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 item.
Database Item 
Ty p e s
0
Each database item contains one of the following types of data:
lC =Cumulative data: accumulates throughout the collection 
interval. Most real-time database items contain cumulative data.
lA =Administrative data: administered on the switch or on 
CentreVu CMS. For example, the database item INTRVL in the 
split/skill real-time table contains the number of minutes in the 
intrahour interval (15, 30, 60) currently assigned to the specified 
split/skill on 
CentreVu CMS.
lS =Status data: gives the current status (a snapshot of a particular 
ACD element). For example, the database item INQUEUE in the 
split/skill real-time table contains the number of split/skill calls 
currently waiting in queue.
lI = Row Identifier data: gives data that is common to all tables, 
such as time, date, split in the split/skill tables, and so on.
lN = Special Table data: belongs only to a specific table, such as 
the Historical Agent Login/Logout table or Current Day Forecast 
table.
lM = Maximum Interval Value data: gives data that is the maximum 
reached for any value in the specified interval.
lB = Busy Hour data: gives data that is only meaningful for the busy 
hour.
The letter C, A, S, I, N, M, or B appears in the Type column for each 
database item.
Historical and Real-
Time Data
0
Cumulative, Administrative, Maximum Value, Row Identifier and 
Busy Hour data items apply to historical and real-time database items. 
Status items apply only to real-time database items. Special Table data 
items apply only to historical database items. 
						

							  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 recorded in the interval in 
which the call and any after call work are completed.
Interval-Based Data0Interval-based data represents the amount of time during a collection 
interval spent doing a particular activity. Interval-based items are updated 
throughout the collection interval and timing is restarted at the end of the 
interval. Most interval-based items start with I_ or TI_. The database 
items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and 
trunk-group tables) are also interval-based.
Interval-based items should only be used to calculate percentages such 
as percentage of time staffed or in auxiliary (AUX) work. Interval-based 
items should not be used, for example, to calculate average talk time; 
use call-based items for this type of calculation. Furthermore, because 
call-based and interval-based items may not track the same events, a 
calculation should use only one type of item and comparisons of call-
based calculations and interval-based calculations may not be relevant or 
meaningful. For example, the call-based Automatic Call Distribution 
(ACD) time and interval-based ACD time for an agent will not be equal if 
the agent handled one or more ACD calls that crossed over interval 
boundaries.
Report data may not add up if the report has a combination of call-based 
and interval-based items.
New Tracking 
Items with 
CentreVu 
Advocate
0
CentreVu Advocate is available on the DEFINITY ECS, Release 6 and 
later versions. 
CentreVu Advocate has introduced a number of new 
database tracking items for CMS. 
lSkill State: Skills can now be in one of four states (unknown, 
normal, overload 1 or overload 2), based on the Expected Wait Time 
(EWT) threshold. Time spent in each state except “unknown” is 
tracked in the split/skill tables. The state is unknown when the link is 
down or the split is non-Expert Agent Selection (EAS), or when a 
new skill is added and the state message has not yet arrived. The 
skill state is unknown if the CMS is connected to a non-R3V6 switch.
lReserve Agent: Agents can have a skill level of reserve1 or 
reserve2 that corresponds to skill states overload 1 and overload 2. 
NOTE: 
						

							  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 type. Reserve agents are stored in 
R1
xxx and R2xxx database items. Top agents are stored in Txxx 
and flex agents are stored in F
xxx database items. Flex agents can 
have a role of roving, backup, or allocated.
lAgent Time in Skill: Agents’ ACD/After Call Work (ACW) time can 
be tracked by skill. Non-ACD time in standard skills is as follows: 
agents with the tracked skill as the top skill use 100 percent, while 
agents who are percent allocated use the same percentage for both 
ACD and non-ACD time. Backup, Roving, or Reserve agents track 
none of their non-ACD time toward this skill.
lAgent Role: ROLE is a new database item that has been added to 
the agent tables to describe how an agent participates in a skill. The 
agent’s role is based on both the agent’s Skill Level and Call 
Handling Preference. Agents with a reserve skill have a role of 
Reserve. Non-EAS agents and agents with Greatest need Call 
Handling Preference have a role of Roving. Top agents have a role 
of Top. Skill Level Call Handling Preference agents who are neither 
top or reserve have a role of Backup. Agents who are Percent 
Allocated have a role of Allocated.
Calculations0CentreVu CMS uses calculations of database items in many reports. All 
standard 
CentreVu CMS Dictionary calculations are listed alphabetically 
and described at the end of this chapter. You can use standard 
calculations in custom reports, or you can create new ones. You should 
never modify standard calculations or the meaning of the data will be 
changed.  
						

							  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. Calculation Name Calculation Description
CALCULATION NAME
(as in the CMS Dictionary)mathematical definition short description 
						

							  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 Tables
0
The following table lists historical database tables with new or modified 
data and the type data stored in them.Name Data Stored
csplit Split/Skill data for the current interval.
psplit Split/Skill data for the previous interval.
cagent Agent data for the current interval.
pagent Agent data for the previous interval.
Name Data Stored
hsplit Split/Skill data for each intrahour interval.
dsplit Split/Skill data summarized by day.
wsplit Split/Skill data summarized by week.
msplit Split/Skill data summarized by month.
hagent Agent data for each intrahour interval.
dagent Agent data summarized by day.
wagent Agent data summarized by week.
magent Agent data summarized by month. 
						

							  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 typically apply to both the current and 
previous interval real-time tables. Status items apply only to the current 
interval tables. Special Table items are historical, and apply only to the 
table in which they are stored.
Real Time Database 
Items
0
Real-Time split/skill database items apply to the Current Interval 
Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The 
real-time indexes are ACD and SPLIT.
Historical Database 
Items
0
Historical split/skill database items apply to the Intrahour Split/Skill 
(hsplit), Daily Split/Skill (dsplit), Weekly Split/Skill (wsplit), and 
Monthly Split/Skill (msplit) tables, except as noted. The historical 
indexes are SPLIT and ROW_DATE.
Customizing 
Reports
0
Row data will be archived for the I_OL1TIME and I_OL2TIME items if the 
row spent any time in the overload 1 or overload 2 threshold states. If the 
row (skill) spent all of its time in the normal state, and has no other 
reason to he archived (that is, no agent staffed time, no calls handled, 
and so on), then it will not be archived. When creating a report through 
CentreVu Report Designer or CMS Custom reports, data should be 
summed across user-specified intervals in order to see meaningful report 
results. 
						

							  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 later with EAS.S
FINACWThe number of flex agents in ACW for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
FINAUXThe number of flex agents in AUX work for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
FONACDThe number of flex agents on ACD calls for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
FOTHERThe number of flex agents in the OTHER work state (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
FSTAFFEDThe number of agents staffing this skill as neither top or reserve 
agents (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
GNAGINRINGThe number of greatest need agents logged into the split/skill 
who currently have ACD calls.S
G N AVA I L A B L EThe number of greatest need agents logged into the split/skill 
who are available in the split/skill.S
GNINACWThe number of greatest need agents logged into the split/skill 
who are in after call work (ACW) for ACD calls to the split/skill. 
This includes agents on ACWIN/ACWOUT calls, as well as 
agents who are in after call work not associated with an ACD 
call. Available on the R6 ECS and later.S
GNINAUXThe number of greatest need agents logged into the split/skill 
who are on inbound and outbound ACD calls for the split/skill. 
Available on the R6 ECS and later.S 
						

							  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 GNINAUX.S
GNINAUX1-9The current number of greatest need POSITIONS that are in 
AUX with the reason codes 1-9 for all splits/skills including 
greatest need agents on AUXIN/AUXOUT calls. Available on the 
ECS and laterS
GNONACDThe number of greatest need agents logged into the split/skill 
who are on inbound and outbound ACD calls for the split/skill. 
Available on the R6 ECS and later.S
GNONACDAUXOUT
The current number of greatest need POSITIONS that are on 
AUXOUT calls with an ACD call on hold for this split/skill. For 
greatest need agents in multiple skills with multiple call handling, 
the last call the agent put on hold was for this skill. Available for 
Generic 3 switches.S
GNONACDOUT
The current number of greatest need POSITIONS that are on 
outbound calls placed by an adjunct to this split/skill. Available 
for Generic 3 switches with the ASAI feature.S
GNONACWINThe current number of greatest need POSITIONS that are in 
ACW for this split/skill and on inbound extension calls. These 
greatest need agents also appear in INACW. GNONACWIN 
includes agents receiving extension calls from ACW associated 
with split/skill ACD calls and from ACW not associated with an 
ACD call.S
GNONACWOUTThe current number of greatest need POSITIONS that are in 
ACW for this split/skill and on outbound extension calls. These 
agents also appear in INACW. GNONACWOUT includes agents 
making extension calls from ACW associated with split/skill ACD 
calls and from ACW not associated with an ACD call.S Database Item DescriptionItem 
Ty p e 
						

							  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, including 
greatest need agents who have an ACD or AUXIN/AUXOUT call 
attributed to this split/skill on hold, and on outbound extension 
calls.S
GNDA_INACW
Current number of greatest need POSITIONS that are in after 
call work associated with direct agent calls. This includes 
greatest need agents who are on ACWIN/ACWOUT calls. 
GNDA_INACW is a subset of GNOTHER. Note: The total 
number of agents in after call work = GNINACW + 
GNDA_INACW. Requires a Generic 3 switch with the ASAI or 
EAS feature for direct agent calling.S
GNDA_ONACD
Current number of greatest need POSITIONS that are on direct 
agent ACD calls. GNDA_ONACD is a subset of GNOTHER. 
Note: The total number of greatest need agents on split/skill and 
direct agent ACD calls = GNONACD + GNDA_ONACD. 
Requires a Generic 3 switch with the ASAI or EAS feature for 
direct agent calling.S Database Item DescriptionItem 
Ty p e