Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

The number of split/skill and direct agent ACD calls that were answered 
by an agent from "queue to main," "check backup," "messaging 
split/skill," "route to" split/skill or direct agent, and "adjunct routing" to a 
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10, 
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and 
TRANSFERRED.

This is a cumulative item.

Number of times this call work code was entered while an agent was on a 
split/skill or direct agent ACD call or in call-related ACW.

This is a cumulative item.

2

2

The ACDCALLS1-10 item appears in the following database tables:

Number of ACDCALLS during the collection interval that were answered 
in each of the service level increments PERIOD1 through PERIOD9 (as 
defined on the Call Center Administration: Call Profile window). 
ACDCALLS10 is the number of calls answered after the last increment 
PERIOD9. Note: If call profiles are not set, then the data gets stored into 
the first interval (ACDCALLS1).

This is a cumulative item.

2

2

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

The number of direct agent and split/skill ACD calls on hold for the agent. 
Available on Generic 3 switches.

This is a status item.