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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-185
TOT_PERCENTS
(real-time)
2
Database tables 2
The TOT_PERCENTS item appears in the following database tables:
Split/Skill tables
The total staffed agent percentages allocated to the skill. Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
TOTHER
(real-time)
2
Database tables 2
The TOTHER item appears in the following database tables:
Split/skill tables
The number of top agents that are doing other work. Agents are logged
into multiple splits/skills and doing work for a split/skill other than this one
(on an ACD call or in ACW, or ACD calls ringing).
For Generic 3, while in Auto-in or Manual-In mode: the agent put any call
on hold and has performed no further action; the agent is on a direct
agent call or in ACW for a direct agent call; the agent is dialing to place a
call or to activate a feature; an extension call or a direct agent ACD call is
ringing with no other activity.
For Generic 3 EAS with multiple call handling, agents are available for
other, multiple call handling, skills. Agent POSITIONS will show up in
TOTHER directly after the link to the switch comes up and directly after
the agents log in before the
CentreVu
CMS is notified of the agent’s work
state.
Available with Generic 3 switches with the EAS feature. However, "top"
database items are only significant for Generic 3 switches and the ECS
with EAS. TOTHER includes TDA_INACW and TDA_ONACD.
This is a status item.