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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-237
R1ACTIVE_AGT R1AGINRING + R1ONACD +
R1INACW
The number of
reserve1 agents on
ACD calls, ringing, or
in ACW for this skill.
R2ACTIVE_AGT R2AGINRING + R2ONACD +
R2INACW
The number of
reserve2 agents on
ACD calls, ringing, or
in ACW for this skill.
SECS_PER_DAY (24 * 60 * 60) Seconds per day.
NOTE: To use
<SECS_PER_DAY>,
data collection must
be active 24 hours a
day, seven days a
week.
TOP_AVAUXTIME sum
(I_TAUXTIME+I_TAVAILTIME+I_TOT
HERTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF
calculation. Sum of
the time top agents
spent in AUX work
and available.
TOP_AVAUXTIME_SUM sum (I_TAUXTIME+I_TAVAILTIME) Subcalculation that
supports the new
AVG_TOP_STAFF_S
UM calculation. Sum
of the time top agents
spent in AUX work
and available.
TOT_I_ACDACW_SUM sum(I_ACDTIME + I_ACWTIME +
I_DA_ACDTIME + I_DA_ACWTIME +
I_RINGTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF_S
UM calculation. Sum
of the ACD and ACW
time for split/skill and
direct agent calls,
plus the (agent)
ringing time for those
calls.
Calculation Name Calculation Description