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CentreVu® CMS R3V8 Database Items and Calculations

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The ACWOUTTIME item appears in the following database tables:

Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold 
time on Generic 3 switches. It does include time spent on calls made 
while in ACW not associated with an ACD call and on 
ACWOUTADJCALLS and on ACWOUTOFFCALLS.

This is a cumulative item.

The talk time of all ACWOUTCALLS. ACWOUTTIME does not include 
HOLDTIME. ACWOUTTIME includes time spent on calls made while in 
ACW that was not associated with an ACD call and on 
ACWOUTADJCALLS and on ACWOUTOFFCALLS. For Generic 3 
switches, ACWOUTTIME does not include time ACWOUTCALLS spent 
on hold. It does include time spent on calls made while in ACW not 
associated with an ACD call.

This is a cumulative item.

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The ACWTIME item appears in the following database tables:

Duration of all after call work associated with ACDCALLS. Note: 
ACWTIME does not include time spent in ACW not associated with an 
ACD call (that is, the agent pressed the ACW button while not on an ACD 
call). However, both ACWINTIME and ACWOUTTIME do include time 
spent on calls made or received while in ACW not associated with an 
ACD call. Therefore, the sum of ACWINTIME and ACWOUTTIME may 
be greater than ACWTIME. ACWTIME includes ACWINTIME, 
ACWOUTTIME, and O_ACWTIME.

This is a cumulative item.