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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-90
HOLDABN-
CALLS
2
Database tables 2
The HOLDABNCALLS item appears in the following database tables:
Split/skill tables
Number of times split/skill ACD callers abandoned the call while on hold.
Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The number of times callers abandoned from hold. For Generic 3
switches, HOLDABNCALLS applies to all calls the agent put on hold.
This is a cumulative item.
VDN tables
The number of times that callers abandoned from on hold. For Generic 3
switches, and for the ECS, HOLDABNCALLS applies to all calls the
agent put on hold.
This is a cumulative item.
HOLDACD-
CALLS
2
Database tables 2
The HOLDACDCALLS item appears in the following database tables:
VDN tables
The number of split/skill or direct agent ACD calls placed on hold at least
one time.
This is a cumulative item.