Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-169
Agent tables
This is an index item.
The split number to which the EXTENSION is assigned to or the skill 
number that the agent logged into.
This is a row identifier item.
Trunk group tables
The split/skill to which this TKGRP terminates.
This is an administrative item.
Trunk tables
This is a real-time item.
The first split/skill number to which the call is currently queued or 
split/skill for which the call was answered. SPLIT is blank (NULL) when 
the trunk idles.
This is a status item.
Agent trace tables
The split number to which the EXTENSION is assigned or the skill 
number the agent logged into.
Current day report tables
This is an index item.
Split/skill number for which data was collected.
Agent login/logout tables
This is an index item.
Split number to which the extension is assigned or skill number the agent 
logged into.
Current day configuration tables
This is an index item.
Split/skill number for which data was collected
Agent exception tables
Split/skill in which the agent was doing work when the exception 
occurred.
This is a cumulative item.
Split/skill exception table
Split/skill in which the exception occurred.
This is cumulative item.
Malicious call trace table
Split/skill of the agent reporting the malicious call.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-170
SPLIT12
Database tables2The SPLIT1 item appears in the following database tables:
Call record tables
First split/skill the call queued to in the first VDN with which it was 
associated in the call segment.
SPLIT2-32
Database tables2The SPLIT2 ... 3 items appear in the following database tables:
Trunk tables
This is a real-time item.
The split/skill numbers of the second and third splits/skills to which the 
call is queued. This is blank (NULL) when the call dequeues (is 
answered, abandoned, gets a forced busy or forced disconnect). 
Available on Generic 3 switches with vectoring.
This is a status item.
Call record tables
Second and third split/skill the call was also queued to in the first VDN 
with which it was associated in the call segment. Applies to Generic 3 
switches with vectoring only.
STAFFED
(real-time)
2
Database tables2The STAFFED (real-time) item appears in the following database tables:
Split/skill tables
Current number of POSITIONS that are staffed (logged in). STAFFED = 
AVAILABLE + AGINRING + ONACD + INACW + INAUX + OTHER.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-171
STARTED 
(real-time)
2
Database tables2The STARTED (real-time) item appears in the following database tables:
Agent tables
Time of day that WORKMODE began. Valid values for STARTED are 
NULL and time-of day.
This is a status item.
Trunk tables
The time of day that TKSTATE started. Valid values are NULL and time-
of-day
This is a status item.
STARTTIME2
Database tables2The STARTTIME item appears in the following database tables:
Split/skill tables
Start time of the interval for which data was collected. STARTTIME 
applies only to the interval table.
This is a row identifier item.
Agent tables
The start time for the interval for which data was collected. STARTTIME 
applies only to the Interval table.
This is a row identifier item.
Trunk group tables
This is a real-time item.
The start time of the interval for which data was collected. STARTTIME 
applies only to the interval table.
This is a row identifier item.
Trunk tables
This is a real-time item.
The start time of the interval for which data was collected. STARTTIME 
applies only to the interval table.
This is a row identifier item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-172
Vector tables
This is a real-time item.
Start time of the interval for which data was collected. STARTTIME 
applies only to the interval table.
This is a row identifier item.
VDN tables
Start time of the interval for which data was collected. STARTTIME 
applies only to the interval table. STARTTIME is a table index for the VDN 
table.
This is a row identifier item.
Call work codes tables
Start time of the interval for which data was collected. STARTTIME 
applies to the only interval table.
This is a row identifier item.
Agent trace tables
The time of day (hour and minute) for which the agent trace is being 
ordered. This is the time of day you enter to request the report.
Current day report tables
Start time of the intrahour interval for which data was collected. 
STARTTIME applies only to the interval table.
SVCLEVELCHG2
Database tables2The SVCLEVELCHG item appears in the following database tables:
Split/skill tables
Indicates whether or not the service level was changed during the 
collection interval. Valid values for SVCLEVELCHG are 1 = YES and 0 = 
NO.
This is an administrative item.
VDN tables
Indicates whether the service level was changed during the data 
collection interval. Valid values for SVCLEVELCHG are 1 = YES and 0 = 
NO.
This is an administrative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-173
TAGINRING
(real-time)
2
Database tables2The TAGINRING item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who have ACD calls 
ringing and who are not doing anything else. Available with Generic 3 and 
newer switches with the EAS feature for top skills. However, top 
database items are only significant for Generic 3 switches and the ECS 
with EAS.
This is a status item.
TALKTIME2
Database tables2The TALKTIME item appears in the following database tables:
Call record tables
Total talk time for the answering agent in this segment.
TAVAILABLE
(real-time)
2
Database tables2The TAVAILABLE item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who are available in the 
skill. Available with Generic 3 and newer switches with the EAS feature 
for top skills. However, top database items are only significant for 
Generic 3 switches and the ECS with EAS.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-174
TDA_INACW
(real-time)
2
Database tables2The TDA_INACW item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who are in after call work 
associated with direct agent calls. TDA_INACW is a subset of TOTHER. 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling. Available with Generic 3 switches. However, top database items 
are only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TDA_ONACD
(real-time)
2
Database tables2The TDA_ONACD item appears in the following database tables:
Split/skill tables
The number of top agents logged into the skill who are talking on direct 
agent calls. TDA_ONACD is a subset of TOTHER. Requires a Generic 3 
switch with the ASAI or EAS feature for direct agent calling. However, 
top database items are only significant for Generic 3 switches and the 
ECS with EAS. Available with Generic 3 switches.
This is a status item.
THRESHOLD2
Database tables2The THRESHOLD item appears in the following tables:
Agent exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the agents activity falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the splits/skills activity falls outside of that 
limit.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-175
Trunk group exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the trunk groups activity falls outside of that 
limit.
This is a cumulative item.
VDN exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the VDN activity falls outside of that limit.
This is a cumulative item.
Vector exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the vector activity falls outside of that limit.
This is a cumulative item.
Data collection exception table
Limit, as a number of occurrences, administered for the exception type. 
An exception occurs when the activity falls outside of that limit.
This is a cumulative item.
TI_AUXTIME2
Database tables2The TI_AUXTIME item appears in the following database tables:
Agent tables
Time during the collection interval that the agent was in AUX for all 
splits/skills or on AUXINCALLS or AUXOUTCALLS and SPLIT was 
OLDEST_LOGON. TI_ time is only stored for the split/skill the agent 
has been logged into the longest. TI_ needs to be summed across the 
splits/skills the agents may log in to, in case the logon order changes 
during the collection interval.
TI_AUXTIME includes TI_AUXTIME0, TI_AUXTIME1-9, I_AUXINTIME, 
and I_AUXOUTTIME. SUM(I_AUXTIME) = sum(TI_AUXTIME0 + 
TI_AUXTIME1 + TI_AUXTIME2 + TI_AUXTIME3 + TI_AUXTIME4 + 
TI_AUXTIME5 + TI_AUXTIME6 + TI_AUXTIME7 + TI_AUXTIME8 + 
TI_AUXTIME 9), over all splits/skills the agent was logged into. Requires 
an ECS with the EAS feature.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-176
TI_AUXTIME02
Database tables2The TI_AUXTIME0 item appears in the following database tables:
Agent tables
The time the agent spent in AUX with reason code 0 (zero). This is time 
in system AUX for switches with AUX reason codes active. It is the 
same as TI_AUXTIME for switches without AUX reason codes active. 
TI_ time is only stored for the skill logged in to the longest. TI_ time 
needs to be summed across the skills the agents may log in to, in case 
the login order changes during the collection interval. Requires an ECS 
with the EAS feature.
This is a cumulative item.
TI_AUXTIME1-92
Database tables2The TI_AUXTIME1-9 item appears in the following database tables:
Agent tables
The time the agent spent in AUX with reason codes 1-9. TI_ time is only 
stored for the skill logged in to the longest. TI_ time needs to be 
summed across the skills the agents may log in to, in case the login order 
changes during the collection interval. Requires an ECS with the EAS 
feature.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-177
TI_AVAILTIME2
Database tables2The TI_AVAILTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was in the available 
state for split/skill or direct agent ACD calls in any split/skill. 
TI_AVAILTIME is recorded for the split/skill that was the 
OLDEST_LOGON. For a non-EAS operation, if an agent logged into 
multiple splits and is in AUX mode in one split and is available for ACD 
calls in another split, the agent will accrue I_AVAILTIME for the split in 
which the agent is available and TI_AVAILTIME in the split logged into the 
longest. Note: TI_ time is only stored for the split/skill the agent has 
been logged into the longest. TI_ time needs to be summed across the 
splits/skills the agents may log in to, in case the logon order changes 
during the collection interval.
This is a cumulative item.
TI_OTHERTIME2
Database tables2The TI_OTHERTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was doing other 
work in all splits/skills. For all switches, TI_OTHERTIME is collected for 
the time period after the link to the switch comes up or after the agent 
logs in and before the 
CentreVu CMS receives notification of the agents 
state from the switch. For Generic 3 switches, other work includes: while 
in AUTO-IN or MANUAL-IN mode, the agent put any call on hold and 
performed no further action, the agent dialed to place a call or to activate 
a feature, or an extension call rang with no other activity. Note: TI_ time 
is only stored for the split/skill the agent has been logged into the longest. 
TI_ time needs to be summed across the splits/skills the agents may log 
in to, in case the logon order changes during the collection interval. 
TI_OTHERTIME includes I_ACDOTHERTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-178
TI_STAFFTIME2
Database tables2The TI_STAFFTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was staffed in any 
split/skill. TI_ time is only stored for the split/skill logged into the longest. 
TI_ time needs to be summed across the splits/skills the agents may log 
in to, in case the login order changes during the collection interval. 
sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME + 
I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME + 
TI_AVAILTIME + TI_OTHERTIME), over all splits/skills the agent was 
logged into.
This is a cumulative item.
TIME2
Database tables2The TIME item appears in the following database tables:
Agent exception table
Limit, as a number of seconds, administered for timed exceptions types. 
An occurrence is logged against the threshold when the agents activity 
falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of seconds, administered for timed exception types. 
An occurrence is logged against the threshold when the splits/skills 
activity falls outside of that limit.
This is a cumulative item.
Trunk group exception table
Limit, as a number of seconds, administered for timed exception types. 
An occurrence is logged against the threshold when the trunk groups 
activity falls outside of that limit.
This is a cumulative item.