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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-231
AVG_TALK_TIM_OUT_SUM sum(ACWOUTTIME +
AUXOUTTIME) /
sum(ACWOUTCALLS +
AUXOUTCALLS)
Extension out calls
total average talk
time
AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM +
TOT_I_ACDHOLD_SUM +
TOP_AVAUXTIME_SUM)/sum(INTR
VL*60)
Average positions
staffed for EAS,
summed over all
records found in the
search, making use
of the top agent
concept to avoid
double- counting
agents’ time when
they are staffed in
multiple skills.
AVG_TRK_HOLD_IN_SUM sum(INTIME) / sum(INCALLS) Inbound total average
trunk holding time.
AVG_TRK_HOLD_OUT_SUM sum(OUTTIME) / sum(OUTCALLS) Outbound total
average trunk holding
time.
AVG_TRK_HOLD_TIME (INTIME + OUTTIME) / (INCALLS +
OUTCALLS)
Average trunk
holding time.
AVG_TRK_HOLD_TIME_IN INTIME / INCALLS Inbound average
trunk holding time.
AVG_TRK_HOLD_TIM_OUT OUTTIME / OUTCALLS Outbound average
trunk holding time.
AVG_VDN_ACD_SK1_TIME SKILLTIME1/SKILLCALLS1 Average time spent
on calls for VDN skill
preference 1.
AVG_VDN_ACD_SK2_TIME SKILLTIME2/SKILLCALLS2 Average time spent
on calls for VDN skill
preference 2.
AVG_VDN_ACD_SK3_TIME SKILLTIME3/SKILCALLS3 Average time spent
on calls for VDN skill
preference 3.
AVG_VDN_ACW_SK1_TIME SKILLACWTIME1/SKILLCALLS1 Average time spent in
ACW for VDN skill
preference 1.
Calculation Name Calculation Description