Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

2

2

The AVGSPEEDANS item appears in the following database tables:

Objective average speed of answer in seconds for this type of call.

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2

The AWORKMODE item appears in the following database tables:

The current work mode for the agent. This item is identical to 
WORKMODE, except when the agent is available in some, but not all, 
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent 
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.

This is a status item.

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2

The BACKUPCALLS item appears in the following database tables:

The number of ACDCALLS that were delivered to and answered by this 
split/skill by a vector command other than "queue to main" and the 
number of ACDCALLS that were delivered to a split/skill by a “queue to” 
vector command answered by an agent that has neither reserve1 or 
reserve2 skill levels assigned for that skill. This allows tracking of calls 
answered by agents with a reserve1 or reserve2 skill level assigned for a 
particular skill. This includes calls delivered by messaging split/skill, 
check backup, route to split/skill, and redirect on no answer vector 
routing. Calls that are redirected back to the split/skill from ringing by the 
redirect on no answer feature that are subsequently answered by an 
agent in the split/skill are also counted as backup calls. Available on 
Generic 3 switches with the Vectoring feature. Note: The Redirect on No 
Answer VDN routing feature is also available on the 

DEFINITY ECS.

This is a cumulative item.