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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-16
ACDCALLS 2
Database tables 2
The ACDCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED calls that were answered by an agent in the
split/skill. ACDCALLS = ACDCALLS1 + ACDCALLS2 + ACDCALLS3 +
ACDCALLS4 + ACDCALLS5 + ACDCALLS6 + ACDCALLS7 +
ACDCALLS8 + ACDCALLS9 + ACDCALLS10.
ACDCALLS includes ACCEPTABLE, ACDCALLS1-10, BACKUPCALLS,
CONFERENCE, HIGHCALLS, HOLDCALLS, LOWCALLS, MEDCALLS,
O_ACDCALLS, TOPCALLS, and TRANSFERRED.
This is a cumulative item.
Agent tables
The number of calls that were queued to SPLIT and answered by this
agent in this SPLIT. ACDCALLS includes O_ACDCALLS and
ACD_RELEASE.
This is a cumulative item.
Trunk group tables
The number of INCALLS that were answered by an agent as a split/skill
or direct agent ACD call. ACDCALLS includes BACKUPCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS that were answered by an agent as a split/skill
or direct agent ACD call.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls that were answered
by an agent from "queue to main, "check backup", "messaging split/skill",
"route to" split/skill or direct agent, and "adjunct routing" to a split/skill or
direct agent. ACDCALLS includes BACKUPCALLS.
This is a cumulative item.