Lucent Technologies Caller ID Box 585-210-939 Manual De Usuario
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-17
VDN tables
The number of split/skill and direct agent ACD calls that were answered
by an agent from "queue to main," "check backup," "messaging
split/skill," "route to" split/skill or direct agent, and "adjunct routing" to a
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10,
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and
TRANSFERRED.
by an agent from "queue to main," "check backup," "messaging
split/skill," "route to" split/skill or direct agent, and "adjunct routing" to a
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10,
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and
TRANSFERRED.
This is a cumulative item.
Call work codes tables
Number of times this call work code was entered while an agent was on a
split/skill or direct agent ACD call or in call-related ACW.
split/skill or direct agent ACD call or in call-related ACW.
This is a cumulative item.
ACDCALLS1-10
2
Database tables
2
The ACDCALLS1-10 item appears in the following database tables:
Split/skill tables
Number of ACDCALLS during the collection interval that were answered
in each of the service level increments PERIOD1 through PERIOD9 (as
defined on the Call Center Administration: Call Profile window).
ACDCALLS10 is the number of calls answered after the last increment
PERIOD9. Note: If call profiles are not set, then the data gets stored into
the first interval (ACDCALLS1).
in each of the service level increments PERIOD1 through PERIOD9 (as
defined on the Call Center Administration: Call Profile window).
ACDCALLS10 is the number of calls answered after the last increment
PERIOD9. Note: If call profiles are not set, then the data gets stored into
the first interval (ACDCALLS1).
This is a cumulative item.
ACDONHOLD
(real-time)
(real-time)
2
Database tables
2
The ACDONHOLD (real-time) item appears in the following database
tables:
tables:
Agent tables
The number of direct agent and split/skill ACD calls on hold for the agent.
Available on Generic 3 switches.
Available on Generic 3 switches.
This is a status item.