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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-95
I_ACWOUTTIME 2
Database tables 2
The I_ACWOUTTIME 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 this split/skill ACD call or not
associated with a call, and on outbound extension calls. This does not
include time outbound 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
outbound extension calls. I_ACWOUTTIME includes ACW for split/skill
ACD calls and ACW not associated with a call, but does not include the
time ACWOUT calls spent on hold.
This is a cumulative item.
I_ACWTIME 2
Database tables 2
The I_ACWTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in ACW. This
includes ACW for split/skill ACD calls and ACW not associated with a
call. Note: I_ACWINTIME and I_ACWOUTTIME include time in ACW for
direct agent calls, but I_ACWTIME does not include this time. Therefore,
the sum of I_ACWINTIME and I_ACWOUTTIME may be greater than
I_ACWTIME. I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME.
This is a cumulative item.
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. This I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME
This is a cumulative item.