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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Calculations 2-240
% Busy 100 * BUSYCALLS / INCALLS The number of the total
calls to a VDN that were
busy, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
hvdn, mvdn,
wvdn
% Flow Out 100 * OUTFLOWCALLS) / INCALLS The number of the total
calls to a VDN that were
redirected to another
VDN, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
hvdn, wvdn,
mvdn
% Agent Occup
(Group) w/ACW
100 * (sum(I_RINGTIME +
I_ACDOTHERTIME +
I_ACDAUX_OUTTIME +
I_ACDAUXINTIME + I_ACWTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
The percentage of an
agent or agent group's
occupancy, including
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
hagent
% Agent Occup
(Group) w/o
ACW
100 * (sum(I_RINGTIME +
I_ACDOTHERTIME +
I_ACDAUX_OUTTIME +
I_ACDAUXINTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
The percentage of an
agent or agent group's
occupancy, excluding
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
hagent
Calculation
Name
Calculation Description
Database
Table