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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-22
ACWOUTTIME 2
Database tables 2
The ACWOUTTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold
time on Generic 3 switches. It does include time spent on calls made
while in ACW not associated with an ACD call and on
ACWOUTADJCALLS and on ACWOUTOFFCALLS.
This is a cumulative item.
Agent tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include
HOLDTIME. ACWOUTTIME includes time spent on calls made while in
ACW that was not associated with an ACD call and on
ACWOUTADJCALLS and on ACWOUTOFFCALLS. For Generic 3
switches, ACWOUTTIME does not include time ACWOUTCALLS spent
on hold. It does include time spent on calls made while in ACW not
associated with an ACD call.
This is a cumulative item.
ACWTIME 2
Database tables 2
The ACWTIME item appears in the following database tables:
Split/skill tables
Duration of all after call work associated with ACDCALLS. Note:
ACWTIME does not include time spent in ACW not associated with an
ACD call (that is, the agent pressed the ACW button while not on an ACD
call). However, both ACWINTIME and ACWOUTTIME do include time
spent on calls made or received while in ACW not associated with an
ACD call. Therefore, the sum of ACWINTIME and ACWOUTTIME may
be greater than ACWTIME. ACWTIME includes ACWINTIME,
ACWOUTTIME, and O_ACWTIME.
This is a cumulative item.