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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-26
AGT_RELEASED2
Database tables 2
The AGT_RELEASED item appears in the following database tables:
Agent trace tables
Agent released or dropped the split/skill or direct agent ACD call. This is
always true for ACD calls the agent transferred or conferenced. Available
on Generic 3 and newer switches.
Call record tables
Agent released or dropped the split/skill or direct agent ACD call. This is
always true for ACD calls the agent transferred or conferenced. (0=NO,
1=YES). Available on Generic 3 and newer switches.
AGDURATION
(real-time)
2
Database tables 2
The AGTIME (real-time) item appears in the following database tables:
Agent tables
The elapsed time since the last agent WORKMODE and/or DIRECTION
change for any split/skill. For example, if the agent goes from AUX to
AUXOUT to AUX, AGTIME resets for each DIRECTION change.
This is a status item.
AGTIME
(real-time)
2
Database tables 2
The AGTIME (real-time) item appears in the following database tables:
Agent tables
The elapsed time since the last agent WORKMODE change for any
split/skill. This item is not reset if the DIRECTION changes, but
WORKMODE remains the same. For example, if the agent goes from
AUX to AUXOUT to AUX, AGTIME continues without resetting.
This is a status item.