Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations User Manual page 292

Database Items and Calculations
Calculations
Calculation
Name
% Busy 100 * BUSYCALLS / INCALLS
% Flow Out 100 * OUTFLOWCALLS) / INCALLS
% Agent Occup 100 * (sum(I_RINGTIME +
(Group) w/ACW I_ACDOTHERTIME +
I_ACDAUX_OUTTIME +
I_ACDAUXINTIME + I_ACWTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
% Agent Occup 100 * (sum(I_RINGTIME +
(Group) w/o I_ACDOTHERTIME +
ACW I_ACDAUX_OUTTIME +
I_ACDAUXINTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
CentreVu® CMS R3V8 Database Items and Calculations
Calculation Description
The number of the total
calls to a VDN that were
busy, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
The number of the total
calls to a VDN that were
redirected to another
VDN, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
The percentage of an
agent or agent group's
occupancy, including
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
The percentage of an
agent or agent group's
occupancy, excluding
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
2-240
Database
Table
hvdn, mvdn,
wvdn
hvdn, wvdn,
mvdn
hagent
hagent