Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-89
HELD2
Database tables2The HELD item appears in the following database tables:
Call record tables
Total number of times this call was placed on hold by the answering 
agent in this call segment. With agent-to-agent calls, this count is 
incremented for the agent who puts the call on hold, but not for the calling 
agent. (For the ECS and Generic 3 switches, applies to all calls the agent 
put on hold.)...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-90
HOLDABN-
CALLS
2
Database tables2The HOLDABNCALLS item appears in the following database tables:
Split/skill tables
Number of times split/skill ACD callers abandoned the call while on hold. 
Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The number of times callers abandoned from hold. For Generic 3 
switches, HOLDABNCALLS applies to all calls the agent put on hold. 
This is a...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-91
HOLDACDTIME2
Database tables2The HOLDACDTIME item appears in the following database tables:
Agent tables
The time split/skill and direct agent ACD calls spent on hold at the agents 
voice terminal. This includes time on AUXIN or AUXOUT calls with the 
ACD calls on hold.
This is a cumulative item.
VDN tables
The time spent by split/skill or direct agent ACD callers spent on hold.
This is a cumulative...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-92
HOLDTIME2
Database tables2The HOLDTIME item appears in the following database tables:
Split/skill tables
Time spent by split/skill ACD callers on hold. Available on Generic 3 
switches.
This is a cumulative item.
Agent tables
The time spent by callers on hold. For Generic 3 switches, HOLDTIME is 
the time spent by split/skill ACD callers on hold. HOLDTIME includes 
HOLDACDTIME.
This is a cumulative...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-93
I_ACDAUX_
OUTTIME
2
Database tables2The I_ACDAUX_OUTTIME item appears in the following database 
tables:
Split/skill tables
Time during the collection interval that POSITIONS spent dialing and 
talking on AUXOUT calls with a split/skill ACD call for this split/skill on 
hold. Note: In a multiple call handling environment with agents in multiple 
skills, the ACD call for this skill must have been the...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-94
I_ACDTIME2
Database tables2The I_ACDTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were on split/skill 
ACD calls. This includes time on O_ACDCALLS as well as on 
ACDCALLS.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was talking on ACD 
calls for SPLIT or the time ACD calls...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-95
I_ACWOUTTIME2
Database tables2The I_ACWOUTTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for 
this split/skill, either associated with this split/skill ACD call or not 
associated with a call, and on outbound extension calls. This does not 
include time outbound extension calls spent on hold. Available on...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-96
I_ARRIVED2
Database tables2The I_ARRIVED item appears in the following database tables:
VDN tables
Number of calls that reached this VDN during this interval.
This is a cumulative item.
I_AUXINTIME2
Database tables2The I_AUXINTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in AUX work, 
AVAILABLE, or for Generic 3 switches,...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-97
I_AUXOUTTIME2
Database tables2The I_AUXOUTTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in AUX work, 
AVAILABLE, or, for Generic 3 switches, including time when an ACD or 
AUXIN/AUXOUT call on hold and on outbound extension calls. In the 
cases where the agent was in AUX work, AVAILABLE or had an 
AUXIN/AUXOUT call on hold,...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-98
I_AUXTIME02
Database tables2The I_AUXTIME0 item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were in AUX for 
reason code 0 in this split/skill. This includes time on extension calls from 
this AUX state. For switches with AUX reason codes active, this 
represents time agents spent in system AUX. For switches without AUX 
reason...