Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

 AVG_HOLD_TIME_SUM

sum(HOLDTIME) / 
sum(HOLDCALLS)

Total average hold 
time.

 AVG_INB_ACD_TIME

(TOTAL_ACDTIME - O_ACDTIME) / 
(TOTAL_ACDCALLS - 
O_ACDCALLS)

The average inbound 
ACD time.

 AVG_INB_ACW_TIME

(TOTAL_ACWTIME - O_ACWTIME) / 
INBOUND_ACDCALLS

The average inbound 
ACW time.

AVG_INB_ACD_TIME_SUM

(sum(TOTAL_ACDTIME - 
O_ACDTIME)) / 
INBOUND_ACDCALLS

Average inbound 
ACD time.

 AVG_INB_ACW_TIME_SUM

(sum(TOTAL_ACWTIME- 
O_ACWTIME))/ 
INBOUND_ACDCALLS

Average inbound 
ACW time.

AVG_OUTB_ACD_SUM

sum(O_ACDTIME) / 
sum(O_ACDCALLS)

Total outbound 
average ACD talk 
time.

AVG_OUTB_ACD_TIME

O_ACDTIME / O_ACDCALLS

Outbound average 
ACD talk time.

AVG_OUTB_ACW_SUM

sum(O_ACWTIME) / 
sum(O_ACDCALLS)

Total outbound 
average ACW talk 
time.

AVG_OUTB_ACW_TIME

O_ACWTIME / O_ACDCALLS

Outbound average 
ACW talk time.

AVG_POS_STAFF

I_STAFFTIME / (INTRVL * 60)

Average positions 
staffed.

 AVG_POS_STAFF_SUM

sum(I_STAFFTIME) / sum(INTRVL * 
60)

Total average 
positions staffed.

AVG_TALK_TIME_IN

(ACWINTIME + AUXINTIME) / 
(ACWINCALLS + AUXINCALLS)

Extension in calls 
average talk time.

AVG_TALK_TIME_IN_SUM

sum(ACWINTIME + AUXINTIME) / 
sum(ACWINCALLS + AUXINCALLS)

Extension in calls 
total average talk 
time.

AVG_TALK_TIME_OUT

(ACWOUTTIME + AUXOUTTIME) / 
(ACWOUTCALLS + AUXOUTCALLS)

Extension out calls 
average talk time.