Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

 AVG_TALK_TIM_OUT_SUM

sum(ACWOUTTIME + 
AUXOUTTIME) / 
sum(ACWOUTCALLS + 
AUXOUTCALLS)

Extension out calls 
total average talk 
time

AVG_TOP_STAFF_SUM

sum(TOT_I_ACDACW_SUM + 
TOT_I_ACDHOLD_SUM + 
TOP_AVAUXTIME_SUM)/sum(INTR
VL*60)

Average positions 
staffed for EAS, 
summed over all 
records found in the 
search, making use 
of the top agent 
concept to avoid 
double- counting 
agents’ time when 
they are staffed in 
multiple skills.

AVG_TRK_HOLD_IN_SUM

sum(INTIME)  /  sum(INCALLS)

Inbound total average 
trunk holding time.

AVG_TRK_HOLD_OUT_SUM

sum(OUTTIME) / sum(OUTCALLS)

Outbound total 
average trunk holding 
time.

AVG_TRK_HOLD_TIME

(INTIME + OUTTIME) / (INCALLS + 
OUTCALLS)

Average trunk 
holding time.

 AVG_TRK_HOLD_TIME_IN

INTIME / INCALLS

Inbound average 
trunk holding time.

AVG_TRK_HOLD_TIM_OUT

OUTTIME / OUTCALLS

Outbound average 
trunk holding time.

 AVG_VDN_ACD_SK1_TIME

SKILLTIME1/SKILLCALLS1

Average time spent 
on calls for VDN skill 
preference 1.

AVG_VDN_ACD_SK2_TIME

SKILLTIME2/SKILLCALLS2

Average time spent 
on calls for VDN skill 
preference 2.

AVG_VDN_ACD_SK3_TIME

SKILLTIME3/SKILCALLS3

Average time spent 
on calls for VDN skill 
preference 3.

AVG_VDN_ACW_SK1_TIME

SKILLACWTIME1/SKILLCALLS1

Average time spent in 
ACW for VDN skill 
preference 1.