Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-92
HOLDTIME
2
Database tables
2
The HOLDTIME item appears in the following database tables:
Split/skill tables
Time spent by split/skill ACD callers on hold. Available on Generic 3
switches.
switches.
This is a cumulative item.
Agent tables
The time spent by callers on hold. For Generic 3 switches, HOLDTIME is
the time spent by split/skill ACD callers on hold. HOLDTIME includes
HOLDACDTIME.
the time spent by split/skill ACD callers on hold. HOLDTIME includes
HOLDACDTIME.
This is a cumulative item.
VDN tables
Time spent by callers on hold. HOLDTIME includes HOLDACDTIME. For
Generic 3 switches and for the ECS, HOLDTIME applies to all calls the
agent put on hold.
Generic 3 switches and for the ECS, HOLDTIME applies to all calls the
agent put on hold.
This is a cumulative item.
I_ACDAUXIN-
TIME
TIME
2
Database tables
2
The I_ACDAUXINTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that POSITIONS were talking on
AUXIN calls with a split/skill ACD call on hold where SPLIT is
OLDEST_LOGON. Available on Generic 3 switches.
AUXIN calls with a split/skill ACD call on hold where SPLIT is
OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on
AUXIN calls with at least one split/skill or direct agent ACD call on hold.
For agents in multiple splits/skills, this time is recorded in the record in
which SPLIT is OLDEST_LOGON. Available on Generic 3 switches.
AUXIN calls with at least one split/skill or direct agent ACD call on hold.
For agents in multiple splits/skills, this time is recorded in the record in
which SPLIT is OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item.