Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-91
HOLDACDTIME
2
Database tables
2
The HOLDACDTIME item appears in the following database tables:
Agent tables
The time split/skill and direct agent ACD calls spent on hold at the agent’s
voice terminal. This includes time on AUXIN or AUXOUT calls with the
ACD calls on hold.
voice terminal. This includes time on AUXIN or AUXOUT calls with the
ACD calls on hold.
This is a cumulative item.
VDN tables
The time spent by split/skill or direct agent ACD callers spent on hold.
This is a cumulative item.
HOLDCALLS
2
Database tables
2
The HOLDCALLS item appears in the following database tables:
Split/skill tables
Number of split/skill ACD calls that were placed on hold at least once.
Available on Generic 3 switches. HOLDCALLS includes
HOLDABNCALLS.
Available on Generic 3 switches. HOLDCALLS includes
HOLDABNCALLS.
This is a cumulative item.
Agent tables
The number of calls that were placed on hold at least once. HOLDCALLS
includes HOLDABNCALLS. For Generic 3 switches, HOLDCALLS
applies to all calls the agent put on hold. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
includes HOLDABNCALLS. For Generic 3 switches, HOLDCALLS
applies to all calls the agent put on hold. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
VDN tables
The number of calls that were placed on hold at least once. HOLDCALLS
also includes HOLDABNCALLS and HOLDACDCALLS. For Generic 3
switches, and for the ECS, HOLDCALLS applies to all calls the agent put
on hold.
also includes HOLDABNCALLS and HOLDACDCALLS. For Generic 3
switches, and for the ECS, HOLDCALLS applies to all calls the agent put
on hold.
This is a cumulative item.