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.)
HIGHCALLS2
Database tables2The HIGHCALLS item appears in the following database tables:
Split/skill tables
Number of ACDCALLS with high priority that were answered by agents in 
this split/skill (for example, answered calls that were queued to the 
split/skill with high priority by a queue to main or check backup vector 
command) For Generic 3 switches with the Vectoring feature, this 
includes calls that were queued to a split/skill with priority using the route 
to or messaging split/skill vector commands, and calls that queued 
directly to a split/skill with priority. (Priority in these cases is determined 
by the class of restriction of the originator, which is an agent, an 
extension, a trunk group or a VDN.) Available on Generic 3 switches with 
the Vectoring feature.
This is a cumulative item.
HOLDABN2
Database tables2The HOLDABN item appears in the following database tables:
Call record tables
Whether or not this call abandoned from hold in this call segment. Valid 
values for HOLDABN are 0=NO, 1=YES. With Generic 3 switches and 
the ECS, this 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 cumulative item.
VDN tables
The number of times that callers abandoned from on hold. For Generic 3 
switches, and for the ECS, HOLDABNCALLS applies to all calls the 
agent put on hold.
This is a cumulative item.
HOLDACD-
CALLS
2
Database tables2The HOLDACDCALLS item appears in the following database tables:
VDN tables
The number of split/skill or direct agent ACD calls placed on hold at least 
one time.
This is a cumulative item. 
						

							  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 item.
HOLDCALLS2
Database tables2The HOLDCALLS item appears in the following database tables:
Split/skill tables
Number of split/skill ACD calls that were placed on hold at least once. 
Available on Generic 3 switches. HOLDCALLS includes 
HOLDABNCALLS.
This is a cumulative item.
Agent tables
The number of calls that were placed on hold at least once. HOLDCALLS 
includes HOLDABNCALLS. For Generic 3 switches, HOLDCALLS 
applies to all calls the agent put on hold. Requires a Generic 3 switch 
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
VDN tables
The number of calls that were placed on hold at least once. HOLDCALLS 
also includes HOLDABNCALLS and HOLDACDCALLS. For Generic 3 
switches, and for the ECS, HOLDCALLS applies to all calls the agent put 
on hold.
This is a cumulative item. 
						

							  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 item.
VDN tables
Time spent by callers on hold. HOLDTIME includes HOLDACDTIME. For 
Generic 3 switches and for the ECS, HOLDTIME applies to all calls the 
agent put on hold.
This is a cumulative item.
I_ACDAUXIN-
TIME
2
Database tables2The I_ACDAUXINTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were talking on 
AUXIN calls with a split/skill ACD call on hold where SPLIT is 
OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on 
AUXIN calls with at least one split/skill or direct agent ACD call on hold. 
For agents in multiple splits/skills, this time is recorded in the record in 
which SPLIT is OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item. 
						

							  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 last ACD call to have 
been put on hold before the agent made the AUXOUT call. Available on 
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent dialing and 
talking on AUXOUT calls with at least one split/skill or direct agent ACD 
call for this split/skill with the call on hold. Available on Generic 3 
switches.
This is a cumulative item.
I_ACDOTHER-
TIME
2
Database tables2The I_ACDOTHERTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS spent in the OTHER 
state (dialing an outgoing call with a Generic 3 switch, with a ringing 
extension call with Generic 3 switch, or with calls on hold and with no 
other state selected) with a split/skill ACD call on hold. Available on 
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent in the OTHER 
state (dialing an outgoing call, with a ringing personal call [Generic 3 
switches], or with calls on hold and with no other state selected) with at 
least one split/skill or direct agent ACD call on hold. Available on Generic 
3 switches.
This is a cumulative item. 
						

							  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 spent on hold. I_ACDTIME includes 
time spent on O_ACDCALLS, but does not include HOLDTIME.
This is a cumulative item.
I_ACWINTIME2
Database tables2The I_ACWINTIME 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 a split/skill ACD call or not 
associated with a call, and on inbound extension calls. This does not 
include time inbound extension calls spent on hold. Available on Generic 
3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was in ACW and on 
inbound extension calls. I_ACWINTIME includes ACW for split/skill ACD 
calls and ACW not associated with a call, but does not include the time 
inbound ACW calls spent on hold.
This is a cumulative item. 
						

							  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 
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was in ACW and on 
outbound extension calls. I_ACWOUTTIME includes ACW for split/skill 
ACD calls and ACW not associated with a call, but does not include the 
time ACWOUT calls spent on hold.
This is a cumulative item.
I_ACWTIME2
Database tables2The I_ACWTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in ACW. This 
includes ACW for split/skill ACD calls and ACW not associated with a 
call. Note: I_ACWINTIME and I_ACWOUTTIME include time in ACW for 
direct agent calls, but I_ACWTIME does not include this time. Therefore, 
the sum of I_ACWINTIME and I_ACWOUTTIME may be greater than 
I_ACWTIME. I_ACWTIME includes I_ACWINTIME and 
I_ACWOUTTIME.
This is a cumulative item.
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for 
this split/skill, either associated with a split/skill ACD call or not 
associated with a call. This I_ACWTIME includes I_ACWINTIME and 
I_ACWOUTTIME
This is a cumulative item. 
						

							  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, including time when an ACD or 
AUXIN/AUXOUT call is on hold and on inbound extension calls and 
SPLIT was the OLDEST_LOGON. I_AUXINTIME includes 
I_ACDAUXINTIME but does not include time calls spent on hold, which 
include time spent on hold unless the agent makes an outgoing call with 
an AUXIN call on hold.
Split/Skill tables
The time during the collection interval that POSITIONS were in AUX 
work, AVAILABLE, or for Generic 3 switches, including time when an 
ACD or AUXIN/AUXOUT call is on hold and on inbound extension calls. 
I_AUXINTIME includes I_ACDAUXINTIME but does not include time 
inbound extension calls spent on hold.
This is a cumulative item. 
						

							  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, the AUXOUT time and calls are recorded 
for the SPLIT that is the OLDEST_LOGON. In cases where the agent 
had an ACD call on hold, SPLIT is the split or skill associated with the last 
ACD call put on hold. I_AUXOUTTIME includes I_ACDAUX_OUTTIME, 
but does not include time calls spent on hold.
Split/Skill tables
The time during the collection interval that POSITIONS were 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. This does not include time outbound 
extension calls spent on hold.
This is a cumulative item.
I_AUXTIME2
Database tables2The I_AUXTIME item appears in the following database tables:
Split/Skill tables
The time during the collection interval that POSITIONS were in AUX in 
this split/skill. I_AUXTIME = I_AUXTIME0 + I_AUXTIME1 + I_AUXTIME2 
+ I_AUXTIME3 + I_AUXTIME4 + I_AUXTIME5 + I_AUXTIME6 + 
I_AUXTIME7 + I_AUXTIME8 + I_AUXTIME9 I_AUXTIME includes 
I_AUXTIME0, I_AUXTIME1-9, I_AUXINTIME, I_AUXOUTTIME, and 
I_TAUXTIME.
This is a cumulative item.
Agent tables
The time the agent spent in AUX work in SPLIT. When an agent is in AUX 
work in multiple splits/skills, this time is recorded in each split or skill in 
which the agent is in AUX. I_AUXTIME includes I_AUXINTIME and 
I_AUXOUTTIME.
This is a cumulative item. 
						

							  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 codes active, I_AUXTIME0 is the same as I_AUXTIME.
This is a cumulative item.
I_AUXTIME1-92
Database tables2The I_AUXTIME1-9 item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were in AUX for each 
reason code 1-9 in this skill. This includes time on extension calls from 
each AUX state. Available for Generic 3 Version 5 and later Generic 3 
switches with EAS.
This is a cumulative item.
I_AVAILTIME2
Database tables2The I_AVAILTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were available for 
calls from this split/skill. I_AVAILTIME includes I_TAVAILTIME.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was available for 
ACD calls in this split/skill.
This is a cumulative item.