Lucent Technologies Release 3 Version 8 Manual Do Utilizador

CentreVu® CMS R3V8 Database Items and Calculations

2

2

The I_ACDTIME item appears in the following database tables:

Time during the collection interval that POSITIONS were on split/skill 
ACD calls. This includes time on O_ACDCALLS as well as on 
ACDCALLS.

This is a cumulative item.

The time during the collection interval that the agent was talking on ACD 
calls for SPLIT or the time ACD calls spent on hold. I_ACDTIME includes 
time spent on O_ACDCALLS, but does not include HOLDTIME.

This is a cumulative item.

2

2

The I_ACWINTIME item appears in the following database tables:

The time during the collection interval that POSITIONS were in ACW for 
this split/skill, either associated with a split/skill ACD call or not 
associated with a call, and on inbound extension calls. This does not 
include time inbound extension calls spent on hold. Available on Generic 
3 switches.

This is a cumulative item.

The time during the collection interval that the agent was in ACW and on 
inbound extension calls. I_ACWINTIME includes ACW for split/skill ACD 
calls and ACW not associated with a call, but does not include the time 
inbound ACW calls spent on hold.

This is a cumulative item.