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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-19
ACWINCALLS 2
Database tables 2
The ACWINCALLS item appears in the following database tables:
Split/skill tables
Number of inbound extension calls received by agents while in ACW for
split/skill ACD calls or in ACW.
This is a cumulative item.
Agent tables
The number of inbound extension calls received by the agent while in
ACW. This includes ACW for split/skill and direct agent ACD calls and
ACW not associated with a call.
This is a cumulative item.
ACWINTIME 2
Database tables 2
The ACWINTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWINCALLS. ACWINTIME does not include hold time
on Generic 3 switches. It does include time spent on calls received while
in ACW not associated with an ACD call.
This is a cumulative item.
Agent tables
Talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINCALLS,
but does not include HOLDTIME.
This is a cumulative item.