Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-149
QUECOUNT
(real-time)
2
Database tables2The QUECOUNT (real-time) item appears in the following database 
tables:
Trunk tables
The number of ACD split/skill queues that the call is in. This is blank 
(NULL) when the trunk goes idle, gets forced busy, gets a forced 
disconnect, connects to a station or agent, or forwards out of the queue. 
Values: NULL, 1-3
This is a status item.
QUETYPE 
(real-time)
2
Database tables2The QUETYPE (real-time) item appears in the following database tables:
Trunk tables
Whether this call entered the queue by the queue to main or another 
vector step. QUETYPE is NULL for direct agent calls, when vectoring is 
not used, and when the call dequeues (is answered, abandoned, gets 
forced busy, or gets a forced disconnect). Valid values are NULL, MAIN, 
and BACKUP.
This is a status item.
QUETYPE2-3 
(real-time)
2
Database tables2The QUETYPE2-3 (real-time) item appears in the following database 
tables:
Trunk tables
Whether this call entered the second or third queue by the queue to 
main or another vector step. QUETYPE2 and QUETYPE3 are NULL 
when vectoring is not used and when the call dequeues (is answered, 
abandoned, gets forced busy, or gets a forced disconnect). Valid values 
are NULL, MAIN, and BACKUP. Available on Generic 3 switches.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-150
R1AGINRING
(real-time)
2
Database tables2The R1AGINRING item appears in the following database tables:
Split/skill tables
The number of reserve1 agents with this skill ACD call ringing (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R1AVAILABLE
(real-time)
2
Database tables2The R1AVAILABLE item appears in the following database tables:
Split/skill tables
The number of reserve1 agents who are available to take a call (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R1INACW
(real-time)
2
Database tables2The R1INACW item appears in the following database tables:
Split/skill tables
The number of reserve1 agents in ACW for this skill (0-999). Requires a 
DEFINITY ECS R6 or later with EAS.
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-151
R1INAUX
(real-time)
2
Database tables2The R1INAUX item appears in the following database tables:
Split/skill tables
The number of reserve1 agents in AUX work for this skill (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R1ONACD
(real-time)
2
Database tables2The R1ONACD item appears in the following database tables:
Split/skill tables
The number of reserve1 agents on ACD calls for this skill (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R1OTHER
(real-time)
2
Database tables2The R1OTHER item appears in the following database tables:
Split/skill tables
The number of reserve1 agents in the OTHER work state for this skill (0-
999). Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-152
R1STAFFED
(real-time)
2
Database tables2The R1STAFFED item appears in the following database tables:
Split/skill tables
The number of agents staffing this skill as reserve1 (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R2AGINRING
(real-time)
2
Database tables2The R2AGINRING item appears in the following database tables:
Split/skill tables
The number of reserve2 agents with this skill ACD call ringing (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R2AVAILABLE
(real-time)
2
Database tables2The R2AVAILABLE item appears in the following database tables:
Split/skill tables
The number of reserve2 agents who are available to take a call (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-153
R2INACW
(real-time)
2
Database tables2The R2INACW item appears in the following database tables:
Split/skill tables
The number of reserve2 agents in ACW for this skill (0-999). Requires a 
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2INAUX
(real-time)
2
Database tables2The R2INAUX item appears in the following database tables:
Split/skill tables
The number of reserve2 agents in AUX work for this skill (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R2ONACD
(real-time)
2
Database tables2The R2ONACD item appears in the following database tables:
Split/skill tables
The number of reserve2 agents on ACD calls for this skill (0-999). 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-154
R2OTHER
(real-time)
2
Database tables2The R2OTHER item appears in the following database tables:
Split/skill tables
The number of reserve2 agents in the OTHER work state for this skill (0-
999). Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
R2STAFFED
(real-time)
2
Database tables2The R2STAFFED item appears in the following database tables:
Split/skill tables
The number of agents staffing this skill as reserve2 (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
RAGOCC2
Database tables2The RAGOCC item appears in the following database tables:
Current day report tables
Resulting maximum percentage of time that an agent will be on ACD 
calls.
RAVGSPEED-
ANS
2
Database tables2The RAVGSPEEDANS item appears in the following database tables:
Current day report tables
Resulting average speed of answer in seconds for this type of call. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-155
REASON2
Database tables2The REASON item appears in the following database tables:
Data collection exception table
The reason for the interruption of data collection. The reasons may be as 
follows:
Value = Reason
91 = Data collection started
92 = Data collection of new translations started
93 = Data collection turned off
94 = Data collection busied out
95 = Data collection timed out
96 = Data collection clock was reset
97 = Data collection session down
This is a cumulative item.
REASON_CODE2
Database tables2The REASON_CODE item appears in the following database tables:
Agent exception table
The reason code that the agent was in when the exception occurred.
This is a cumulative item.
RECONNECT2
Database tables2The RECONNECT item appears in the following database tables:
Agent trace tables
This event represents the agent reconnecting to the call after putting it on 
hold. Available on Generic 3 switches. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-156
RETURNCALLS2
Database tables2The RETURNCALLS item appears in the following database tables:
VDN tables
Number of calls that reached this VDN via the VDN return destination 
feature. Available on Generic 3 Version 3 and newer switches.
This is a cumulative item.
RINGCALLS2
Database tables2The RINGCALLS item appears in the following database tables:
Split/skill tables
The number of this split/skills calls that rang at agent positions. Available 
on a Generic 3 switch for ring tracking. RINGCALLS includes 
ACDCALLS and NOANSREDIR.
This is a cumulative item.
Agent tables
The number of split/skill (Generic 3 switches) and direct agent ACD calls 
(Generic 3 switches) that rang at the agents position. RINGCALLS 
includes NOANSREDIR. Available on Generic 3 switches for ring 
tracking.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls that rang at agent 
positions. RINGCALLS includes ACDCALLS. Available on Generic 3 
switches and the ECS.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls that rang at agent 
positions. Available on Generic 3 switches and the ECS. RINGCALLS 
includes ACDCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-157
RINGTIME2
Database tables2The RINGTIME item appears in the following database tables:
Split/skill tables
The time this split/skills calls spent ringing at agent positions 
independent of final disposition and other agent activity. I_RINGTIME is 
the time the agent spends with ringing calls and is affected by other agent 
activity. RINGTIME is the time the caller spends ringing and is 
independent of agent activity. Available on a Generic 3 switch for ring 
tracking.
This is a cumulative item.
Agent tables
The time split/skill and direct agent ACD calls spent ringing at the agents 
position (independent of disposition or other agent activity). RINGTIME is 
the time the caller spends ringing and is independent of agent activity. 
I_RINGTIME is the time the agent spends in the ringing state and is 
affected by other agent activity. RINGTIME includes ANSRINGTIME. 
Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time split/skill and direct agent ACD that rang at agent positions. 
Available on Generic 3 switches.
This is a cumulative item.
VDN tables
Time split/skill and direct agent ACD calls spent ringing at agent 
positions, independent of final disposition. Available on Generic 3 
switches and on the ECS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-158
ROLE
(real-time)
2
Database tables2The ROLE item appears in the following database tables:
Agent report tables
The agents service role for the split. Values are: Top, Reserve, Backup, 
Standard, Roving, and Flex. Requires a DEFINITY ECS R6 or later with 
EAS.
This is a status item.
ROW_DATE 
(index)
2
Database tables2The ROW_DATE (index) item appears in the following database tables:
Split/skill tables
Date on which data was collected.
This is a row identifier item.
Agent tables
The day for which the data was collected or the exception occurred.
This is a row identifier item.
Trunk group tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Trunk tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Vector tables
The date for which data was collected or the exception occurred.
This is a row identifier item.
VDN tables
Date for which the data was collected or the exception occurred.
This is a row identifier item.