Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Calculations
2-228
Calculations
2
Overview
2
Purpose
2
These are the calculations used in real-time and historical reports. You
can also use them in custom reports. Do
can also use them in custom reports. Do
not modify any of the standard
CentreVu CMS Dictionary calculations. If you modify the standard
calculations the meaning of the data will be changed.
calculations the meaning of the data will be changed.
Standard
Dictionary
Calculations
Dictionary
Calculations
2
Standard Dictionary
Calculations Table
Calculations Table
2
The following table lists all of the standard
CentreVu CMS Dictionary
calculations:
Calculation Name
Calculation
Description
ACW_AUX_OUT_ADJ
ACWAUXOUTADJCALLS +
AUXOUTADJCALLS
AUXOUTADJCALLS
Off-switch calls by
adjunct while in ACW
or AUX.
adjunct while in ACW
or AUX.
ACW_AUX_OUT_CALLS
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
AUXOUTOFFCALLS)
All off-switch calls
placed while in ACW
or AUX.
placed while in ACW
or AUX.
AGENTS_ON_EXT_CALLS
(ONACWIN + ONAUXIN +
ONACWOUT + ONAUXOUT)
ONACWOUT + ONAUXOUT)
Agents on extension
calls.
calls.
AVG_ABANDON_TIME
ABNTIME / ABNCALLS
Average time to
abandon.
abandon.
AVG_ABANDON_TIME_SUM
sum(ABNTIME) / sum(ABNCALLS)
Total average
abandon time.
abandon time.
AVG_ACD_TALK_TIME
ACDTIME / ACDCALLS
Average ACD talk
time.
time.
AVG_ACD_TALK_TIM_SUM
(sum(ACDTIME) / sum(ACDCALLS)
Total average ACD
talk time.
talk time.
AVG_ACW_TIME
ACWTIME / ACDCALLS
Average ACW time.