Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-159
Call work codes tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Agent login/logout tables
The day for which data was collected or the exception occurred.
Agent trace tables
The day for which data was collected or the exception occurred.
Current day configuration tables
The day for which data was collected or the exception occurred.
Current day...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-160
ROW_TIME2
Database tables2The ROW_TIME item appears in the following database tables:
Call record tables
The starting time for this segment.
Agent exception table
Time at which the exception occurred.
This is a cumulative item.
Split/skill exception table
Time at which the exception occurred.
This is a cumulative item.
Trunk group exception table
Time at which the exception occurred.
This is a...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-161
SEGMENT2
Database tables2The SEGMENT item appears in the following database tables:
Call record tables
Number identifying the call segment. Segment numbers are from 1 up to 
the number of segments in the call.
SEGSTART2
Database tables2The SEGSTART item appears in the following database tables:
Call record tables
UNIX time and date when the call segment started. (UNIX time and date 
is the number of...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-162
SERVICELEVEL2
Database tables2The SERVICELEVEL item appears in the following database tables:
Split/skill tables
Number of seconds within which calls must be answered/connected in 
order to be considered acceptable (as defined on the Call Center 
Administration: Split/Skill Call Profile window).
This is an administrative item.
VDN tables
Number of seconds within which calls must be answered/connected...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-163
SETUPTIME2
Database tables2The SETUPTIME item appears in the following database tables:
Trunk group tables
Amount of time from trunk seizure until OUTCALLS completed at the far 
end. Available on Generic 3 switches.
This is a cumulative item.
SHORTCALLS2
Database tables2The SHORTCALLS item appears in the following database tables:
Trunk group tables
The number of inbound and outbound calls that...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-164
SKILL1-32
Database tables2The SKILL1-3 item appears in the following database tables:
VDN tables
First, second, and third VDN skill assigned to this VDN. Available on 
Generic 3 and newer switches and on the ECS with EAS.
This is an administrative item.
SKILLACWTIME-
1-3
2
Database tables2The SKILLACWTIME1-3 item appears in the following database tables:
VDN tables
ACW time spent by agents for calls...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-165
SKILLTYPE2
Database tables2The SKILLTYPE item appears in the following database tables:
Agent tables
This is a real-time item.
The type (p. for primary or s for secondary) of the first skill that the 
agent logged into. Requires Generic 3 Version 2 switches with EAS. 
Note: For the ECS and newer switches with the EAS feature, skill level 1 
will be represented by p, skill level 2 by s and skill levels...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-166
Agent login/logout tables
Type (p for primary or s for secondary) of the second, third, and fourth 
skills the agent logged into. NOTE: For the ECS and later switch releases 
with the EAS feature, skill level 1 will be represented by p, skill level 2 
will be represented by s, and skill levels 3 through 16 by blank. Users of 
more than 2 skill levels should use SKLEVEL instead of SKILLTYPE 
items....

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-167
SKPERCENT2
Database tables2The SKPERCENT item appears in the following database tables:
Agent tables
The agents percent allocation for LOGONSKILL. Requires a DEFINITY 
ECS R6 or later with EAS. 
This is a status item.
Agent login/logout tables
The agents percent allocation for LOGONSKILL. Requires a DEFINITY 
ECS R6 or later with EAS. 
SKPERCENT2-202
Database tables2The SKPERCENT2-20 item appears in...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-168
SLVLABNS2
Database tables2The SLVLABNS item appears in the following database tables:
Split/skill tables
Number of ABNCALLS whose time to abandon was less than or equal to 
this split/skills SERVICELEVEL.
This is a cumulative item.
VDN tables
Number of ABNCALLS whose time to abandon was less than or equal to 
this VDN’s SERVICELEVEL.
This is a cumulative item.
SLVLOUT-
FLOWS
2
Database tables2The...