Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The PERCENT (real-time) item appears in the following database tables:

The agent’s percent allocation (0-100) for a skill. Requires a DEFINITY 
ECS R6 or later with EAS. 

This is a status item.

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The PERIOD 1-9 item appears in the following database tables:

The length, in seconds, of each service level increment as defined in the 
Call Center Administration: Split/Skill Call Profile window. Each increment 
represents a progressively longer wait time. 

CentreVu CMS counts 

answered or abandoned calls that wait beyond the last increment 
(PERIOD9) in either ACDCALLS10 or ABNCALLS10.

This is an administrative item.

Length, in seconds, of each service level increment as defined in the Call 
Center Administration. Each increment represents a progressively longer 
wait time. 

CentreVu CMS counts answered or abandoned calls that wait 

beyond the last increment (PERIOD9) in ANSCONNCALLS10.

This is an administrative item.

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The PERIODCHG item appears in the following database tables:

Indicates whether or not service level increments PERIOD1-9 (as defined 
on the Call Center Administration: Split/Skill Call Profile window) changed 
during the collection interval. Valid values for PERIODCHG are 1 = YES 
and 0= NO.

This is an administrative item.