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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-23
Agent tables
The duration of all after call work associated with ACDCALLS, including
ACWINTIME and ACWOUTCALLS received/made during call-associated
ACW. Note: ACWTIME does not include the 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 ACWOUTIME may be greater than ACWTIME.
ACWTIME includes ACWINTIME, ACWOUTTIME, DA_ACWTIME, and
O_ACWTIME.
This is a cumulative item.
VDN tables
The time that agents spent in ACW associated with ACDCALLS.
ACWTIME includes SKILLACWTIME1-3.
This is a cumulative item.
Call work codes tables
Time that the agent spent in ACW for ACDCALLS that were associated
with this call work code.
This is a cumulative item.
Call record tables
The time spent, in seconds, in ACW associated with this call by the
answering agent in this segment.
ADJATTEMPTS 2
Database tables 2
The ADJATTEMPTS item appears in the following database tables:
Vector tables
The number of adjunct routing attempts for calls in this VECTOR.
Available on the ECS and Generic 3 switches with the ASAI feature.
ADJATTEMPTS includes ADJROUTED.
This is a cumulative item.
VDN tables
The number of adjunct-routing attempts for calls in this VDN.
ADJATTEMPTS includes ADJROUTED. Available on the ECS and
Generic 3 switches with the ASAI gateway.
This is a cumulative item.