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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-174
TDA_INACW
(real-time)
2
Database tables 2
The TDA_INACW item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who are in after call work
associated with direct agent calls. TDA_INACW is a subset of TOTHER.
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling. Available with Generic 3 switches. However, "top" database items
are only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TDA_ONACD
(real-time)
2
Database tables 2
The TDA_ONACD item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who are talking on direct
agent calls. TDA_ONACD is a subset of TOTHER. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling. However,
"top" database items are only significant for Generic 3 switches and the
ECS with EAS. Available with Generic 3 switches.
This is a status item.
THRESHOLD 2
Database tables 2
The THRESHOLD item appears in the following tables:
Agent exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the agent’s activity falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the split’s/skill’s activity falls outside of that
limit.
This is a cumulative item.