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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented 1-3
Items in Different
Tables
1
Many database items are included in more than one database table.
When an item is in more than one table, the definition may or may not be
the same from table to table.
Items in Definitions1
Database items that are used in the description of another database item
are in boldface type.
Index Database
Items
1
The index database items in each table are marked. Indexes add
structure to table rows so that
CentreVu
CMS can retrieve data faster.
The row search criteria you define for custom reports should be based on
indexes whenever possible. For historical custom reports, always include
a “where” clause based on the ROW_DATE database item.
Database Item
Types
1
Each database item contains one of the following types of data:
C =Cumulative data: accumulates throughout the collection interval.
Most real-time database items contain cumulative data.
A =Administrative data: administered on the switch or on
CentreVu
CMS. For example, the database item INTRVL in the split/skill real-time
table contains the number of minutes in the intrahour interval (15, 30, 60)
currently assigned to the specified split/skill on
CentreVu
CMS.
S =Status data: gives the current status (a snapshot of a particular ACD
element). For example, the database item INQUEUE in the split/skill real-
time table contains the number of split/skill calls currently waiting in
queue.
I = Row Identifier data: gives data that is common to all tables, such as
time, date, split in the split/skill tables, and so on.
N = Special Table data: belongs only to a specific table, such as the
Historical Agent Login/Logout table or Current Day Forecast table.
M = Maximum Interval Value data: gives data that is the maximum
reached for any value in the specified interval.
B = Busy Hour data: gives data that is only meaningful for the busy hour.
Historical and Real-
Time Data
1
Cumulative, Administrative, Maximum Value, Row Identifier and
Busy Hour data items apply to historical and real-time database items.
Status items apply only to real-time database items. Special Table data
items apply only to historical database items.