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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-194
●
When an agent is on an AUXIN call with an ACD call on hold (this is
OLDEST_LOGON split/skill).
●
When an agent is on an AUXOUT call with an ACD call on hold (this
is the split/skill associated with the ACD call).
Note: WORKSKILL differs from WORKSPLIT only in the case that the
agent is available. In this case, WORKSKILL is blank and WORKSPLIT
will contain one of the split/skills in which the agent was available. For
releases with the EAS feature active, it is recommended to use
WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3
switch with the EAS feature.
This is a status item.
WORKSPLIT2-3
(real-time)
2
Database tables 2
The WORKSPLIT2-3 (real-time) item appears in the following database
tables:
Agent tables
For agents available in multiple splits/skills, other splits/skills in which the
agent is available. Available on Generic 3 switches.
WT1 ... 4 2
Database tables 2
The WT1 ... 4 items appear in the following database tables:
Current day configuration tables
Weight given to date 1 (WT1), date 2 (WT2), date 3 (WT3), and date 4
(WT4), respectively.