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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-53
DA_ABNCALLS 2
Database tables 2
The DA_ABNCALLS item appears in the following database tables:
Agent tables
The number of direct agent ACD calls that were abandoned by callers
while in queue or ringing the agent’s voice terminal. Includes calls
considered abandoned because their talk time was less than the
phantom abandon call timer. Requires a Generic 3 switch with the ASAI
or EAS feature for direct agent calling.
This is a cumulative item.
DA_ABNTIME 2
Database tables 2
The DA_ABNTIME item appears in the following database tables:
Agent tables
The time DA_ABNCALLS were waiting in queue or ringing before being
abandoned. Includes the time until the agent releases the call for
phantom abandoned calls. Requires a Generic 3 switch with the ASAI or
EAS feature for direct agent calling.
This is a cumulative item.
DA_ACDCALLS 2
Database tables 2
The DA_ACDCALLS item appears in the following database tables:
Agent tables
The number of direct agent ACD calls that the agent answered. Requires
a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
DA_ACDCALLS includes DA_RELEASE.
This is a cumulative item.