Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-159
Call work codes tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Agent login/logout tables
The day for which data was collected or the exception occurred.
Agent trace tables
The day for which data was collected or the exception occurred.
Current day configuration tables
The day for which data was collected or the exception occurred.
Current day report tables
The day for which data was collected or the exception occurred.
Call record tables
The date for which data was collected or the exception occurred.
Agent exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Split/skill exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Trunk group exception table
Day for which data was collected or the exception occurred.
This is a cumulative item.
VDN exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Vector exception table
The date for which data was collected or which the exception occurred.
This is a cumulative item.
Malicious call trace exception table
The date for which data was collected or the exception occurred.
This is a cumulative item.
Data collection exception table
The day for which data was collected or the exception occurred.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-160
ROW_TIME2
Database tables2The ROW_TIME item appears in the following database tables:
Call record tables
The starting time for this segment.
Agent exception table
Time at which the exception occurred.
This is a cumulative item.
Split/skill exception table
Time at which the exception occurred.
This is a cumulative item.
Trunk group exception table
Time at which the exception occurred.
This is a cumulative item.
VDN exception table
Time at which the exception occurred.
This is a cumulative item.
Vector exception table
Time at which the exception occurred.
This is a cumulative item.
Malicious call trace exception table
Time at which the malicious call was reported.
This is a cumulative item.
Data collection exception table
Time at which data collection was interrupted.
This is a cumulative item.
RSERVLEVELP2
Database tables2The RSERVLEVELP item appears in the following database tables:
Current day report tables
Resulting percentage of calls to be handled within SERVLEVELT 
seconds. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-161
SEGMENT2
Database tables2The SEGMENT item appears in the following database tables:
Call record tables
Number identifying the call segment. Segment numbers are from 1 up to 
the number of segments in the call.
SEGSTART2
Database tables2The SEGSTART item appears in the following database tables:
Call record tables
UNIX time and date when the call segment started. (UNIX time and date 
is the number of seconds since midnight, 01/01/70.) Call segments start 
when CMS receives the first message for the call, since each call 
segment represents a call. (When an agent transfers or conferences a 
call, the agent makes another call to bring about the transfer/conference.)
SEGSTOP2
Database tables2The SEGSTOP item appears in the following database tables:
Call record tables
UNIX time and date when the call segment ended. (UNIX time and date 
is the number of seconds since midnight, 01/01/70.) A call segment ends 
when all trunks and agents associated with the call segment have 
dropped off the call. This means that after call work time for the agent(s) 
is included when calculating the call segment stop time. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-162
SERVICELEVEL2
Database tables2The SERVICELEVEL item appears in the following database tables:
Split/skill tables
Number of seconds within which calls must be answered/connected in 
order to be considered acceptable (as defined on the Call Center 
Administration: Split/Skill Call Profile window).
This is an administrative item.
VDN tables
Number of seconds within which calls must be answered/connected to be 
considered acceptable (as defined on the Call Center Administration: 
VDN Call Profile Setup window).
This is an administrative item.
SERVLEVELP2
Database tables2The SERVLEVELP item appears in the following database tables:
Current day report tables
Objective percentage of calls to be handled within SERVLEVELT 
seconds.
SERVLEVELT2
Database tables2The SERVLEVELT item appears in the following database tables:
Current day report tables
Number of seconds within which SERVLEVELP percent of calls are to be 
answered (service level time). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-163
SETUPTIME2
Database tables2The SETUPTIME item appears in the following database tables:
Trunk group tables
Amount of time from trunk seizure until OUTCALLS completed at the far 
end. Available on Generic 3 switches.
This is a cumulative item.
SHORTCALLS2
Database tables2The SHORTCALLS item appears in the following database tables:
Trunk group tables
The number of inbound and outbound calls that occupied a trunk in the 
trunk group for less than 2 seconds and that did not queue to a split/skill, 
forward to a split/skill, get answered by an agent, get a forced busy or 
forced disconnect from the switch, or produce a trunk failure or 
maintenance busy. Note that SHORTCALLS includes both inbound and 
outbound calls. Therefore, OTHERCALLS and O_OTHERCALLS may 
each include some SHORTCALLS.
This is a cumulative item.
Trunk tables
The number of inbound and outbound calls that occupied a trunk for less 
than 2 seconds and that did not queue to a split/skill, forward to a 
split/skill, get answered by an agent, get a forced busy or forced 
disconnect from the switch, or produce a trunk failure or maintenance 
busy. Note that SHORTCALLS includes both inbound and outbound 
calls. Therefore, OTHERCALLS and O_OTHERCALLS may each include 
some SHORTCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-164
SKILL1-32
Database tables2The SKILL1-3 item appears in the following database tables:
VDN tables
First, second, and third VDN skill assigned to this VDN. Available on 
Generic 3 and newer switches and on the ECS with EAS.
This is an administrative item.
SKILLACWTIME-
1-3
2
Database tables2The SKILLACWTIME1-3 item appears in the following database tables:
VDN tables
ACW time spent by agents for calls answered in each VDN skill 
preference. Available on Generic 3 switches with EAS.
This is a cumulative item.
SKILLCALLS1-32
Database tables2The SKILLCALLS1-3 item appears in the following database tables:
VDN tables
Number of calls answered by agents in each VDN skill preference. 
Available on Generic 3 Version 2 switches with EAS.
This is a cumulative item.
SKILLTIME1-32
Database tables2The SKILLTIME1-3 item appears in the following database tables:
VDN tables
Time agents spent talking on calls they answered in each VDN skill 
preference. Available on Generic 3 switches with EAS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-165
SKILLTYPE2
Database tables2The SKILLTYPE item appears in the following database tables:
Agent tables
This is a real-time item.
The type (p. for primary or s for secondary) of the first skill that the 
agent logged into. Requires Generic 3 Version 2 switches with EAS. 
Note: For the ECS and newer switches with the EAS feature, skill level 1 
will be represented by p, skill level 2 by s and skill levels 3-16 by 
blank. Users of more than 2 skill levels should use SKLEVEL items 
instead of SKILLTYPE items.
This is a status item.
Agent login/logout tables
Type (p for primary or s for secondary) of the first skill that the agent 
logged into. Requires Generic 3 switches with EAS. NOTE: For the ECS 
and later switch releases with the EAS feature, skill level 1 will be 
represented by p, skill level 2 will be represented by s, and skill levels 
3 through 16 by blank. Users of more than 2 skill levels should use 
SKLEVEL instead of SKILLTYPE items.
SKILLTYPE2-42
Database tables2The SKILLTYPE2-4 item appears in the following database tables:
Agent tables
This is a real-time item.
The type (p for primary or s for secondary) of the second, third, and 
fourth skills the agent logged into. Requires Generic 3 Version 2 switches 
with EAS. Note: For the ECS and newer EAS releases, skill level 1 will be 
represented by p, skill level 2 by s and skill levels 3-16 by blank. Users 
of more than 2 skill levels should use SKLEVEL items instead of 
SKILLTYPE items.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-166
Agent login/logout tables
Type (p for primary or s for secondary) of the second, third, and fourth 
skills the agent logged into. NOTE: For the ECS and later switch releases 
with the EAS feature, skill level 1 will be represented by p, skill level 2 
will be represented by s, and skill levels 3 through 16 by blank. Users of 
more than 2 skill levels should use SKLEVEL instead of SKILLTYPE 
items. Available for Generic 3 switches with EAS and requires Generic 3 
Version 2 switches with EAS.
SKLEVEL2
Database tables2The SKLEVEL item appears in the following database tables:
Agent tables
The skill level (from 1-16) or the reserve level (1 or 2) for a reserve skill 
associated with the first skill the agent logged into. This SKLEVEL 
applies to LOGONSKILL. Requires the R6 or later ECS with the EAS 
feature. Reserve levels are only available on the ECS R6 or later.
This is a status item.
Agent login/logout tables
Indicates the agents skill level (1-16) for a normal skill or reserve level (1 
or 2) for a reserve skill. This SKLEVEL applies to LOGONSKILL. 
Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve levels 
are only available on the ECS R6 or later. 
SKLEVEL2-202
Database tables2The SKLEVEL2-20 item appears in the following database tables:
Agent tables
Indicates the agents skill level (1-16) for a normal skill or reserve level (1 
or 2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-
20. Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later. 
This is a status item.
Agent login/logout tables
Indicates the agents skill level (1-16) for a normal skill or reserve level (1 
or 2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-
20. Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later.  
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-167
SKPERCENT2
Database tables2The SKPERCENT item appears in the following database tables:
Agent tables
The agents percent allocation for LOGONSKILL. Requires a DEFINITY 
ECS R6 or later with EAS. 
This is a status item.
Agent login/logout tables
The agents percent allocation for LOGONSKILL. Requires a DEFINITY 
ECS R6 or later with EAS. 
SKPERCENT2-202
Database tables2The SKPERCENT2-20 item appears in the following database tables:
Agent tables
The agents percent allocation for LOGONSKILL2-20. Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a status item.
Agent login/logout tables
The agents percent allocation for LOGONSKILL2-20. Requires a 
DEFINITY ECS R6 or later with EAS.
SKSTATE
(real-time)
2
Database tables2The SKSTATE item appears in the following database tables:
Split/skill tables
The current state for the skill compared to all administered thresholds. 
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 Items2-168
SLVLABNS2
Database tables2The SLVLABNS item appears in the following database tables:
Split/skill tables
Number of ABNCALLS whose time to abandon was less than or equal to 
this split/skills SERVICELEVEL.
This is a cumulative item.
VDN tables
Number of ABNCALLS whose time to abandon was less than or equal to 
this VDN’s SERVICELEVEL.
This is a cumulative item.
SLVLOUT-
FLOWS
2
Database tables2The SLVLOUTFLOWS item appears in the following database tables:
Split/skill tables
Number of OUTFLOWCALLS whose time to outflow was less than or 
equal to this split/skills SERVICELEVEL.
This is a cumulative item.
VDN tables
Number of OUTFLOWCALLS whose time to outflow was less than or 
equal to this VDNs SERVICELEVEL.
This is a cumulative item.
SPLIT2
Database tables2The SPLIT item appears in the following database tables:
Split/skill tables
This is an index item.
Split/skill number for which data was collected.
This is a row identifier item.