Filter
Top Products
Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-103
I_RINGTIME 2
Database tables 2
The I_RINGTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that agents were in the ringing
state for calls to this split/skill. If the agent changes work modes or
answers/makes another call instead of answering the ringing call,
I_RINGTIME will stop accumulating. RINGTIME is the time the caller
spends ringing and is independent of agent activity. Note: With forced
multiple call handling (Generic 3 Version 4 and later), if an ACD call rings
at the agent’s voice terminal while the agent is talking on another call,
I_RINGTIME does not accumulate. Available on Generic 3 switches for
ring tracking.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent had split/skill and
direct agent ACD calls ringing. If the agent changes work modes or
makes/receives another call instead of answering the ringing call,
I_RINGTIME will stop accumulating. RINGTIME is the time the caller
spends ringing and is independent of agent activity. Available on a
Generic 3 switch for ring tracking.
This is a cumulative item.
I_STAFFTIME 2
Database tables 2
The I_STAFFTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were staffed
(logged in). I_STAFFTIME = I_AVAILTIME + I_ACDTIME + I_ACWTIME
+ I_AUXTIME + I_RINGTIME + I_OTHERTIME. I_STAFFTIME includes
I_ACDTIME, I_ACWTIME, I_AUXTIME, I_AVAILTIME, I_OTHERTIME,
and I_RINGTIME.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was staffed (logged
in) in this split/skill. I_STAFFTIME includes I_AUXTIME, I_AVAILABLE,
I_ACDTIME, I_ACWTIME, I_DA_ACDTIME, I_DA_ACWTIME,
I_OTHERTIME, and I_RINGTIME.
This is a cumulative item.