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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-25
AGINRING
(real-time)
2
Database tables 2
The AGINRING (real-time) item appears in the following database tables:
Split/skill tables
Current number of POSITIONS at which split/skill or direct agent calls are
ringing (for example, ACD call ringing for this split/skill and are not doing
anything else). Note: When an agent makes or answers a personal call
while an ACD call is ringing, that position is no longer counted in
AGINRING (because the agent is then on an AUXIN/OUT call). Agents
talking on ACD calls who receive a forced MCH call (Generic 3 Version 4
switches only) are not counted in AGINRING (they are counted in
ONACD). Available on Generic 3 switches for ring tracking.
This is a status item.
AGOCC 2
Database tables 2
The AGOCC item appears in the following database tables:
Current day report tables
Objective maximum percentage of time that an agent will be on ACD calls
(agent occupancy).
AGSTATE
(real-time)
2
Database tables 2
The AGSTATE (real-time) item appears in the following database tables:
Agent tables
The agent’s current WORKMODE and call DIRECTION, for example,
AUXOUT.
This is a status item.