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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-91
HOLDACDTIME 2
Database tables 2
The HOLDACDTIME item appears in the following database tables:
Agent tables
The time split/skill and direct agent ACD calls spent on hold at the agent’s
voice terminal. This includes time on AUXIN or AUXOUT calls with the
ACD calls on hold.
This is a cumulative item.
VDN tables
The time spent by split/skill or direct agent ACD callers spent on hold.
This is a cumulative item.
HOLDCALLS 2
Database tables 2
The HOLDCALLS item appears in the following database tables:
Split/skill tables
Number of split/skill ACD calls that were placed on hold at least once.
Available on Generic 3 switches. HOLDCALLS includes
HOLDABNCALLS.
This is a cumulative item.
Agent tables
The number of calls that were placed on hold at least once. HOLDCALLS
includes HOLDABNCALLS. For Generic 3 switches, HOLDCALLS
applies to all calls the agent put on hold. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
VDN tables
The number of calls that were placed on hold at least once. HOLDCALLS
also includes HOLDABNCALLS and HOLDACDCALLS. For Generic 3
switches, and for the ECS, HOLDCALLS applies to all calls the agent put
on hold.
This is a cumulative item.