Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-15
ACD_RELEASE
2
Database tables
2
The ACD_RELEASE item appears in the following database tables:
Agent tables
The number of split/skill ACD calls that the agent released or dropped
before the far end released. Note: The transfers and conferences are
always recorded as agent-released calls. Available for Generic 3
switches.
before the far end released. Note: The transfers and conferences are
always recorded as agent-released calls. Available for Generic 3
switches.
This is a cumulative item.
ACDAUXOUT-
CALLS
CALLS
2
Database tables
2
The ACDAUXOUTCALLS item appears in the following database tables:
Split/skill tables
Number of AUXOUTCALLS agents in the split/skill made with at least
one split/skill ACD call for this split/skill on hold. For agents in multiple
skills with multiple call handling (Generic 3 Version 3 switch and later),
the call is recorded for the skill of the last ACD call the agent put on hold.
ACDAUXOUTCALLS includes calls made to transfer or conference the
ACD call. Available with Generic 3 switches.
one split/skill ACD call for this split/skill on hold. For agents in multiple
skills with multiple call handling (Generic 3 Version 3 switch and later),
the call is recorded for the skill of the last ACD call the agent put on hold.
ACDAUXOUTCALLS includes calls made to transfer or conference the
ACD call. Available with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS the agent made with at least one
split/skill or direct agent ACD call on hold. This includes calls made to
transfer or conference the ACD call. Available on Generic 3 switches.
split/skill or direct agent ACD call on hold. This includes calls made to
transfer or conference the ACD call. Available on Generic 3 switches.
This is a cumulative item.