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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented 1-4
Call-Based Data 1
In addition to the types of data described above, items in the
CentreVu
CMS database can be either call-based or interval-based. Most
CentreVu
CMS database items are call-based. Call-based data is committed to the
database after a call completes. Therefore, if a call starts and ends in
different collection intervals, all of the data is recorded in the interval in
which the call and any after call work is completed.
Interval-Based Data1
Interval-based data represents the amount of time during a collection
interval spent doing a particular activity. Interval-based items are updated
throughout the collection interval and timing is restarted at the end of the
interval. Most interval-based items start with I_ or TI_. The database
items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and
trunk-group tables) are also interval-based.
Interval-based items should only be used to calculate percentages such
as percentage of time staffed or in AUX work. Interval-based items
should not be used; for example, to calculate average talk time; use call-
based items for this type of calculation. Furthermore, because call-based
and interval-based items may not track the same events, a calculation
should use only one type of item and comparisons of call-based
calculations and interval-based calculations may not be relevant or
meaningful. For example, the call-based ACD time and interval-based
ACD time for an agent will not be equal if the agent handled one or more
ACD calls that crossed over interval boundaries.
Report data may not add up if the report has a combination of call-based
and interval-based items.
Sample Switch
Cross-Reference
Table
1
CentreVu
CMS database items apply to specific switches. After each
database item table, is a switch cross-reference table. The switch cross-
reference tables list each database item by switch release. Below is an
example of how the table information is presented:
NOTE:
Database Item
G3V2/
G3V3 G3V4
DEFINITY
®
ECS R5 ECS R6 ECS R7 ECS R8
DATABASE
ITEM
XXX X
Switch releases that this database item applies to are marked with X’s.