Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-239
Reports-specific 
Calculations
2
Overview2The calculations in this section have been added specifically to support 
reports modified for V8 
CentreVu Supervisor. These calculations present 
information supporting 
CentreVu Advocate and Virtual Routing. They are 
not standard CMS calculations and are not part of the CMS database, 
althouigh they draw data from the database. These calculations are only...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-240
% Busy 100 * BUSYCALLS / INCALLS The number of the total 
calls to a VDN that were 
busy, expressed as a 
percentage. Used in 
interval, weekly, and 
monthly reports.hvdn, mvdn, 
wvdn
% Flow Out 100 * OUTFLOWCALLS) / INCALLS The number of the total 
calls to a VDN that were 
redirected to another 
VDN, expressed as a 
percentage. Used in 
interval, weekly, and 
monthly reports.hvdn, wvdn, 
mvdn
% Agent...

  Index CentreVu® CMS R3V8 Database Items and Calculations
IN-1
Index
Symbols
% Aban .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-239
% Agent Occup (Group) w/ACW .  .  .  .  .  .  .  .  2-240
% Agent Occup (Group) w/o ACW .  .  .  .  .  .  .  2-240
% Busy  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-239, 2-240
% Disconnect .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-239
% Flow Out .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-240
A
Abandoned Call.  ....

  Index CentreVu® CMS R3V8 Database Items and Calculations
IN-2
AVG_CONNECT_TIME_SUM .  .  .  .  .  .  .  .  .   2-229
AVG_DEQUE_ACD_TIME .  .  .  .  .  .  .  .  .  .  .   2-229
AVG_EQV_AGENTS_STFD .  .  .  .  .  .  .  .  .  .   2-229
AVG_HOLD_TIME .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-229
AVG_HOLD_TIME_SUM.  .  .  .  .  .  .  .  .  .  .  .   2-230
AVG_INB_ACD_TIME  .  .  .  .  .  .  .  .  .  .  .  .  .   2-230
AVG_INB_ACD_TIME_SUM .  .  .  .  .  .  .  .  .  .   2-230
AVG_INB_ACW_TIME .  .  ....

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IN-3
DA_ACWINCALLS .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-54
DA_ACWINTIME .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-54
DA_ACWOADJCALLS .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-55
DA_ACWOCALLS  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-55
DA_ACWOOFFCALLS.  .  .  .  .  .  .  .  .  .  .  .  .  .  2-56
DA_ACWOOFFTIME.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-56
DA_ACWOTIME .  .  .  .  .  .  .  .  .  .  .  .  .  ....

  Index CentreVu® CMS R3V8 Database Items and Calculations
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H
hagent  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-14
haglog.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-15
hcwc  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-15
HDATE1-4  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-88
HELD .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-89
HIGHCALLS  .  .  .  .  .  .  .  .  .  .  .  .  ....

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MAXINQUEUE .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-123
MAXOCWTIME.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-123
MAXSTAFFED .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-124
MAXTOP .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-124
MAXWAITING  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-125
MBUSY (real-time) .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-125
MBUSYTIME .  .  .  .  ....

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Phantom Abandon Calls  .  .  .  .  .  .  .  .  .  .  .  .  .  1-20
PHANTOMABNS .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-146
POSITION (index)  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-147
POSITIONS.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-147
PREFERENCE .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-147
Presentation
Administrative data  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-3
Calculations .  ....

  Index CentreVu® CMS R3V8 Database Items and Calculations
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T
Table Names .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-13
TAGINRING  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-173
TALKTIME  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-173
TAVAILABLE .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-173
TDA_INACW .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-174
TDA_ONACD.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-174...

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