Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The Split/Skill database item descriptions apply to real-time and historical 
items.

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Real-Time split/skill database items apply to the Current Interval 
Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The real-
time indexes are ACD and SPLIT.

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Historical split/skill database items apply to the Intrahour Split/Skill 
(hsplit), Daily Split/Skill (dsplit), Weekly Split/Skill (wsplit), and Monthly 
Split/Skill (msplit) tables, except as noted. The historical indexes are 
SPLIT and ROW_DATE.

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Row data will be archived for the I_OL1TIME and I_OL2TIME items if the 
row spent any time in the overload 1 or overload 2 threshold states. If the 
row (skill) spent all of its time in the normal state, and has no other 
reason to he archived (that is, no agent staffed time, no calls handled, 
and so on), then it will not be archived. When creating a report through 
CentreVu Report Designer or CMS Custom reports, data should be 
summed across user-specified intervals in order to see meaningful report 
results.

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The Agent database item descriptions apply to real-time and historical 
items.

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Real-Time agent database items apply to the Current Interval Agent 
(cagent) and Previous Interval Agent (pagent) tables. The real-time 
indexes are ACD, LOGID, POSITION, and SPLIT.

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Historical agent database items apply to the Intrahour Agent (hagent), 
Daily Agent (dagent), Weekly Agent (wagent), and Monthly Agent 
(magent) tables, except as noted. The historical indexes are LOGID, 
SPLIT, and ROW_DATE.