Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-229
AVG_ACW_TIME_SUM sum(ACWTIME) / sum(ACDCALLS) Total average ACW 
time.
AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME + 
AUXOUTOFFTIME) / 
sum(ACWOUTOFFCALLS + 
AUXOUTOFFCALLS)Average time for off-
switch calls while in 
ACW or AUX.
AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) / 
sum(TOTAL_ACDCALLS)Total average agent 
ACW time.
AVG_AGENT_ACW_TIME TOTAL_ACWTIME / 
TOTAL_ACDCALLSAverage ACW time.
 AVG_AGENT_TALK_SUM...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-230
 AVG_HOLD_TIME_SUM sum(HOLDTIME) / 
sum(HOLDCALLS)Total average hold 
time.
 AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / 
(TOTAL_ACDCALLS - 
O_ACDCALLS)The average inbound 
ACD time.
 AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / 
INBOUND_ACDCALLSThe average inbound 
ACW time.
AVG_INB_ACD_TIME_SUM (sum(TOTAL_ACDTIME - 
O_ACDTIME)) / 
INBOUND_ACDCALLSAverage inbound 
ACD time.
 AVG_INB_ACW_TIME_SUM...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-231
 AVG_TALK_TIM_OUT_SUM sum(ACWOUTTIME + 
AUXOUTTIME) / 
sum(ACWOUTCALLS + 
AUXOUTCALLS)Extension out calls 
total average talk 
time
AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM + 
TOT_I_ACDHOLD_SUM + 
TOP_AVAUXTIME_SUM)/sum(INTR
VL*60)Average positions 
staffed for EAS, 
summed over all 
records found in the 
search, making use 
of the top agent 
concept to avoid 
double- counting 
agents time when 
they are...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-232
  AVG_VDN_ACW_SK2_TIME SKILLACWTIME2/SKILLCALLS2 Average time spent in 
ACW for VDN skill 
preference 2.
AVG_VDN_ACW_SK3_TIME SKILLACWTIME3/SKILLCALLS3 Average time spent in 
ACW for VDN skill 
preference 3.
AVG_VDN_TIME INTIME / INCALLS Average VDN time.
AVG_VDN_TIME_SUM sum(INTIME) / sum(INCALLS) Total average time in 
VDN.
 AVG_VEC_TIME INTIME / INCALLS Average vector time.
AVG_VEC_TIME_SUM...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-233
EXT_IN_TIME (I_ACWINTIME + I_AUXINTIME) Time on incoming 
extension calls.
EXT_OUT_TIME (I_ACWOUTTIME + 
I_AUXOUTTIME)Time on outgoing 
extension calls.
FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex 
agents on ACD calls, 
ringing, or in ACW for 
this skill. 
FTE_AGENTS TOT_PERCENTS / 100  The number of full-
time equivalent 
agents staffed for this 
skill. 
FTEA_AVAUX (I_AVAILTIME +...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-234
MAX_FTE_AGENTS MAX_TOT_PERCENTS / 100 The maximum 
number of full-time 
equivalent agents on 
this skill. 
PERCENT_ACD_TIME 100 * ((I_ACDTIME + I_ACWTIME) / 
I_STAFFTIME)Percentage of time 
agents spend on 
split/skill ACD calls 
and in ACW.
PERCENT_ACD_TIME_SUM 100 * (sum(I_ACDTIME + 
I_ACWTIME) / sum(I_STAFFTIME))Total percentage of 
time agents in spend 
on split/skill ACD 
calls and in ACW....

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-235
 PERCENT_ALL_MBUSY_I 100*(MBUSYTIME)/(INTERVL*60)su
m(TRUNKS)Percent of time all 
trunks were 
maintenance busy.
PERCENT_AUX_WORK 100 * (I_AUXTIME / I_STAFFTIME) Percentage time 
agents spent in AUX.
 PERCENT_AUX_WORK_SUM 100 * (sum(I_AUXTIME) / 
sum(I_STAFFTIME))Total percentage time 
agents spent in AUX.
PERCENT_CALL_ABAN 100 * (ABNCALLS / 
(CALLSOFFERED))Percentage of calls 
offered that 
abandoned....

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-236
 PERCENT_MBUSY_SUM_M 100 * (sum(MBUSYTIME) / 
(avg(m_secs.SECSPERMN) * 
sum(TRUNKS)))Percent of time all 
trunks were 
maintenance busy 
during the month.
PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / 
(avg(w_secs.SECSPERWK) * 
TRUNKS))Percent of time all 
trunks were 
maintenance busy 
during the week.
PERCENT_MBUSY_SUM 100 * (sum(MBUSYTIME) / 
(avg(SECS_PER_DAY) * 
sum(TRUNKS)))Percent time trunks in...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-237
R1ACTIVE_AGT R1AGINRING + R1ONACD + 
R1INACWThe number of 
reserve1 agents on 
ACD calls, ringing, or 
in ACW for this skill. 
R2ACTIVE_AGT R2AGINRING + R2ONACD + 
R2INACW The number of 
reserve2 agents on 
ACD calls, ringing, or 
in ACW for this skill. 
SECS_PER_DAY (24 * 60 * 60) Seconds per day. 
NOTE: To use 
, 
data collection must 
be active 24 hours a 
day, seven days a 
week.
TOP_AVAUXTIME sum...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-238
TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME + 
I_ACDAUXINTIME + 
I_ACDAUX_OUTTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF_S
UM calculation. Sum 
of the time agents 
spent with ACD calls 
on hold.
TOTAL_I_ACDACW sum (I_ACDTIME + I_ACWTIME 
+I_DA_ACDTIME+I_DA_ACWTIME 
+I_RINGTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF 
calculation. Sum of 
the ACD and ACW 
time for split/skill and...