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CentreVu® CMS R3V8 Database Items and Calculations

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The DA_ABNCALLS item appears in the following database tables:

The number of direct agent ACD calls that were abandoned by callers 
while in queue or ringing the agent’s voice terminal. Includes calls 
considered abandoned because their talk time was less than the 
phantom abandon call timer. Requires a Generic 3 switch with the ASAI 
or EAS feature for direct agent calling.

This is a cumulative item.

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The DA_ABNTIME item appears in the following database tables:

The time DA_ABNCALLS were waiting in queue or ringing before being 
abandoned. Includes the time until the agent releases the call for 
phantom abandoned calls. Requires a Generic 3 switch with the ASAI or 
EAS feature for direct agent calling.

This is a cumulative item.

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The DA_ACDCALLS item appears in the following database tables:

The number of direct agent ACD calls that the agent answered. Requires 
a Generic 3 switch with the ASAI or EAS feature for direct agent calling. 
DA_ACDCALLS includes DA_RELEASE.

This is a cumulative item.