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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-37
AVGSPEEDANS 2
Database tables 2
The AVGSPEEDANS item appears in the following database tables:
Current day report tables
Objective average speed of answer in seconds for this type of call.
AWORKMODE
(real-time)
2
Database tables 2
The AWORKMODE item appears in the following database tables:
Agent tables
The current work mode for the agent. This item is identical to
WORKMODE, except when the agent is available in some, but not all,
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.
This is a status item.
BACKUPCALLS 2
Database tables 2
The BACKUPCALLS item appears in the following database tables:
Split/skill tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by messaging split/skill,
check backup, route to split/skill, and redirect on no answer vector
routing. Calls that are redirected back to the split/skill from ringing by the
redirect on no answer feature that are subsequently answered by an
agent in the split/skill are also counted as backup calls. Available on
Generic 3 switches with the Vectoring feature. Note: The Redirect on No
Answer VDN routing feature is also available on the
DEFINITY
ECS.
This is a cumulative item.