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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-28
ANSCONN-
CALLS1-10
2
Database tables 2
The ANSCONNCALLS1-10 item appears in the following database
tables:
VDN tables
The number of times that callers were answered (ACDCALLS) and
connected (CONNECTCALLS) during each of the service level
increments PERIOD1 through PERIOD9 as defined in the Call Center
Administration: VDN Call Profile Setup window. ANSCONNCALLS10
counts calls answered or connected after PERIOD9.
Answered/connected calls include split/skill and direct agent ACD calls
and extension calls by a "route to" or "adjunct routing" vector command.
This is a cumulative item.
ANSHOLDTIME 2
Database tables 2
The ANSHOLDTIME item appears in the following database tables:
Call record tables
The total time, in seconds, the call was put on hold by the answering
agent in this call segment. In agent-to-agent calls, ANSHOLDTIME is
accrued for the answering agent if the agent puts the call on hold, but not
for the other agent (who continues to accrue talk time). For Generic 3
switches, and
DEFINITY
ECS Release 5, hold time is accrued for any
type of call.
ANSLOCID 2
Database tables 2
The ANSLOCID item appears in the following database tables:
Call record tables
The location ID associated with the EXTENSION at which the answering
agent logged in.