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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-178
TI_STAFFTIME 2
Database tables 2
The TI_STAFFTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was staffed in any
split/skill. "TI_" time is only stored for the split/skill logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the login order changes during the collection interval.
sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME +
I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME +
TI_AVAILTIME + TI_OTHERTIME), over all splits/skills the agent was
logged into.
This is a cumulative item.
TIME 2
Database tables 2
The TIME item appears in the following database tables:
Agent exception table
Limit, as a number of seconds, administered for timed exceptions types.
An occurrence is logged against the threshold when the agent’s activity
falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the split’s/skill’s
activity falls outside of that limit.
This is a cumulative item.
Trunk group exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the trunk group’s
activity falls outside of that limit.
This is a cumulative item.