Lucent Technologies Caller ID Box 585-210-939 ユーザーズマニュアル

CentreVu® CMS R3V8 Database Items and Calculations

2

2

The CONNTALKTIME item appears in the following database tables:

Talk time for all CONNECTCALLS, not including HOLDTIME.

This is a cumulative item.

2

2

The CONSULTTIME item appears in the following database tables:

The time an agent talked on any outbound call while in AUX work, ACW, 
or in OTHER with a call on hold. This includes the time the originating 
agent spent talking to the destination party while establishing a 
conference or transferring a call. (This is the time between presses of the 
transfer or conference button.) It includes wait time if the agent is calling 
a Vector Directory Number (VDN) or split/skill extension, but the wait time 
can be subtracted out by subtracting the DISPTIME item from 
CONSULTTIME.

2

2

The CWC (index) item appears in the following database tables:

Call work code for which data was collected.

This is a row identifier item.