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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-17
VDN 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 ACDCALLS1-10,
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and
TRANSFERRED.
This is a cumulative item.
Call work codes tables
Number of times this call work code was entered while an agent was on a
split/skill or direct agent ACD call or in call-related ACW.
This is a cumulative item.
ACDCALLS1-10 2
Database tables 2
The ACDCALLS1-10 item appears in the following database tables:
Split/skill tables
Number of ACDCALLS during the collection interval that were answered
in each of the service level increments PERIOD1 through PERIOD9 (as
defined on the Call Center Administration: Call Profile window).
ACDCALLS10 is the number of calls answered after the last increment
PERIOD9. Note: If call profiles are not set, then the data gets stored into
the first interval (ACDCALLS1).
This is a cumulative item.
ACDONHOLD
(real-time)
2
Database tables 2
The ACDONHOLD (real-time) item appears in the following database
tables:
Agent tables
The number of direct agent and split/skill ACD calls on hold for the agent.
Available on Generic 3 switches.
This is a status item.