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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-229
AVG_ACW_TIME_SUM sum(ACWTIME) / sum(ACDCALLS) Total average ACW
time.
AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME +
AUXOUTOFFTIME) /
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
Average time for off-
switch calls while in
ACW or AUX.
AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) /
sum(TOTAL_ACDCALLS)
Total average agent
ACW time.
AVG_AGENT_ACW_TIME TOTAL_ACWTIME /
TOTAL_ACDCALLS
Average ACW time.
AVG_AGENT_TALK_SUM sum(TOTAL_ACDTIME) /
sum(TOTAL_ACDCALLS)
Total average agent
ACD talk time.
AVG_AGENT_TALK_TIME TOTAL_ACDTIME /
TOTAL_ACDCALLS
Average agent ACD
talk time.
AVG_ANSWER_SPEED ANSTIME / ACDCALLS Average speed of
answer.
AVG_ANSWER_SPEED_SU M sum(ANSTIME) / sum(ACDCALLS) Total average answer
speed.
AVG_CONNECT_TIME CONNECTTIME / CONNECTCALLS Average amount of
time for a non-ACD
call to connect to
agent.
AVG_CONNECT_TIME_SUM sum(CONNECTTIME) /
sum(CONNECTCALLS)
Total average amount
of time for a non-ACD
call to connect to
agent.
AVG_DEQUE_ACD_TIME DEQUETIME / DEQUECALLS Average talk time for
calls queued to a split
and elsewhere.
AVG_EQV_AGENTS_STFD (TOTAL_I_ACDACW +
TOTAL_I_ACDHOLD +
TOP_AVAUXTIME + FTEA_AVAUX) /
(INTRVL * 60)
The average
positions staffed for
this skill across all
call handling
preferences.
AVG_HOLD_TIME HOLDTIME / HOLDCALLS Average hold time.
Calculation Name Calculation Description