Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-99
I_DA_ACDTIME
2
Database tables
2
The I_DA_ACDTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that the agent spent talking on direct
agent ACD calls queued through this split/skill. I_DA_ACDTIME is a
subset of I_OTHERTIME. Requires a Generic 3 switch with the ASAI or
EAS feature for direct agent calling.
agent ACD calls queued through this split/skill. I_DA_ACDTIME is a
subset of I_OTHERTIME. Requires a Generic 3 switch with the ASAI or
EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on
direct agent calls. Does not include HOLDTIME. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
direct agent calls. Does not include HOLDTIME. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
I_DA_ACWTIME
2
Database tables
2
The I_DA_ACWTIME item appears in the following database tables:
Split/skill tables
The time that POSITIONS spent in ACW for direct agent ACD calls
queued through this split/skill. I_DA_ACWTIME is a subset of
I_OTHERTIME. Requires a Generic 3 switch with the ASAI or EAS
feature for direct agent calling.
queued through this split/skill. I_DA_ACWTIME is a subset of
I_OTHERTIME. Requires a Generic 3 switch with the ASAI or EAS
feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was doing after call
work associated with direct agent ACD calls. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
work associated with direct agent ACD calls. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.