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CentreVu® CMS R3V8 Database Items and Calculations

The maximum time that a call, recorded during the collection interval, 
waited in the VDN before being answered (ACD calls) or connected (non-
ACD calls), abandoning, being redirected, receiving a busy signal or 
being disconnected. This applies only to the first disposition of the call.

This is a maximum value item.

2

2

The MAXSTAFFED item appears in the following database tables:

Maximum number of agent POSITIONS that were simultaneously staffed 
during the collection interval. MAXSTAFFED includes MAXTOP.

This is a maximum value item.

2

2

The MAXTOP item appears in the following database tables:

Maximum number of top agents that were staffed during the collection 
interval in this split/skill.

This is a maximum value item.

2

2

The MAX_TOT_PERCENTS item appears in the following database 
tables:

The maximum total staffed agent percentages allocated to a skill. 
Requires a DEFINITY ECS R6 or later with EAS.