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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-101
I_OL2TIME 2
Database tables 2
The I_OL2TIME item appears in the following database tables:
Split/skill tables
The amount of time, in seconds (0-3600), that the skill spent over
threshold 2. Requires a DEFINITY ECS R6 or later with EAS.
This is a cumulative item.
I_OTHERTIME 2
Database tables 2
The I_OTHERTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were doing other
work. I_OTHERTIME is collected for the time period after the link to the
switch comes up or after the agent logs in and before the CMS receives
notification of the agent’s state from the switch. For Generic 3 switches,
other work includes: while in Auto-In or Manual-In mode, an agent put
any call on hold and performed no further action; the agent had a direct
agent call ringing, was on a direct agent call or in ACW for a direct agent
call; the agent dialed to place a call or activate a feature; or an extension-
in call rang at the agent’s voice terminal with no other activity. For
Generic 3 switches, the other work includes the time agents were logged
into multiple splits/skills and doing work for a split/skill other than this one
(with an ACD call ringing, talking on an ACD call, or in ACW for a
split/skill other than this one). For Generic 3 switches with EAS and
multiple call handling, agents are available in other, multiple call handling
skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME,
I_DA_ACDTIME, and I_DA_ACWTIME.
This is a cumulative item.