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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-238
TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME +
I_ACDAUXINTIME +
I_ACDAUX_OUTTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF_S
UM calculation. Sum
of the time agents
spent with ACD calls
on hold.
TOTAL_I_ACDACW sum (I_ACDTIME + I_ACWTIME
+I_DA_ACDTIME+I_DA_ACWTIME
+I_RINGTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF
calculation. Sum of
the ACD and ACW
time for split/skill and
direct agent calls,
plus the (agent)
ringing time for those
calls.
TOTAL_ACDCALLS (ACDCALLS + DA_ACDCALLS) Total split/skill and
direct agent ACD
calls.
TOTAL_I_ACDHOLD sum (I_ACDOTHERTIME+
I_ACDAUXINTIME+
I_ACDAUX_OUTITME)
Subcalculation that
supports the new
AVG_TOP_STAFF
calculation. Sum of
the time agents spent
with ACD calls on
hold.
TOTAL_ACDTIME ACDTIME + DA_ACDTIME Total ACD time.
TOTAL_ACWTIME (ACWTIME + DA_ACWTIME) Total ACW time.
TOTAL_I_ACDTIME (I_ACDTIME + I_DA_ACDTIME) Total interval-based
ACD time.
TOTAL_I_ACDHOLD I_ACDOTHERTIME +
I_ACDAUXINTIME +
I_ACD_ACDAUX_OUTTIME
Sum of the time
agents spent with
ACD calls on hold.
TOTAL_I_ACWTIME (I_ACWTIME + I_DA_ACWTIME) Total interval-based
ACW time.
Calculation Name Calculation Description