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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-233
EXT_IN_TIME (I_ACWINTIME + I_AUXINTIME) Time on incoming
extension calls.
EXT_OUT_TIME (I_ACWOUTTIME +
I_AUXOUTTIME)
Time on outgoing
extension calls.
FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex
agents on ACD calls,
ringing, or in ACW for
this skill.
FTE_AGENTS TOT_PERCENTS / 100 The number of full-
time equivalent
agents staffed for this
skill.
FTEA_AVAUX (I_AVAILTIME + I_AUXTIME) *
(MAX_FTE_AGENTS) /
MAXSTAFFED
The proportion of
non-ACD time for this
skill for percent
allocated (PCNT)
agents.
I_SUM_TIME I_ACDTIME + I_ACWTIME +
I_OTHERTIME + I_RINGTIME +
I_DA_ACDTIME + I_ DA_ACWTIME
Intermediate time
used to calculate
INT_AUXTIME.
INBOUND_ACDCALLS (sum (TOTAL_ACDCALLS -
O_ACDCALLS))
Total inbound ACD
calls.
INT_AUXTIME I_STAFFTIME - I_AVAILTIME -
I_ACDTIME - I_ACWTIME -
I_OTHERTIME - I_RINGTIME -
I_DA_ACDTIME - I_DA_ACWTIME
Agent time in AUX
work in a single
split/skill.
INTRVL_END_TIME STARTTIME + INTERVL Time of the end of an
interval.
MAIN_ACD_CALLS sum(ACDCALLS) - sum
(BACKUPCALLS)
Calls answered for
main split/skill.
MAX_DEDICATED_AGT (MAX_FTE_AGENTS) + MAXTOP The maximum agents
(top agents plus full-
time equivalent
agents) considered
dedicated to this skill.
Calculation Name Calculation Description