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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-230
AVG_HOLD_TIME_SUM sum(HOLDTIME) /
sum(HOLDCALLS)
Total average hold
time.
AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) /
(TOTAL_ACDCALLS -
O_ACDCALLS)
The average inbound
ACD time.
AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) /
INBOUND_ACDCALLS
The average inbound
ACW time.
AVG_INB_ACD_TIME_SUM (sum(TOTAL_ACDTIME -
O_ACDTIME)) /
INBOUND_ACDCALLS
Average inbound
ACD time.
AVG_INB_ACW_TIME_SUM (sum(TOTAL_ACWTIME-
O_ACWTIME))/
INBOUND_ACDCALLS
Average inbound
ACW time.
AVG_OUTB_ACD_SUM sum(O_ACDTIME) /
sum(O_ACDCALLS)
Total outbound
average ACD talk
time.
AVG_OUTB_ACD_TIME O_ACDTIME / O_ACDCALLS Outbound average
ACD talk time.
AVG_OUTB_ACW_SUM sum(O_ACWTIME) /
sum(O_ACDCALLS)
Total outbound
average ACW talk
time.
AVG_OUTB_ACW_TIME O_ACWTIME / O_ACDCALLS Outbound average
ACW talk time.
AVG_POS_STAFF I_STAFFTIME / (INTRVL * 60) Average positions
staffed.
AVG_POS_STAFF_SUM sum(I_STAFFTIME) / sum(INTRVL *
60)
Total average
positions staffed.
AVG_TALK_TIME_IN (ACWINTIME + AUXINTIME) /
(ACWINCALLS + AUXINCALLS)
Extension in calls
average talk time.
AVG_TALK_TIME_IN_SUM sum(ACWINTIME + AUXINTIME) /
sum(ACWINCALLS + AUXINCALLS)
Extension in calls
total average talk
time.
AVG_TALK_TIME_OUT (ACWOUTTIME + AUXOUTTIME) /
(ACWOUTCALLS + AUXOUTCALLS)
Extension out calls
average talk time.
Calculation Name Calculation Description