Page 5 - Table of Contents; CentreVu® Call Management System; CentreVu®
Table of Contents CentreVu® Call Management System Release 3 Version 8 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations v Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1...
Page 19 - Preface; Purpose; Audience; CentreVu; Conventions used
Preface CentreVu® CMS R3V8 Database Items and Calculations P-1 Preface Purpose 0 This book describes the CentreVu ® Call Management System (CMS) database items and calculations used for standard and custom reports. It also includes descriptions of switch feature interactions and reports-specific cal...
Page 20 - Related documents
Preface CentreVu® CMS R3V8 Database Items and Calculations P-2 Related documents 0 The following documents can help you use the CentreVu CMS software to its maximum capability. Those most closely related to this document are the Administration and Report Designer documents. ● CentreVu Call Managemen...
Page 21 - Introduction; Introduction
Introduction CentreVu® CMS R3V8 Database Items and Calculations General Information 1-1 1 Introduction General Information 1 Introduction 1 This document describes the CentreVu CMS database tables, the items in the database tables, and the standard Dictionary calculations that use the database items...
Page 22 - How Database Items and Calculations Are Presented; Database Items; Database Tables
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1-2 How Database Items and Calculations Are Presented 1 Introduction 1 This section outlines how the CentreVu CMS database items and calculations are presented later in the document. Dat...
Page 23 - Items in Definitions; A =Administrative data: administered on the switch or on
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1-3 Items in Different Tables 1 Many database items are included in more than one database table. When an item is in more than one table, the definition may or may not be the same from t...
Page 24 - Database Item; DEFINITY
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1-4 Call-Based Data 1 In addition to the types of data described above, items in the CentreVu CMS database can be either call-based or interval-based. Most CentreVu CMS database items ar...
Page 25 - Calculations; Calculation Name
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1-5 Calculations 1 CentreVu CMS uses calculations of database items in many reports. All standard CentreVu CMS Dictionary calculations are listed alphabetically and described in Chapter ...
Page 26 - Terminology; ACD Call
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-6 Terminology 1 Database Terminology 1 The following terms are often used in the database item descriptions. Abandoned Call A call in which the caller hung up before the call was answered or connected. Calls also can be co...
Page 27 - Agent
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-7 After Call Work (ACW) Work done when the agent is not on a call. There are two types of after call work (ACW): call-related ACW and ACW not associated with a call. An agent enters a call-related ACW state by completing a...
Page 28 - Answered Call
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-8 Agent position (no EAS) The combination of the agent login ID and the split the agent logged into. Agents logged into multiple splits have multiple positions associated with them. Call data are collected for each agent/s...
Page 29 - Call Segment
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-9 Call Segment Call records are made up of call segments, each of which represents a related call. A new call segment is started whenever a call is made or received, including whenever a call is made in order to transfer o...
Page 30 - Hold; Queued
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-10 Hold A call placed on hold as a result of the agent pressing the HOLD feature button or the hard hold feature access code, by using the TRANSFER or CONFERENCE feature button or by flashing the switch hook. CentreVu CMS ...
Page 31 - Skill Level
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-11 Secondary Split/Skill (G3 Vectoring) The second split/skill the call queues to in a VDN is called the secondary split/skill. Skill Group (Generic 2.2 EAS and later) A group of ten skills. Each consecutive ten skills end...
Page 32 - Top Skill; Default Skill
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology 1-12 Top Skill The agent’s top skill is the agent’s first-administered, highest-level skill. This concept is the most useful when you have a Generic 3 switch (with EAS) and with agents who are using skill level call handling...
Page 33 - Database Table Names; Name
Introduction CentreVu® CMS R3V8 Database Items and Calculations Database Table Names 1-13 Database Table Names 1 Introduction 1 To select data for custom reports, you must use the names listed in the tables in this section. The database items are described in later sections of this document. Real-Ti...
Page 40 - Abandoned Calls
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-20 Abandoned Calls 1 In general, any call that hangs up before an agent or station answers is an abandoned call. On Generic 3 switches, any VDN calls (whether ACD c...
Page 41 - Audio Difficulty
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-21 Transferred and Conferenced Calls 1 With Personal Call Tracking, CentreVu CMS tracks transferred and conferenced calls as follows: ● Transferred and conferenced ...
Page 43 - Call Pickup
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-23 Forced Multiple Call Handling (G3V4) 1 The Forced Multiple Call Handling feature in Generic 3 Version 4 switches allow an ACD call to ring at an agent’s voice te...
Page 45 - Call Disposition
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-25 Multiple-Split/ Skill Queuing (G3) 1 On a Generic 3 switch, calls can be queued to as many as three splits/skills simultaneously. For the first split/skill to wh...
Page 47 - Tracking; Go To Vector
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-27 Move Agent While Staffed (G3V4 and later) 1 The G3V4 switch release supports moving a staffed agent between splits or changing the skill assignments for staffed ...
Page 48 - Skill State
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-28 Outbound Call Management (OCM) 1 Outbound call management (OCM) calls to splits/skills are included as a subset of the ACD call database items (talk time, ringin...
Page 49 - Timed ACW
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-29 Switch Average Speed of Answer (G3V4 and later) 1 The G3V4 and later switches calculate a roilling average speed of answer (ASA) for splits/skills and VDN(s). Th...
Page 50 - VDN Active Calls
Introduction CentreVu® CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1-30 Vector Disconnect Timer (G3V2 and later) 1 The Vector Disconnect Timer is started when a call begins vector processing and stops when the call is routed successf...
Page 53 - Database Items and Calculations; Overview
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-1 2 Database Items and Calculations Overview 2 Purpose 2 This chapter describes the CentreVu® Call Management System (CMS) database tables, the items in the database tables, and the standard Dictionary calculations ...
Page 54 - General information; Organization
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information 2-2 General information 2 Overview 2 Purpose 2 This section presents general information about database items. Organization 2 The following topics are covered: ● “Database item types” on page 2-2 ●...
Page 60 - ABNCALLS; Database tables; This also includes calls with talk times
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-8 Database Items 2 Overview 2 Purpose 2 This section describes database items for all tables. ABNCALLS 2 Database tables 2 The ABNCALLS appears in the following database tables: Split/skill tables Num...
Page 62 - ABNQUECALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-10 ABNCALLS1-10 2 Database tables 2 The 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 s...
Page 63 - ABNRINGCALLS; ABNTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-11 ABNRINGCALLS 2 Database tables 2 The 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...
Page 64 - ABNVECCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-12 Agent tables The time split/skill ACD callers waited while ringing the agent’s voice terminal before the call was abandoned. For Generic 3 switches, ABNTIME includes the time until the agent releas...
Page 65 - ACCEPTABLE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-13 ACCEPTABLE 2 Database tables 2 The ACCEPTABLE appears in the following database tables: Split/skill tables Number of ACDCALLS answered by an agent within the predefined acceptable service level (SE...
Page 68 - ACDCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-16 ACDCALLS 2 Database tables 2 The 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 ...
Page 70 - ACDTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-18 ACDTIME 2 Database tables 2 The 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 ...
Page 71 - ACWINCALLS; ACWINTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-19 ACWINCALLS 2 Database tables 2 The ACWINCALLS item appears in the following database tables: Split/skill tables Number of inbound extension calls received by agents while in ACW for split/skill ACD...
Page 72 - ACWOUTCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-20 ACWOUTADJ-CALLS 2 Database tables 2 The ACWOUTADJCALLS item appears in the following database tables: Split/skill tables Number of ACWOUTCALLS that were placed by an adjunct on behalf of an agent (...
Page 74 - ACWOUTTIME; ACWTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-22 ACWOUTTIME 2 Database tables 2 The ACWOUTTIME item appears in the following database tables: Split/skill tables Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold time on Generic 3 swit...
Page 75 - ADJATTEMPTS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-23 Agent tables The duration of all after call work associated with ACDCALLS, including ACWINTIME and ACWOUTCALLS received/made during call-associated ACW. Note: ACWTIME does not include the time spen...
Page 76 - ADJROUTED
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-24 ADJROUTED 2 Database tables 2 The ADJROUTED item appears in the following database tables: Vector tables The number of adjunct-routing calls that were redirected by an adjunct processor or host com...
Page 77 - AGOCC
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-25 AGINRING (real-time) 2 Database tables 2 The AGINRING (real-time) item appears in the following database tables: Split/skill tables Current number of POSITIONS at which split/skill or direct agent ...
Page 79 - ALLINUSETIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-27 ALLINUSE (real-time) 2 Database tables 2 The ALLINUSE (real-time) item appears in the following database tables: Trunk group tables Current use status of all trunks in the trunk group (on calls or ...
Page 80 - ANSHOLDTIME; ANSLOCID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-28 ANSCONN-CALLS1-10 2 Database tables 2 The ANSCONNCALLS1-10 item appears in the following database tables: VDN tables The number of times that callers were answered (ACDCALLS) and connected (CONNECT...
Page 81 - ANSLOGIN; ANSREASON; ANSRINGTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-29 ANSLOGIN 2 Database tables 2 The ANSLOGIN item appears in the following database tables: Call record tables Login ID of the agent who answered the call in this segment. This field is blank for unme...
Page 82 - ANSTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-30 ANSTIME 2 Database tables 2 The ANSTIME item appears in the following database tables: Split/skill tables Time spent by callers in queue or ringing before being answered by an agent. This is a cumu...
Page 83 - ASSISTS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-31 ASSIST (real-time) 2 Database tables 2 The ASSIST item appears in the following database tables: Agent tables This is a real-time item. A request for supervisor assistance is active for this agent ...
Page 84 - AUDIO; AUXINCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-32 ATAGENT (real-time) 2 Database tables 2 The ATAGENT (real-time) item appears in the following database tables: VDN tables The current number of INPROGRESS calls (ACD and non-ACD) that have been ans...
Page 85 - AUXINTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-33 Agent tables The number of inbound extension calls received by agents while in AUX (auxiliary work), AVAILABLE, or for Generic 3 switches, with an ACD or AUXIN/AUXOUT call on hold. This is a cumula...
Page 86 - AUXOUTCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-34 AUXOUTCALLS 2 Database tables 2 The AUXOUTCALLS item appears in the following database tables: Split/skill tables The number of outbound extension calls made by agents while in AUX (auxiliary work)...
Page 87 - AUXOUTTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-35 AUXOUTOFF-TIME 2 Database tables 2 The AUXOUTOFFTIME item appears in the following database tables: Split/skill tables The talk time of all AUXOUTOFFCALLS (does not include AUXOUTOFFCALLS spent on ...
Page 88 - AVGAGSERV
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-36 AUXREASON(real-time) 2 Database tables 2 The AUXREASON item appears in the following database tables: Agent tables The reason code associated with the agent’s current state. This is blank if the ag...
Page 89 - AVGSPEEDANS; BACKUPCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-37 AVGSPEEDANS 2 Database tables 2 The AVGSPEEDANS item appears in the following database tables: Current day report tables Objective average speed of answer in seconds for this type of call. AWORKMOD...
Page 97 - BLOCKAGE; BSRPLAN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-45 BH_VDNCALLS 2 Database tables 2 The BH_VDNCALLS item appears in the following database tables: VDN tables The number of INCALLS to the VDN that completed during the busy hour. BH_VDNCALLS includes ...
Page 98 - BUSYCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-46 BUSYCALLS 2 Database tables 2 The BUSYCALLS item appears in the following database tables: Split/skill tables Number of CALLSOFFERED calls that were given a busy signal by the switch. This happens ...
Page 99 - BUSYTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-47 VDN tables The number of INCALLS that were given a busy signal by the switch. This can occur on all switches via the "busy’’ vector command. On Generic 3 switches and the ECS, BUSYCALLS can occ...
Page 100 - CALLID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-48 CALLID 2 Database tables 2 The CALLID item appears in the following database tables: Call record tables A unique number assigned to this call and all its call segments. For conferenced/transferred ...
Page 101 - CALLSOFFERED; not; CHANGE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-49 CALLING_PTY 2 Database tables 2 The CALLING_PTY item appears in the following database tables: Agent trace tables Calling party identification, which is the ANI/SID (for Generic 3 Version 4 and lat...
Page 102 - CHPROF; COMPLETED; CONFERENCE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-50 CHANGED (real-time) 2 Database tables 2 The CHANGED (real-time) item appears in the following database tables: Agent tables Time of day that new agent activity started (for example, when WORKMODE o...
Page 103 - CONNECTTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-51 Agent tables The number of times the agent completed a conference, that is, pushed the conference key a second time). Available on Generic 3 switches. This is a cumulative item. Agent trace tables ...
Page 104 - CONNTALKTIME; CONSULTTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-52 CONNTALKTIME 2 Database tables 2 The CONNTALKTIME item appears in the following database tables: VDN tables Talk time for all CONNECTCALLS, not including HOLDTIME. This is a cumulative item. CONSUL...
Page 114 - DEFLECTCALLS; DEQUECALLS; DEQUETIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-62 DEFLECTCALLS 2 Database tables 2 The DEFLECTCALLS item appears in the following database tables: Vector tables The number of calls deflected to the network through BSR. Requires the DEFINITY ECS R6...
Page 117 - DISCCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-65 DISCCALLS 2 Database tables 2 The DISCCALLS item appears in the following database tables: Split/skill tables For the Generic 3 Version 2 and newer switch releases, this also includes the number of...
Page 118 - DISCTIME; DISPIVECTOR
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-66 DISCTIME 2 Database tables 2 The DISCTIME item appears in the following database tables: Split/skill tables Time all DISCCALLS spent in this split’s/skill’s queue. For the Generic 3 Version 2 and n...
Page 119 - DISPOSITION
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-67 DISPOSITION 2 Database tables 2 The DISPOSITION item appears in the following database tables: Call record tables Represents the call disposition and indicates whether the call in the segment was: ...
Page 120 - DISPPRIORITY; DISPSKLEVEL; DISPSPLIT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-68 DISPPRIORITY 2 Database tables 2 The DISPPRIORITY item appears in the following database tables: Call record tables Priority the call had at its disposition in this segment. Priorities can be 1=NO ...
Page 121 - DISPTIME; DISPVDN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-69 DISPTIME 2 Database tables 2 The DISPTIME item appears in the following database tables: Call record tables Wait time (in the vector, in queue, and ringing) until the disposition is recorded in DIS...
Page 122 - EQLOC
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-70 Call record tables The total time the trunk was in use. This is the overall trunk holding time from the beginning of the call segment until the caller is disconnected. For the first segment of a ca...
Page 126 - EXTENSION; EXTN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-74 EXT_CALL_ORIG 2 Database tables 2 The EXT_CALL_ORIG item appears in the following database tables: Agent trace tables Agent originated an external (off-switch) call. Available on Generic 3 switches...
Page 127 - EXTYPE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-75 EXTYPE 2 Database tables 2 The EXTYPE item appears in the following database tables: Agent exception table The type of exception that occurred: Value = Type 1 = Time Available 2 = Time on inbound A...
Page 131 - FAILURES; FCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-79 FAVAILABLE(real-time) 2 Database tables 2 The FAVAILABLE item appears in the following database tables: Split/skill tables The number of flex agents available (0-999). Requires a DEFINITY ECS R6 or...
Page 132 - FINAUX; FIRSTVDN; FIRSTVECTOR
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-80 FINACW(real-time) 2 Database tables 2 The FINACW item appears in the following database tables: Split/skill tables The number of flex agents in ACW for this skill (0-999). Requires a DEFINITY ECS R...
Page 133 - FMETHOD
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-81 FMETHOD 2 Database tables 2 The FMETHOD item appears in the following database tables: Current day configuration tables Type of trending to use for forecast. Values are 0 = none, 1 = seasonal, 2 = ...
Page 140 - GOTOCALLS; GOTOTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-88 GNSTAFFED(real-time) 2 Database tables 2 The GNSTAFFED item appears in the following database tables: Split/skill tables Current number of greatest need agents that are staffed in SPLIT. Available ...
Page 141 - HELD; HIGHCALLS; HOLDABN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-89 HELD 2 Database tables 2 The HELD item appears in the following database tables: Call record tables Total number of times this call was placed on hold by the answering agent in this call segment. W...
Page 143 - HOLDACDTIME; HOLDCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-91 HOLDACDTIME 2 Database tables 2 The HOLDACDTIME item appears in the following database tables: Agent tables The time split/skill and direct agent ACD calls spent on hold at the agent’s voice termin...
Page 144 - HOLDTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-92 HOLDTIME 2 Database tables 2 The HOLDTIME item appears in the following database tables: Split/skill tables Time spent by split/skill ACD callers on hold. Available on Generic 3 switches. This is a...
Page 157 - ILN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-105 ILN 2 Database tables 2 The ILN item appears in the following database tables: VDN tables Internal line number (ILN) of the VDN extension. The ILN is used internally by the CMS to track data about...
Page 159 - INCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-107 INCALLS 2 Database tables 2 The INCALLS item appears in the following database tables: Trunk group tables The number of inbound calls that were carried by this TKGRP and that completed during the ...
Page 160 - INCOMPLETE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-108 INCOMPLETE 2 Database tables 2 The INCOMPLETE item appears in the following database tables: Split/skill tables Indicates whether or not data is complete for this collection interval. Data is inco...
Page 162 - INFLAG; INFLOWCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-110 Call work codes tables This indicates whether or not data is complete for this interval. Data is incomplete whenever the link goes down and whenever tracking is aborted for calls, due to trunk fai...
Page 165 - INTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-113 INTERFLOW-CALLS 2 Database tables 2 The INTERFLOWCALLS item appears in the following database tables: Split/skill tables Number of OUTFLOWCALLS that were redirected to a destination outside the sw...
Page 166 - INTRVL
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-114 Trunk tables The trunk holding time for all INCALLS carried by this trunk that completed during the collection interval. Trunk holding time is the time from the initial trunk seizure until the tru...
Page 168 - LASTCWC; LASTDIGITS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-116 ITN (index) 2 Database tables 2 The ITN (index) item appears in the following database tables: Trunk tables The internal trunk number of the trunk. This is a row identifier item. KEYBD_DIALED 2 Da...
Page 169 - LASTOBSERVER
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-117 LASTOBSERVER 2 Database tables 2 The LASTOBSERVER item appears in the following database tables: Call record tables Login ID of the last agent who service-observed or bridged on to this call. LEVE...
Page 170 - LOGID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-118 Agent Trace table The equipment location ID associated with a particular agent. This is the location ID of the terminal the agent is logged into. It is associated with a port network location ID o...
Page 171 - LOGIN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-119 Trunk group exception table Login ID of the agent reporting audio difficulty. This is a cumulative item. Malicious call trace exception table Login ID of the agent initiating a malicious call trac...
Page 172 - LOGOUT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-120 LOGONSKILL2-20(real-time) 2 Database tables 2 The LOGONSKILL2-20 item appears in the following database tables: Agent tables This is a real-time item. The second through twentieth skills the agent...
Page 173 - LOOKATTEMPTS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-121 LOGOUT_DATE 2 Database tables 2 The LOGOUT_DATE item appears in the following database tables: Agent login/logout tables Date on which the agent logged out. This field is a standard UNIX time fiel...
Page 174 - LOWCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-122 VDN tables The number of look-ahead interflow attempts for calls in this VDN. Available on Generic 3 switches and on the ECS with the vectoring and look-ahead interflow features. LOOKATTEMPTS incl...
Page 175 - MAXINQUEUE; MAXOCWTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-123 MALICIOUS(real-time) 2 Database tables 2 The MALICIOUS item appears in the following database tables: Agent tables This is a real-time item. This indicates whether a malicious call trace is active...
Page 176 - MAXSTAFFED; MAXTOP
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-124 VDN tables The maximum time that a call, recorded during the collection interval, waited in the VDN before being answered (ACD calls) or connected (non-ACD calls), abandoning, being redirected, re...
Page 177 - MAXWAITING; MBUSYTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-125 MAXWAITING 2 Database tables 2 The MAXWAITING item appears in the following database tables: VDN tables Maximum number of calls simultaneously in progress in the VDN during the collection interval...
Page 178 - MCT; MEDCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-126 MCT 2 Database tables 2 The MCT item appears in the following database tables: Agent trace tables The agent activated a malicious call trace. Available on Generic 3 switches. MEDCALLS 2 Database t...
Page 179 - NETDISCCALLS; NETINCALLS; NETINTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-127 NETDISCCALLS 2 Database tables 2 The NETDISCCALLS item appears in the following database tables: Vector tables Number of disconnected calls for the reply step in BSR. Requires the DEFINITY ECS R6 ...
Page 180 - NETPOLLS; NOANSREDIR
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-128 NETPOLLS 2 Database tables 2 The NETPOLLS item appears in the following database tables: Vector tables Number of network polls for the consider steps in BSR. Requires the DEFINITY ECS R6 and later...
Page 181 - NUMAGREQ
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-129 Agent tables The number of split/skill and direct agent ACD calls that rang at this agent’s voice terminal and then were automatically redirected by the Redirection on No Answer feature because th...
Page 182 - NUMTGS; NUMVDNS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-130 NUMTGS 2 Database tables 2 The NUMTGS item appears in the following database tables: VDN tables Number of trunk groups assigned to this VDN. This is an administrative item. NUMVDNS 2 Database tabl...
Page 185 - OBSLOCID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-133 OBSERVING-CALL 2 Database tables 2 The OBSERVINGCALL item appears in the following database tables: Call record tables Whether this call represents an agent observing or bridging on to an existing...
Page 189 - ORIGHOLDTIME; ORIGLOCID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-137 Agent tables The current number of calls for any split/skill on hold at the agent’s station. ONHOLD includes ACDONHOLD. For Generic 3 switches, ONHOLD includes all calls. This is a status item. OR...
Page 190 - ORIGLOGIN; ORIGREASON
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-138 ORIGLOGIN 2 Database tables 2 The ORIGLOGIN item appears in the following database tables: Call record tables Login ID of the agent originating the call. This is used for calls an agent originates...
Page 191 - OTHERCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-139 For Generic 3 switches with EAS, agents are logged into multiple splits and doing work for a split other than this one (on an ACD call or in call-related ACW). For Generic 3 switches with multiple...
Page 192 - OTHERTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-140 Vector tables The number of INCALLS that were redirected out of the vector, given a busy signal, or were disconnected. OTHERCALLS includes BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = INCA...
Page 193 - OUTCALLS; OUTFLAG
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-141 OUTBOUND (real-time) 2 Database tables 2 The OUTBOUND (real-time) item appears in the following database tables: Trunk group tables The current number of trunks in this trunk group that are busy o...
Page 195 - OUTFLOWTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-143 Vector tables The number of INCALLS that were redirected to another destination by way of a "go to vector’’ command or by a ’’route to’’ or ’’adjunct routing’’ command to a destination other t...
Page 196 - OUTTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-144 OUTTIME 2 Database tables 2 The OUTTIME item appears in the following database tables: Trunk group tables The trunk holding time for all OUTCALLS carried by trunks in this trunk group that complet...
Page 197 - PERIODCHG
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-145 PERCENT(real-time) 2 Database tables 2 The PERCENT (real-time) item appears in the following database tables: Agent tables The agent’s percent allocation (0-100) for a skill. Requires a DEFINITY E...
Page 198 - PHANTOMABNS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-146 VDN tables This indicates whether or not service level increments PERIOD1 through PERIOD9 (as defined on the Call Center Administration: VDN Call Profile window) changed during the data collection...
Page 199 - POSITIONS; PREFERENCE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-147 POSITION (index) 2 Database tables 2 The POSITION (index) item appears in the following database tables: Agent tables The position number associated with this EXTENSION. Agents in multiple splits ...
Page 206 - RAGOCC
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-154 R2OTHER(real-time) 2 Database tables 2 The 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). R...
Page 207 - REASON; RECONNECT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-155 REASON 2 Database tables 2 The 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 follo...
Page 208 - RETURNCALLS; RINGCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-156 RETURNCALLS 2 Database tables 2 The 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...
Page 209 - RINGTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-157 RINGTIME 2 Database tables 2 The RINGTIME item appears in the following database tables: Split/skill tables The time this split/skill’s calls spent ringing at agent positions independent of final ...
Page 212 - RSERVLEVELP
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-160 ROW_TIME 2 Database tables 2 The 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 oc...
Page 213 - SEGMENT; SEGSTART; SEGSTOP
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-161 SEGMENT 2 Database tables 2 The 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 segmen...
Page 214 - SERVICELEVEL; SERVLEVELP; SERVLEVELT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-162 SERVICELEVEL 2 Database tables 2 The 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 c...
Page 215 - SETUPTIME; SHORTCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-163 SETUPTIME 2 Database tables 2 The 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 o...
Page 217 - SKILLTYPE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-165 SKILLTYPE 2 Database tables 2 The 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) o...
Page 218 - SKLEVEL
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-166 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 wit...
Page 219 - SKPERCENT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-167 SKPERCENT 2 Database tables 2 The SKPERCENT item appears in the following database tables: Agent tables The agent’s percent allocation for LOGONSKILL. Requires a DEFINITY ECS R6 or later with EAS....
Page 220 - SLVLABNS; SPLIT
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-168 SLVLABNS 2 Database tables 2 The 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/skill’s SE...
Page 223 - STARTTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-171 STARTED (real-time) 2 Database tables 2 The 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 t...
Page 224 - SVCLEVELCHG
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-172 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 ...
Page 225 - TALKTIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-173 TAGINRING(real-time) 2 Database tables 2 The 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 a...
Page 226 - THRESHOLD
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-174 TDA_INACW(real-time) 2 Database tables 2 The 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 a...
Page 230 - TIME
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-178 TI_STAFFTIME 2 Database tables 2 The 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....
Page 232 - TKGRP
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-180 TINAUX0(real-time) 2 Database tables 2 The TINAUX0 item appears in the following database tables: Split/skill tables The number of top agents logged into the skill who are in the AUX work for reas...
Page 236 - TOPCALLS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-184 TONAUXOUT(real-time) 2 Database tables 2 The TONAUXOUT item appears in the following database tables: Split/skill tables The number of top agents that are in AUX work or AVAILABLE. For Generic 3 s...
Page 238 - TRANSFERRED
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-186 TRANSFERRED 2 Database tables 2 The TRANSFERRED item appears in the following database tables: Split/skill tables The number of ACDCALLS that were transferred to another destination. For Generic 3...
Page 239 - TRENDBASE; TRUNKS
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-187 TRENDBASE 2 Database tables 2 The TRENDBASE item appears in the following database tables: Current day configuration tables Base date for seasonal trending. TRUNKS 2 Database tables 2 The TRUNKS i...
Page 240 - UCID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-188 TYPE (real-time) 2 Database tables 2 The TYPE (real-time) item appears in the following database tables: Agent tables The skill type ("p" for primary or "s" for secondary) associat...
Page 241 - VDISCCALLS; VDN
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-189 VDISCCALLS 2 Database tables 2 The VDISCCALLS item appears in the following database tables: Vector tables The number of calls forced to disconnect because the vector disconnect timer timed out or...
Page 242 - VECTOR
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-190 Trunk tables This is a real-time item. The VDN that is associated with the current call. This stays set until the trunk idles, at which time it is set to NULL. Available on Generic 3 switches with...
Page 243 - WORKCODE
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items 2-191 VDN tables This is an index item. Vector number associated with this VDN. This is an administrative item. VDN exception table Vector number associated with this VDN or for which the exception occu...
Page 247 - Switch cross-reference
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference 2-195 Switch cross-reference 2 Overview 2 Purpose 2 The following tables list which database items are supported by each of the switch releases. Switch cross-reference information 2 Split/Skill ...
Page 254 - Agent database items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference 2-202 Agent database items 2 The following table lists which Agent database items are supported by each of the switch releases. The following is a key to the table: ● Items marked "X" in...
Page 262 - Trunk database items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference 2-210 Trunk database items 2 The following table lists which Trunk database items are supported by each of the switch releases: O_ABNCALLS X X X X X X O_ACDCALLS X X X X X X O_OTHERCALLS X X X X...
Page 264 - Vector Database items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference 2-212 Vector Database items 2 The following table lists which Vector database items are supported by each of the switch releases: SPLIT2-3 X X X X X X STARTED X X X X X X STARTTIME X X X X X X T...
Page 266 - VDN Database items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference 2-214 VDN Database items 2 The following table lists which VDN database items are supported by each of the switch releases: Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS X X...
Page 276 - Search values and calculations
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Search values and calculations 2-224 Search values and calculations 2 Overview 2 Purpose 2 This section presents database search values and calculations. Organization 2 ● Agent State and Row Search Values Cross-Refere...
Page 291 - Calculations table
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Calculations 2-239 Reports-specific Calculations 2 Overview 2 The calculations in this section have been added specifically to support reports modified for V8 CentreVu Supervisor. These calculations present informatio...
Page 293 - Index; Symbols
Index CentreVu® CMS R3V8 Database Items and Calculations IN-1 Index Symbols % Aban . . . . . . . . . . . . . . . . . . . . . 2-239 % Agent Occup (Group) w/ACW . . . . . . . . 2-240 % Agent Occup (Group) w/o ACW . . . . . . . 2-240 % Busy . . . . . . . . . . . . . . . . . 2-239 , 2-240 % Disconnect ....
