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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-177
TI_AVAILTIME 2
Database tables 2
The TI_AVAILTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in the available
state for split/skill or direct agent ACD calls in any split/skill.
TI_AVAILTIME is recorded for the split/skill that was the
OLDEST_LOGON. For a non-EAS operation, if an agent logged into
multiple splits and is in AUX mode in one split and is available for ACD
calls in another split, the agent will accrue I_AVAILTIME for the split in
which the agent is available and TI_AVAILTIME in the split logged into the
longest. Note: "TI_" time is only stored for the split/skill the agent has
been logged into the longest. "TI_" time needs to be summed across the
splits/skills the agents may log in to, in case the logon order changes
during the collection interval.
This is a cumulative item.
TI_OTHERTIME 2
Database tables 2
The TI_OTHERTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was doing other
work in all splits/skills. For all switches, TI_OTHERTIME is collected for
the time period after the link to the switch comes up or after the agent
logs in and before the
CentreVu
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, the agent put any call on hold and
performed no further action, the agent dialed to place a call or to activate
a feature, or an extension call rang with no other activity. Note: "TI_" time
is only stored for the split/skill the agent has been logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the logon order changes during the collection interval.
TI_OTHERTIME includes I_ACDOTHERTIME.
This is a cumulative item.