Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-229
AVG_ACW_TIME_SUM sum(ACWTIME) / sum(ACDCALLS) Total average ACW 
time.
AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME + 
AUXOUTOFFTIME) / 
sum(ACWOUTOFFCALLS + 
AUXOUTOFFCALLS)Average time for off-
switch calls while in 
ACW or AUX.
AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) / 
sum(TOTAL_ACDCALLS)Total average agent 
ACW time.
AVG_AGENT_ACW_TIME TOTAL_ACWTIME / 
TOTAL_ACDCALLSAverage ACW time.
 AVG_AGENT_TALK_SUM sum(TOTAL_ACDTIME) / 
sum(TOTAL_ACDCALLS)Total average agent 
ACD talk time.
AVG_AGENT_TALK_TIME TOTAL_ACDTIME / 
TOTAL_ACDCALLSAverage agent ACD 
talk time.
AVG_ANSWER_SPEED ANSTIME / ACDCALLS Average speed of 
answer.
AVG_ANSWER_SPEED_SU M sum(ANSTIME) / sum(ACDCALLS) Total average answer 
speed.
AVG_CONNECT_TIME CONNECTTIME / CONNECTCALLS Average amount of 
time for a non-ACD 
call to connect to 
agent.
 AVG_CONNECT_TIME_SUM sum(CONNECTTIME) / 
sum(CONNECTCALLS)Total average amount 
of time for a non-ACD 
call to connect to 
agent.
AVG_DEQUE_ACD_TIME DEQUETIME / DEQUECALLS Average talk time for 
calls queued to a split 
and elsewhere.
 AVG_EQV_AGENTS_STFD (TOTAL_I_ACDACW + 
TOTAL_I_ACDHOLD + 
TOP_AVAUXTIME + FTEA_AVAUX) / 
(INTRVL * 60)The average 
positions staffed for 
this skill across all 
call handling 
preferences.
AVG_HOLD_TIME HOLDTIME / HOLDCALLS Average hold time.Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-230
 AVG_HOLD_TIME_SUM sum(HOLDTIME) / 
sum(HOLDCALLS)Total average hold 
time.
 AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / 
(TOTAL_ACDCALLS - 
O_ACDCALLS)The average inbound 
ACD time.
 AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / 
INBOUND_ACDCALLSThe average inbound 
ACW time.
AVG_INB_ACD_TIME_SUM (sum(TOTAL_ACDTIME - 
O_ACDTIME)) / 
INBOUND_ACDCALLSAverage inbound 
ACD time.
 AVG_INB_ACW_TIME_SUM (sum(TOTAL_ACWTIME- 
O_ACWTIME))/ 
INBOUND_ACDCALLSAverage inbound 
ACW time.
AVG_OUTB_ACD_SUM sum(O_ACDTIME) / 
sum(O_ACDCALLS)Total outbound 
average ACD talk 
time.
AVG_OUTB_ACD_TIME O_ACDTIME / O_ACDCALLS Outbound average 
ACD talk time.
AVG_OUTB_ACW_SUM sum(O_ACWTIME) / 
sum(O_ACDCALLS)Total outbound 
average ACW talk 
time.
AVG_OUTB_ACW_TIME O_ACWTIME / O_ACDCALLS Outbound average 
ACW talk time.
AVG_POS_STAFF I_STAFFTIME / (INTRVL * 60) Average positions 
staffed.
 AVG_POS_STAFF_SUM sum(I_STAFFTIME) / sum(INTRVL * 
60)Total average 
positions staffed.
AVG_TALK_TIME_IN (ACWINTIME + AUXINTIME) / 
(ACWINCALLS + AUXINCALLS)Extension in calls 
average talk time.
AVG_TALK_TIME_IN_SUM sum(ACWINTIME + AUXINTIME) / 
sum(ACWINCALLS + AUXINCALLS)Extension in calls 
total average talk 
time.
AVG_TALK_TIME_OUT (ACWOUTTIME + AUXOUTTIME) / 
(ACWOUTCALLS + AUXOUTCALLS)Extension out calls 
average talk time. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-231
 AVG_TALK_TIM_OUT_SUM sum(ACWOUTTIME + 
AUXOUTTIME) / 
sum(ACWOUTCALLS + 
AUXOUTCALLS)Extension out calls 
total average talk 
time
AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM + 
TOT_I_ACDHOLD_SUM + 
TOP_AVAUXTIME_SUM)/sum(INTR
VL*60)Average positions 
staffed for EAS, 
summed over all 
records found in the 
search, making use 
of the top agent 
concept to avoid 
double- counting 
agents time when 
they are staffed in 
multiple skills.
AVG_TRK_HOLD_IN_SUM sum(INTIME)  /  sum(INCALLS) Inbound total average 
trunk holding time.
AVG_TRK_HOLD_OUT_SUM sum(OUTTIME) / sum(OUTCALLS) Outbound total 
average trunk holding 
time.
AVG_TRK_HOLD_TIME (INTIME + OUTTIME) / (INCALLS + 
OUTCALLS)Average trunk 
holding time.
 AVG_TRK_HOLD_TIME_IN INTIME / INCALLS Inbound average 
trunk holding time.
AVG_TRK_HOLD_TIM_OUT OUTTIME / OUTCALLS Outbound average 
trunk holding time.
 AVG_VDN_ACD_SK1_TIME SKILLTIME1/SKILLCALLS1 Average time spent 
on calls for VDN skill 
preference 1.
AVG_VDN_ACD_SK2_TIME SKILLTIME2/SKILLCALLS2 Average time spent 
on calls for VDN skill 
preference 2.
AVG_VDN_ACD_SK3_TIME SKILLTIME3/SKILCALLS3 Average time spent 
on calls for VDN skill 
preference 3.
AVG_VDN_ACW_SK1_TIME SKILLACWTIME1/SKILLCALLS1 Average time spent in 
ACW for VDN skill 
preference 1. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-232
  AVG_VDN_ACW_SK2_TIME SKILLACWTIME2/SKILLCALLS2 Average time spent in 
ACW for VDN skill 
preference 2.
AVG_VDN_ACW_SK3_TIME SKILLACWTIME3/SKILLCALLS3 Average time spent in 
ACW for VDN skill 
preference 3.
AVG_VDN_TIME INTIME / INCALLS Average VDN time.
AVG_VDN_TIME_SUM sum(INTIME) / sum(INCALLS) Total average time in 
VDN.
 AVG_VEC_TIME INTIME / INCALLS Average vector time.
AVG_VEC_TIME_SUM sum(INTIME) / sum(INCALLS) Total average vector 
time.
BUSY_DISCONNECT BUSYCALLS + DISCCALLS Number of calls that 
were busy and 
disconnected.
 CALLS_PER_POS (60 * INTRVL * ACDCALLS) / 
I_STAFFTIMECalls per position 
staffed.
CALLS_PER_POS_SUM (sum(60 * INTRVL) * 
sum(ACDCALLS))/ 
sum(I_STAFFTIMETotal calls per 
position.
 CALLS_WAITING INQUEUE + INRING Number of calls 
ringing and queued 
for split/skill.
CCS_TIME_INBOUND sum(I_INOCC)/100 CCS trunk time 
attributed to inbound 
calls.
 CCS_TIME_OUTBOUND sum(I_OUTOCC)/100 CCS trunk time 
attributed to 
outbound calls.
DEDICATED_AGENT (FTE_AGENTS) + TSTAFFED The number of 
agents considered 
dedicated to this skill. 
EXT_CALL_IN (ACWINCALLS + AUXINCALLS0 Incoming extension 
calls.
EXT_CALL_OUT ACWOUTCALLS + AUXOUTCALLS Outgoing extension 
calls. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-233
EXT_IN_TIME (I_ACWINTIME + I_AUXINTIME) Time on incoming 
extension calls.
EXT_OUT_TIME (I_ACWOUTTIME + 
I_AUXOUTTIME)Time on outgoing 
extension calls.
FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex 
agents on ACD calls, 
ringing, or in ACW for 
this skill. 
FTE_AGENTS TOT_PERCENTS / 100  The number of full-
time equivalent 
agents staffed for this 
skill. 
FTEA_AVAUX (I_AVAILTIME + I_AUXTIME) * 
(MAX_FTE_AGENTS) / 
MAXSTAFFEDThe proportion of 
non-ACD time for this 
skill for percent 
allocated (PCNT) 
agents. 
I_SUM_TIME I_ACDTIME + I_ACWTIME + 
I_OTHERTIME + I_RINGTIME + 
I_DA_ACDTIME + I_ DA_ACWTIMEIntermediate time 
used to calculate 
INT_AUXTIME.
INBOUND_ACDCALLS (sum (TOTAL_ACDCALLS - 
O_ACDCALLS))Total inbound ACD 
calls.
INT_AUXTIME I_STAFFTIME - I_AVAILTIME - 
I_ACDTIME - I_ACWTIME - 
I_OTHERTIME - I_RINGTIME - 
I_DA_ACDTIME - I_DA_ACWTIMEAgent time in AUX 
work in a single 
split/skill.
INTRVL_END_TIME STARTTIME + INTERVL Time of the end of an 
interval.
MAIN_ACD_CALLS sum(ACDCALLS) - sum 
(BACKUPCALLS)Calls answered for 
main split/skill.
MAX_DEDICATED_AGT (MAX_FTE_AGENTS) + MAXTOP The maximum agents 
(top agents plus full-
time equivalent 
agents) considered 
dedicated to this skill.  Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-234
MAX_FTE_AGENTS MAX_TOT_PERCENTS / 100 The maximum 
number of full-time 
equivalent agents on 
this skill. 
PERCENT_ACD_TIME 100 * ((I_ACDTIME + I_ACWTIME) / 
I_STAFFTIME)Percentage of time 
agents spend on 
split/skill ACD calls 
and in ACW.
PERCENT_ACD_TIME_SUM 100 * (sum(I_ACDTIME + 
I_ACWTIME) / sum(I_STAFFTIME))Total percentage of 
time agents in spend 
on split/skill ACD 
calls and in ACW.
PERCENT_ALL_BUSY 100 * (ALLINUSETIME / 
SECS_PER_DAY)Percentage of time all 
trunks in use.
PERCENT_ALL_BUSY_D 100 * (ALLINUSETIME / 
d_secs.SECSPERDAY)Percentage of time all 
trunks in use in the 
day.
PERCENT_ALL_BUSY_I 100*(ALLINUSETIME)/sum(INTERVL
*60)Percent of time all 
trunks were busy in 
interval.
PERCENT_ALL_BUSY_M 100 * (ALLINUSETIME 
/m_secs.SECSPERMN)Percentage of time all 
trunks in use in the 
month.
PERCENT_ALL_BUSY_W 100 * (ALLINUSETIME 
/w_secs.SECSPERWK)Percentage of time all 
trunks in use in the 
week.
PERCENT_ALL_BUSY_SUM 100 * (sum(ALLINUSETIME) / 
sum(SECS_PER_DAY))Percentage of time all 
trunks in use.
 PERCENT_AL_BSY_SUM_D 100 * (sum(ALLINUSETIME) / 
sum(d_secs.SECSPERDAY))Percentage of time all 
trunks in use during 
the day.
 PERCENT_AL_BSY_SUM_M 100 * (sum(ALLINUSETIME) / 
sum(m_secs.SECSPERMN))Percentage of time all 
trunks in use during 
the month.
 PERCENT_AL_BSY_SUM_W 100 * (sum(ALLINUSETIME) / 
sum(w_secs.SECSPERWK))Percentage of time all 
trunks in use during 
the week. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-235
 PERCENT_ALL_MBUSY_I 100*(MBUSYTIME)/(INTERVL*60)su
m(TRUNKS)Percent of time all 
trunks were 
maintenance busy.
PERCENT_AUX_WORK 100 * (I_AUXTIME / I_STAFFTIME) Percentage time 
agents spent in AUX.
 PERCENT_AUX_WORK_SUM 100 * (sum(I_AUXTIME) / 
sum(I_STAFFTIME))Total percentage time 
agents spent in AUX.
PERCENT_CALL_ABAN 100 * (ABNCALLS / 
(CALLSOFFERED))Percentage of calls 
offered that 
abandoned.
PERCENT_CALL_ANS 100 * (ACDCALLS / 
CALLSOFFERED)Percentage of calls 
offered that were 
answered.
 PERCENT_CALL_ANS_SUM 100 * (sum(ACDCALLS) / 
sum(CALLSOFFERED))Total percentage of 
calls offered that 
were answered.
PERCENT_MBUSY 100 * (MBUSYTIME / 
(SECS_PER_DAY * TRUNKS))Percent of time 
trunks maintenance 
busy. NOTE: This 
calculation is 
obsolete. Do not use 
it.
PERCENT_MBUSY_D 100 * (MBUSYTIME / 
(d_secs.SECSPERDAY * TRUNKS))Percent of time 
trunks were 
maintenance busy 
during the day.
PERCENT_MBUSY_M 100 * (MBUSYTIME / 
(m_secs.SECSPERMN * TRUNKS))Percent of time all 
trunks were 
maintenance busy 
during the month.
PERCENT_MBUSY_W 100 * (MBUSYTIME / 
(w_secs.SECSPERWK * TRUNKS))Percent of time all 
trunks were 
maintenance busy 
during the week.
PERCENT_MBUSY_SUM_D 100 * (sum(MBUSYTIME) / 
(avg(d_secs.SECSPERDAY) * 
sum(TRUNKS)))Percent of time all 
trunks were 
maintenance busy 
during the day. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-236
 PERCENT_MBUSY_SUM_M 100 * (sum(MBUSYTIME) / 
(avg(m_secs.SECSPERMN) * 
sum(TRUNKS)))Percent of time all 
trunks were 
maintenance busy 
during the month.
PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / 
(avg(w_secs.SECSPERWK) * 
TRUNKS))Percent of time all 
trunks were 
maintenance busy 
during the week.
PERCENT_MBUSY_SUM 100 * (sum(MBUSYTIME) / 
(avg(SECS_PER_DAY) * 
sum(TRUNKS)))Percent time trunks in 
were maintenance 
busy. NOTE: This 
calculation is 
obsolete. Do not use 
it.
PERCENT_SERV_LVL_SPL 100 * (ACCEPTABLE / 
CALLSOFFERED)Percentage of calls 
answered in service 
level for split/skill.
PERCENT_SERV_LVL_VDN 100 * (sum(ACCEPTABLE) / 
sum(INCALLS))Percent of calls 
answered within 
service level for VDN
PERCENT_SERV_SPL_OUT 100 -  Percent of calls to a 
split/skill outside of 
the Area 51 service 
level.
PERCENT_SERV_VDN_OUT 100 -  Percent of calls to 
VDN outside service 
level.
 PERCENT_SLVL_SPL_SUM 100 * (sum(ACCEPTABLE) * sum 
(CALLSOFFERED))Percent of total split 
calls answered in 
service level
 PERCENT_VDN_ABAN 100 * (sum(ABNCALLS) / 
sum(INCALLS))Percent of calls 
abandoned
PERCENT_VDN_ANSCONN 100 * (sum(ACDCALLS + 
CONNECTCALLS) / sum(INCALLS))Percent of calls 
answered within 
service level for VDN. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-237
R1ACTIVE_AGT R1AGINRING + R1ONACD + 
R1INACWThe number of 
reserve1 agents on 
ACD calls, ringing, or 
in ACW for this skill. 
R2ACTIVE_AGT R2AGINRING + R2ONACD + 
R2INACW The number of 
reserve2 agents on 
ACD calls, ringing, or 
in ACW for this skill. 
SECS_PER_DAY (24 * 60 * 60) Seconds per day. 
NOTE: To use 
, 
data collection must 
be active 24 hours a 
day, seven days a 
week.
TOP_AVAUXTIME sum 
(I_TAUXTIME+I_TAVAILTIME+I_TOT
HERTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF 
calculation. Sum of 
the time top agents 
spent in AUX work 
and available.
TOP_AVAUXTIME_SUM sum (I_TAUXTIME+I_TAVAILTIME) Subcalculation that 
supports the new 
AVG_TOP_STAFF_S
UM calculation. Sum 
of the time top agents 
spent in AUX work 
and available.
TOT_I_ACDACW_SUM sum(I_ACDTIME + I_ACWTIME + 
I_DA_ACDTIME + I_DA_ACWTIME + 
I_RINGTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF_S
UM calculation. Sum 
of the ACD and ACW 
time for split/skill and 
direct agent calls, 
plus the (agent) 
ringing time for those 
calls. Calculation Name Calculation Description 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Calculations2-238
TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME + 
I_ACDAUXINTIME + 
I_ACDAUX_OUTTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF_S
UM calculation. Sum 
of the time agents 
spent with ACD calls 
on hold.
TOTAL_I_ACDACW sum (I_ACDTIME + I_ACWTIME 
+I_DA_ACDTIME+I_DA_ACWTIME 
+I_RINGTIME)Subcalculation that 
supports the new 
AVG_TOP_STAFF 
calculation. Sum of 
the ACD and ACW 
time for split/skill and 
direct agent calls, 
plus the (agent) 
ringing time for those 
calls.
TOTAL_ACDCALLS (ACDCALLS + DA_ACDCALLS) Total split/skill and 
direct agent ACD 
calls.
TOTAL_I_ACDHOLD sum (I_ACDOTHERTIME+ 
I_ACDAUXINTIME+ 
I_ACDAUX_OUTITME)Subcalculation that 
supports the new 
AVG_TOP_STAFF 
calculation. Sum of 
the time agents spent 
with ACD calls on 
hold.
TOTAL_ACDTIME ACDTIME + DA_ACDTIME Total ACD time.
TOTAL_ACWTIME (ACWTIME + DA_ACWTIME) Total ACW time.
TOTAL_I_ACDTIME (I_ACDTIME + I_DA_ACDTIME) Total interval-based 
ACD time.
TOTAL_I_ACDHOLD I_ACDOTHERTIME + 
I_ACDAUXINTIME + 
I_ACD_ACDAUX_OUTTIMESum of the time 
agents spent with 
ACD calls on hold.
TOTAL_I_ACWTIME (I_ACWTIME + I_DA_ACWTIME) Total interval-based 
ACW time. Calculation Name Calculation Description