Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-9
For Generic 3 switches, ABNCALLS includes all calls abandoned by the 
caller that were carried by this trunk, except for calls directly to 
unmeasured stations that did not go through a measured VDN or 
split/skill. This includes ACD calls and calls that routed to an agent or 
extension with talk times less than the phantom-abandoned call timer 
value. 
This is a status item.
Trunk tables
The number of calls carried by this trunk that were abandoned by the 
caller before being answered by an agent. Calls directly to unmeasured 
stations that did not go through a measured VDN or split/skill are not 
recorded. For Generic 3 switches, ABNCALLS includes all calls 
abandoned by the caller that were carried by this trunk, except for calls 
directly to unmeasured stations that did not go through a measured VDN 
or split/skill. This includes ACD calls and calls that routed to an agent or 
extension with talk times less than the phantom-abandoned call timer 
value. Calls that abandon while listening to a forced disconnect are also 
included in ABNCALLS. ABNCALLS includes ABNVECCALLS, 
ABNQUEUECALLS, and ABNRINGCALLS.
This is a cumulative item.
Vector tables
The number of INCALLS that were abandoned while INPROGRESS for 
this vector. This includes split/skill and direct agent ACD calls that 
abandon from queue or from ringing, calls that abandon from vector 
processing. ABNCALLS includes ABNQUECALLS, ABNRINGCALLS, 
and PHANTOMABNS.
This is a cumulative item.
VDN tables
The number of INCALLS that were abandoned while INPROGRESS for 
this VDN. This includes split/skill and direct agent ACD calls that 
abandon from queue or from ringing, calls that abandon from vector 
processing, calls that abandon after being routed to an extension via the 
route to vector command, and for Generic 3 (prior to Generic 3 Version 
2 load 100) switches, calls that abandoned while listening to a forced 
disconnect announcement. ABNCALLS includes ACD calls and calls 
routed to an agent or extension with talk times less than the value of the 
phantom abandoned call timer. ABNCALLS includes ABNCALLS1 
through ABNCALLS10, ABNQUECALLS, ABNRINGCALLS, 
PHANTOMABNS, and SLVLABNS are pegged as ABNCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-10
ABNCALLS1-102
Database tables2The ABNCALLS1-10 appears in the following database tables:
Split/skill tables
Number of ABNCALLS that were abandoned during the collection 
interval in each of the service level increments PERIOD1 through 
PERIOD9 (as defined on the Call Center Administration: Call Profile 
window). ABNCALLS10 counts calls that abandoned after PERIOD9. 
Note: If call profiles are not set, then the data gets stored into the first 
interval (ABNCALLS1).
This is a cumulative item.
VDN tables
The number of INCALLS that abandoned in each of the service level 
increments PERIOD1 through PERIOD9 (as defined IN the Call Center 
Administration: VDN Call Profile Setup window). ABNCALLS10 counts 
calls that abandoned after PERIOD9.
This is a cumulative item.
ABNQUECALLS2
Database tables2The ABNQUECALLS item appears in the following database tables:
Trunk group tables
The number of ABNCALLS that abandoned while in a split/skill or direct 
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The number of ABNCALLS that hung up while in a split/skill or direct 
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
VDN tables
The number of ABNCALLS that were abandoned while in a split/skill or 
direct agent ACD queue. Available on Generic 3 switches and the ECS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-11
ABNRINGCALLS2
Database tables2The ABNRINGCALLS item appears in the following database tables:
Split/skill tables
Number of split/skill or direct agent ABNCALLS that abandoned while 
ringing at an agent position. Available for ring tracking with Generic 3 
switches.
This is a cumulative item.
Trunk group tables
The number of split/skill or direct agent ABNCALLS that abandoned by 
the caller while ringing at an agent position. Available on Generic 3 
switches.
This is a cumulative item.
Vector tables
The number of split/skill or direct agent ABNCALLS that were abandoned 
while ringing at an agent position. Available on Generic 3 switches and 
on the ECS.
This is a cumulative item.
VDN tables
The number of split/skill and direct agent ABNCALLS that were 
abandoned by the caller while ringing at an agent position. Available on 
Generic 3 switches and on the ECS.
This is a cumulative item.
ABNTIME2
Database tables2The ABNTIME item appears in the following database tables:
Split/skill tables
Time callers spent waiting in queue and ringing at an agents voice 
terminal before abandoning the call. For phantom abandons, ABNTIME 
includes the time until the agent releases the call.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-12
Agent tables
The time split/skill ACD callers waited while ringing the agents voice 
terminal before the call was abandoned. For Generic 3 switches, 
ABNTIME includes the time until the agent releases the call for phantom-
abandoned calls. Also available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time caller waited while vector steps were executed, the call was 
queued, and ringing, before abandoning. For phantom abandons, 
ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
VDN tables
The time caller waited while vector steps were executed, the call was 
queued, and ringing before abandoning. For phantom-abandon calls, 
ABNTIME is the total time from entering the VDN until the agent released 
the call.
This is a cumulative item.
ABNVECCALLS2
Database tables2The ABNVECCALLS item appears in the following database tables:
Trunk group tables
The number of ABNCALLS that abandoned while in vector processing. 
This includes vector calls that abandoned while in queue or while ringing 
at an agent position. Available on Generic 3 switches with vectoring. 
ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-13
ACCEPTABLE2
Database tables2The ACCEPTABLE appears in the following database tables:
Split/skill tables
Number of ACDCALLS answered by an agent within the predefined 
acceptable service level (SERVICELEVEL), as defined on the Call 
Center Administration: Split/Skill Call Profile window.
This is a cumulative item.
VDN tables
The number of ACDCALLS and CONNECTCALLS that were answered 
within the acceptable service level (SERVICELEVEL) as defined on the 
Call Center Administration: VDN Call Profile Setup window.
This is a cumulative item.
ACD (index)2
Database tables2The ACD (index) item appears in the following database tables:
Split/skill tables
The ACD number for which data was collected.
This is an administrative item.
Agent tables
The ACD number for which data was collected.
This is a row identifier item.
Trunk group tables
ACD number for which data was collected
This is a row identifier item.
Trunk tables
The ACD number for which data was collected.
This is a row identifier item.
Vector tables
The ACD number for which data was collected.
This is a row identifier item.
VDN tables
The ACD number for which data was collected.
This is a row identifier item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-14
Call work codes tables
The ACD number for which data was collected.
This is a row identifier item.
Agent login/logout tables
The ACD number for which data was collected.
Agent trace tables
The ACD number for which data was collected.
Current day configuration tables
ACD number for which data was collected.
Current day report tables
ACD number for which data was collected.
Call record tables
The ACD number for which data was collected.
Agent exception table
The ACD number for which data was collected.
This is a cumulative item.
Split/skill exception table
The ACD number for which data was collected.
This is a cumulative item.
Trunk group exception table
The ACD number for which data was collected.
This is a cumulative item.
VDN exception table
The ACD number for which data was collected.
This is a cumulative item.
Vector exception table
The ACD number for which data was collected.
This is a cumulative item.
Malicious call trace exception table
The ACD number for which data was collected.
This is a cumulative item.
Data collection exception table
The ACD number for which data was collected.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-15
ACD_RELEASE2
Database tables2The ACD_RELEASE item appears in the following database tables:
Agent tables
The number of split/skill ACD calls that the agent released or dropped 
before the far end released. Note: The transfers and conferences are 
always recorded as agent-released calls. Available for Generic 3 
switches.
This is a cumulative item.
ACDAUXOUT-
CALLS
2
Database tables2The ACDAUXOUTCALLS item appears in the following database tables:
Split/skill tables
Number of AUXOUTCALLS agents in the split/skill made with at least 
one split/skill ACD call for this split/skill on hold. For agents in multiple 
skills with multiple call handling (Generic 3 Version 3 switch and later), 
the call is recorded for the skill of the last ACD call the agent put on hold. 
ACDAUXOUTCALLS includes calls made to transfer or conference the 
ACD call. Available with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS the agent made with at least one 
split/skill or direct agent ACD call on hold. This includes calls made to 
transfer or conference the ACD call. Available on Generic 3 switches.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-16
ACDCALLS2
Database tables2The ACDCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED calls that were answered by an agent in the 
split/skill. ACDCALLS = ACDCALLS1 + ACDCALLS2 + ACDCALLS3 + 
ACDCALLS4 + ACDCALLS5 + ACDCALLS6 + ACDCALLS7 + 
ACDCALLS8 + ACDCALLS9 + ACDCALLS10.
ACDCALLS includes ACCEPTABLE, ACDCALLS1-10, BACKUPCALLS, 
CONFERENCE, HIGHCALLS, HOLDCALLS, LOWCALLS, MEDCALLS, 
O_ACDCALLS, TOPCALLS, and TRANSFERRED.
This is a cumulative item.
Agent tables
The number of calls that were queued to SPLIT and answered by this 
agent in this SPLIT. ACDCALLS includes O_ACDCALLS and 
ACD_RELEASE.
This is a cumulative item.
Trunk group tables
The number of INCALLS that were answered by an agent as a split/skill 
or direct agent ACD call. ACDCALLS includes BACKUPCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS that were answered by an agent as a split/skill 
or direct agent ACD call.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls that were answered 
by an agent from queue to main, check backup, messaging split/skill, 
route to split/skill or direct agent, and adjunct routing to a split/skill or 
direct agent. ACDCALLS includes BACKUPCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-17
VDN tables
The number of split/skill and direct agent ACD calls that were answered 
by an agent from queue to main, check backup, messaging 
split/skill, route to split/skill or direct agent, and adjunct routing to a 
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10, 
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and 
TRANSFERRED.
This is a cumulative item.
Call work codes tables
Number of times this call work code was entered while an agent was on a 
split/skill or direct agent ACD call or in call-related ACW.
This is a cumulative item.
ACDCALLS1-102
Database tables2The ACDCALLS1-10 item appears in the following database tables:
Split/skill tables
Number of ACDCALLS during the collection interval that were answered 
in each of the service level increments PERIOD1 through PERIOD9 (as 
defined on the Call Center Administration: Call Profile window). 
ACDCALLS10 is the number of calls answered after the last increment 
PERIOD9. Note: If call profiles are not set, then the data gets stored into 
the first interval (ACDCALLS1).
This is a cumulative item.
ACDONHOLD 
(real-time)
2
Database tables2The ACDONHOLD (real-time) item appears in the following database 
tables:
Agent tables
The number of direct agent and split/skill ACD calls on hold for the agent. 
Available on Generic 3 switches.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-18
ACDTIME2
Database tables2The ACDTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACDCALLS. ACDTIME includes O_ACDTIME, but does 
not include HOLDTIME.
This is a cumulative item.
Agent tables
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME. It does 
not include HOLDTIME.
This is a cumulative item.
VDN tables
The talk time of all ACDCALLS, not including HOLDTIME. ACDTIME 
includes SKILLTIME1, SKILLTIME2, and SKILLTIME3.
This is a cumulative item.
Call work codes tables
Talk time of all ACDCALLS (not including HOLDTIME) associated with 
this call work code.
This is a cumulative item.
ACTIVECALLS 
(real-time)
2
Database tables2The ACTIVECALLS (real-time) item appears in the following database 
tables:
VDN tables
The switch-generated count of the number of active calls in the VDN. 
This includes only incoming trunk calls directly to the VDN. It does not 
include internal calls to the VDN, transfers to the VDN, or calls that route 
to the VDN or redirect from ringing to the VDN after having been through 
another VDN. Available on the Generic 3 Version 4 and later switch and 
on the ECS with the vectoring feature.
This is a status item.