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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-30
ANSTIME 2
Database tables 2
The ANSTIME item appears in the following database tables:
Split/skill tables
Time spent by callers in queue or ringing before being answered by an
agent.
This is a cumulative item.
Vector tables
The time that split/skill and direct agent ACD calls waited while executing
steps in this vector, queuing, and ringing before being answered by an
agent. ANSTIME includes RINGTIME.
This is a cumulative item.
VDN tables
The time split/skill and direct agent ACD calls spent waiting to be
answered in vector processing, in queue, and while ringing. ANSTIME
includes RINGTIME.
This is a cumulative item.
ASA (real-time) 2
Database tables 2
The ASA (real-time) item appears in the following database tables:
Split/skill tables
The switch-provided rolling average speed of answer for this split/skill.
This value is sent to
CentreVu
CMS whenever it changes on the switch
(for example, when a call is answered). EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
vectoring feature enhancements.
This is a status item.
VDN tables
The switch-provided rolling average speed of answer for this VDN. This
value is sent to CMS whenever it changes on the switch when a call is
answered. Available on Generic 3 Version 4 switches and on the ECS
with vectoring.
This is a status item.