Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-57
DA_ACWTIME
2
Database tables
2
The DA_ACWTIME item appears in the following database tables:
Agent tables
The duration of ACW associated with DA_ACDCALLS, including time on
DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling. DA_ACWTIME
includes DA_ACWINTIME and DA_ACWOTIME.
DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling. DA_ACWTIME
includes DA_ACWINTIME and DA_ACWOTIME.
This is a cumulative item.
DA_ANSTIME
2
Database tables
2
The DA_ANSTIME item appears in the following database tables:
Agent tables
The time spent by callers in direct agent queue and ringing before being
answered. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
answered. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.
DA_INACW
(real-time)
(real-time)
2
Database tables
2
The DA_INACW (real-time) item appears in the following database
tables:
tables:
Split/skill tables
Current number of POSITIONS that are in after call work associated with
direct agent calls. This includes agents who are on ACWIN/ACWOUT
calls. DA_INACW is a subset of OTHER. Note: The total number of
agents in after call work = INACW + DA_INACW. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
direct agent calls. This includes agents who are on ACWIN/ACWOUT
calls. DA_INACW is a subset of OTHER. Note: The total number of
agents in after call work = INACW + DA_INACW. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
This is a status item.