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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-57
DA_ACWTIME 2
Database tables 2
The DA_ACWTIME item appears in the following database tables:
Agent tables
The duration of ACW associated with DA_ACDCALLS, including time on
DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling. DA_ACWTIME
includes DA_ACWINTIME and DA_ACWOTIME.
This is a cumulative item.
DA_ANSTIME 2
Database tables 2
The DA_ANSTIME item appears in the following database tables:
Agent tables
The time spent by callers in direct agent queue and ringing before being
answered. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.
DA_INACW
(real-time)
2
Database tables 2
The DA_INACW (real-time) item appears in the following database
tables:
Split/skill tables
Current number of POSITIONS that are in after call work associated with
direct agent calls. This includes agents who are on ACWIN/ACWOUT
calls. DA_INACW is a subset of OTHER. Note: The total number of
agents in after call work = INACW + DA_INACW. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
This is a status item.