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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-94
I_ACDTIME 2
Database tables 2
The I_ACDTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were on split/skill
ACD calls. This includes time on O_ACDCALLS as well as on
ACDCALLS.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was talking on ACD
calls for SPLIT or the time ACD calls spent on hold. I_ACDTIME includes
time spent on O_ACDCALLS, but does not include HOLDTIME.
This is a cumulative item.
I_ACWINTIME 2
Database tables 2
The I_ACWINTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for
this split/skill, either associated with a split/skill ACD call or not
associated with a call, and on inbound extension calls. This does not
include time inbound extension calls spent on hold. Available on Generic
3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was in ACW and on
inbound extension calls. I_ACWINTIME includes ACW for split/skill ACD
calls and ACW not associated with a call, but does not include the time
inbound ACW calls spent on hold.
This is a cumulative item.