Lucent Technologies Centrevu Advocate Release 8 User Guide

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-3
Index Database 
Items
0
The index database items in each table are marked. Indexes add 
structure to table rows so that 
CentreVu CMS can retrieve data faster. 
The row search criteria you define for custom reports should be based on 
indexes whenever possible. For historical custom reports, always include 
a “where” clause based on the ROW_DATE database...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-4
Call-Based Data0In addition to the types of data described above, items in the CentreVu 
CMS database can be either call-based or interval-based. Most 
CentreVu 
CMS database items are call-based. Call-based data is committed to the 
database after a call completes. Therefore, if a call starts and ends in 
different collection intervals, all of the data is...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-5
Only when the skill is in an overload state will the appropriate 
reserve agents serve that skill. These agents have a special agent 
“service” role. When the agents are available, but the skill is not in 
the appropriate state, the agent is tracked as “other.”
lAgent Counts: The number of agents in various states are stored in 
the split/skill tables by agent...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-6
Sample Dictionary 
Calculations Table
0
Below is an example of how the Calculation table information is 
presented:
Database 
Te r m i n o l o g y
0
For full definitions of database terminology, refer to the CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document. For 
definitions of other terms used in this chapter, see the Glossary....

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Database Table Names13-7
Database Table Names0
Introduction0To select data for custom reports, you must use the names listed in the 
tables in this section. The database items are described in later sections 
of this chapter.
Real-Time Table 
Names
0
The following tables lists the real-time database tables with new or 
modified data for 
CentreVu Advocate and the type of data stored in them.
Historical 
Database...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Database Table Names13-8
Interactions With 
Switch Features
0
For a full description of the switch features with which the database items 
and calculations interact, see the 
CentreVu CMS R3V8 Database Items 
and Calculations 
(585-210-939) document.  

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-9
Split/Skill Database Items0
Introduction 0The Split/Skill database item descriptions apply to real-time and historical 
items. 
Type Column0The Ty p e column refers to Cumulative (C), Administrative (A), Status 
(S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum 
Va l u e  (M ) data. Cumulative, Administrative, Row Identifier, Busy Hour, 
and Maximum Value items...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-10
Split/Skill 
Database Items
0
The following split/skill database items have been added or modified to 
support 
CentreVu Advocate.
Database Item DescriptionItem 
Ty p e
FAGINRINGThe number of flex agents (0-999) with this skill ACD call ringing.
Requires a 
DEFINITY ECS R6 or later with EAS.S
FAVA I LA B L EThe number of flex agents available (0-999).
Requires a 
DEFINITY ECS R6 or...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-11
GNINAUX0The current number of greatest need POSITIONS that are in 
AUX with reason code 0 (zero) for all splits/skills including 
greatest need agents on AUXIN/AUXOUT calls. For ECS with 
EAS and later ECS switches, reason code 0 (zero) is for 
system AUX work when reason codes are active. For switches 
without EAS and for releases prior to ECS, GNINAUX0 will be 
the same as...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-12
GNONAUXIN
The current number of greatest need POSITIONS that are in 
AUX work or AVAILABLE, or, for Generic 3 switches, including 
greatest need agents who have an ACD or AUXIN/AUXOUT call 
on hold, and on inbound extension calls, where SPLIT is 
OLDEST LOGON.S
GNONAUXOUT
The current number of greatest need POSITIONS that are in 
AUX work or AVAILABLE or, for Generic 3 switches,...