Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-9
For Generic 3 switches, ABNCALLS includes all calls abandoned by the 
caller that were carried by this trunk, except for calls directly to 
unmeasured stations that did not go through a measured VDN or 
split/skill. This includes ACD calls and calls that routed to an agent or 
extension with talk times less than the phantom-abandoned call timer 
value. 
This is a status item.
Trunk tables
The number of...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-10
ABNCALLS1-102
Database tables2The ABNCALLS1-10 appears in the following database tables:
Split/skill tables
Number of ABNCALLS that were abandoned during the collection 
interval in each of the service level increments PERIOD1 through 
PERIOD9 (as defined on the Call Center Administration: Call Profile 
window). ABNCALLS10 counts calls that abandoned after PERIOD9. 
Note: If call profiles are not set,...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-11
ABNRINGCALLS2
Database tables2The ABNRINGCALLS item appears in the following database tables:
Split/skill tables
Number of split/skill or direct agent ABNCALLS that abandoned while 
ringing at an agent position. Available for ring tracking with Generic 3 
switches.
This is a cumulative item.
Trunk group tables
The number of split/skill or direct agent ABNCALLS that abandoned by 
the caller while...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-12
Agent tables
The time split/skill ACD callers waited while ringing the agents voice 
terminal before the call was abandoned. For Generic 3 switches, 
ABNTIME includes the time until the agent releases the call for phantom-
abandoned calls. Also available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time caller waited while vector steps were executed, the call was 
queued, and...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-13
ACCEPTABLE2
Database tables2The ACCEPTABLE appears in the following database tables:
Split/skill tables
Number of ACDCALLS answered by an agent within the predefined 
acceptable service level (SERVICELEVEL), as defined on the Call 
Center Administration: Split/Skill Call Profile window.
This is a cumulative item.
VDN tables
The number of ACDCALLS and CONNECTCALLS that were answered 
within the...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-14
Call work codes tables
The ACD number for which data was collected.
This is a row identifier item.
Agent login/logout tables
The ACD number for which data was collected.
Agent trace tables
The ACD number for which data was collected.
Current day configuration tables
ACD number for which data was collected.
Current day report tables
ACD number for which data was collected.
Call record tables
The ACD...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-15
ACD_RELEASE2
Database tables2The ACD_RELEASE item appears in the following database tables:
Agent tables
The number of split/skill ACD calls that the agent released or dropped 
before the far end released. Note: The transfers and conferences are 
always recorded as agent-released calls. Available for Generic 3 
switches.
This is a cumulative item.
ACDAUXOUT-
CALLS
2
Database tables2The ACDAUXOUTCALLS...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-16
ACDCALLS2
Database tables2The ACDCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED calls that were answered by an agent in the 
split/skill. ACDCALLS = ACDCALLS1 + ACDCALLS2 + ACDCALLS3 + 
ACDCALLS4 + ACDCALLS5 + ACDCALLS6 + ACDCALLS7 + 
ACDCALLS8 + ACDCALLS9 + ACDCALLS10.
ACDCALLS includes ACCEPTABLE, ACDCALLS1-10, BACKUPCALLS, 
CONFERENCE, HIGHCALLS,...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-17
VDN tables
The number of split/skill and direct agent ACD calls that were answered 
by an agent from queue to main, check backup, messaging 
split/skill, route to split/skill or direct agent, and adjunct routing to a 
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10, 
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and 
TRANSFERRED.
This is a cumulative item.
Call work codes tables
Number of...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-18
ACDTIME2
Database tables2The ACDTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACDCALLS. ACDTIME includes O_ACDTIME, but does 
not include HOLDTIME.
This is a cumulative item.
Agent tables
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME. It does 
not include HOLDTIME.
This is a cumulative item.
VDN tables
The talk time of all ACDCALLS, not including...