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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-228
Calculations 2
Overview 2
Purpose 2
These are the calculations used in real-time and historical reports. You
can also use them in custom reports. Do
not
modify any of the standard
CentreVu
CMS Dictionary calculations. If you modify the standard
calculations the meaning of the data will be changed.
Standard
Dictionary
Calculations
2
Standard Dictionary
Calculations Table 2
The following table lists all of the standard
CentreVu
CMS Dictionary
calculations:
Calculation Name Calculation Description
ACW_AUX_OUT_ADJ ACWAUXOUTADJCALLS +
AUXOUTADJCALLS
Off-switch calls by
adjunct while in ACW
or AUX.
ACW_AUX_OUT_CALLS sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
All off-switch calls
placed while in ACW
or AUX.
AGENTS_ON_EXT_CALLS (ONACWIN + ONAUXIN +
ONACWOUT + ONAUXOUT)
Agents on extension
calls.
AVG_ABANDON_TIME ABNTIME / ABNCALLS Average time to
abandon.
AVG_ABANDON_TIME_SUM sum(ABNTIME) / sum(ABNCALLS) Total average
abandon time.
AVG_ACD_TALK_TIME ACDTIME / ACDCALLS Average ACD talk
time.
AVG_ACD_TALK_TIM_SUM (sum(ACDTIME) / sum(ACDCALLS) Total average ACD
talk time.
AVG_ACW_TIME ACWTIME / ACDCALLS Average ACW time.