Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-69
DISPTIME2
Database tables2The DISPTIME item appears in the following database tables:
Call record tables
Wait time (in the vector, in queue, and ringing) until the disposition is 
recorded in DISPOSITION for the segment. For extension calls made 
directly to agents (not through a VDN), this will always be zero.
DISPVDN2
Database tables2The DISPVDN item appears in the following database tables:
Call...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-70
Call record tables
The total time the trunk was in use. This is the overall trunk holding time 
from the beginning of the call segment until the caller is disconnected. 
For the first segment of a call, this will be the trunk holding time for the 
caller for the entire call (from seized until idle). With a transfer, the original 
trunk remains associated with both call segments until the call ends....

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-71
EVENT1-92
Database tables2The EVENT1-9 item appears in the following database tables:
Split/skill tables
Number of times each event (stroke count) feature button (feature button 
1 to 9) was pressed by agents on split/skill or direct agent ACD calls or in 
after call work associated with an ACD call for this split/skill. Available 
with Generic 3 switches.
This is a cumulative item.
Agent tables
The...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-72
EWTHIGH 
(real-time)
2
Database tables2The EWTHIGH (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at high priority to 
this split/skill. The expected wait time (EWT) is an estimate of how long a 
caller will wait in queue at HIGH priority until being served. Time spent 
ringing at the agent is not included in this...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-73
EWTMEDIUM 
(real-time)
2
Database tables2The EWTMEDIUM (real-time) item appears in the following database 
tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at medium priority 
to this split/skill. The expected wait time is an estimate of how long a 
caller will wait in queue at MEDIUM priority until being served. Time spent 
ringing at the agent is not included in this...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-74
EXT_CALL_
ORIG
2
Database tables2The EXT_CALL_ORIG item appears in the following database tables:
Agent trace tables
Agent originated an external (off-switch) call. Available on Generic 3 
switches.
EXTENSION2
Database tables2The EXTENSION item appears in the following database tables:
Agent tables
The extension number for which data was collected.
This is an administrative item.
Trunk tables
This is a...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-75
EXTYPE2
Database tables2The EXTYPE item appears in the following database tables:
Agent exception table
The type of exception that occurred: 
Value = Type
1 = Time Available
2 = Time on inbound ACD call (min)
3 = Time on inbound ACD call (max)
4 = Time in after call work
5 = Time on outbound ACW call
6 = Time on inbound ACW call
7 = Time in AUX work
8 = Time on outbound AUX call
9 = Time on inbound AUX...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-76
26 = Time ACD call spends ringing**
27 = Multiple logins on same extension
28 = Ringing call automatically redirected from agent
29 = Agent logged out with active/held calls
30 = Number of calls in direct agent queue
31 = Time call waited in direct agent queue
32 = Number calls abandoned from direct agent queue
34 = Number calls outflowed from direct agent queue
38 = Number of calls transferred
48 =...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-77
34 = Number intraflowed-out calls
35 = Number interflowed-out calls
36 = Number calls offered while queue full*
37 = Number calls handled as backup
38 = Number calls transferred**
39 = Average speed of answer (seconds)
40 = Rolling average speed of answer (seconds)
41 = Expected wait time (priority top)
42 = Expected wait time (priority high)
43 = Expected wait time (priority medium)
44 = Expected wait...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-78
34 = Number calls that flowed out of VDN
35 = Number calls interflowed out of VDN
37 = Number calls handled by backup split
71 = Time in vector (max)
72 = Number calls forced busy
73 = Number calls disconnected
74 = Number unsuccessful lookahead attempts
75 = Adjunct routing
76 = Rolling average speed of answer
This is a cumulative item.
Vector exception table
The type of exception that occurred:
Value...