Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The MALICIOUS item appears in the following database tables:

This is a real-time item.

This indicates whether a malicious call trace is active for the agent for 
any split/skill. Values for MALICIOUS are 0= NO, 1 = YES. Available on 
Generic 3 switches (except for Generic 3i Version 1 switches).

This is a status item.

Indicates whether or not a malicious call trace was activated for this call 
segment. Valid values for MALICIOUS are 0=NO, 1=YES. Applies to the 
ECS and Generic 3 switches.

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The MAXINQUEUE item appears in the following database tables:

Maximum number of simultaneous calls in this split’s/skill’s queue during 
the collection interval.

This is a maximum value item.

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The MAXOCWTIME item appears in the following database tables:

Maximum amount of time that a call, recorded during the collection 
interval, waited in queue and ringing before an agent answered in this 
split/skill, the caller abandoned, or the call was redirected, received a 
busy signal, or was disconnected.

This is a maximum value item.