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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-232
AVG_VDN_ACW_SK2_TIME SKILLACWTIME2/SKILLCALLS2 Average time spent in
ACW for VDN skill
preference 2.
AVG_VDN_ACW_SK3_TIME SKILLACWTIME3/SKILLCALLS3 Average time spent in
ACW for VDN skill
preference 3.
AVG_VDN_TIME INTIME / INCALLS Average VDN time.
AVG_VDN_TIME_SUM sum(INTIME) / sum(INCALLS) Total average time in
VDN.
AVG_VEC_TIME INTIME / INCALLS Average vector time.
AVG_VEC_TIME_SUM sum(INTIME) / sum(INCALLS) Total average vector
time.
BUSY_DISCONNECT BUSYCALLS + DISCCALLS Number of calls that
were busy and
disconnected.
CALLS_PER_POS (60 * INTRVL * ACDCALLS) /
I_STAFFTIME
Calls per position
staffed.
CALLS_PER_POS_SUM (sum(60 * INTRVL) *
sum(ACDCALLS))/
sum(I_STAFFTIME
Total calls per
position.
CALLS_WAITING INQUEUE + INRING Number of calls
ringing and queued
for split/skill.
CCS_TIME_INBOUND sum(I_INOCC)/100 CCS trunk time
attributed to inbound
calls.
CCS_TIME_OUTBOUND sum(I_OUTOCC)/100 CCS trunk time
attributed to
outbound calls.
DEDICATED_AGENT (FTE_AGENTS) + TSTAFFED The number of
agents considered
dedicated to this skill.
EXT_CALL_IN (ACWINCALLS + AUXINCALLS0 Incoming extension
calls.
EXT_CALL_OUT ACWOUTCALLS + AUXOUTCALLS Outgoing extension
calls.
Calculation Name Calculation Description