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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-52
CONNTALKTIME 2
Database tables 2
The CONNTALKTIME item appears in the following database tables:
VDN tables
Talk time for all CONNECTCALLS, not including HOLDTIME.
This is a cumulative item.
CONSULTTIME 2
Database tables 2
The CONSULTTIME item appears in the following database tables:
Call record tables
The time an agent talked on any outbound call while in AUX work, ACW,
or in OTHER with a call on hold. This includes the time the originating
agent spent talking to the destination party while establishing a
conference or transferring a call. (This is the time between presses of the
transfer or conference button.) It includes wait time if the agent is calling
a Vector Directory Number (VDN) or split/skill extension, but the wait time
can be subtracted out by subtracting the DISPTIME item from
CONSULTTIME.
CWC (index) 2
Database tables 2
The CWC (index) item appears in the following database tables:
Call work codes tables
Call work code for which data was collected.
This is a row identifier item.