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CentreVu® CMS R3V8 Database Items and Calculations

AVG_ACW_TIME_SUM

sum(ACWTIME) / sum(ACDCALLS)

Total average ACW 
time.

AVG_ACWAUX_OUT_CALLS

sum(ACWOUTOFFTIME + 
AUXOUTOFFTIME) / 
sum(ACWOUTOFFCALLS + 
AUXOUTOFFCALLS)

Average time for off-
switch calls while in 
ACW or AUX.

AVG_AGENT_ACW_SUM

sum(TOTAL_ACWTIME) / 
sum(TOTAL_ACDCALLS)

Total average agent 
ACW time.

AVG_AGENT_ACW_TIME

TOTAL_ACWTIME / 
TOTAL_ACDCALLS

Average ACW time.

 AVG_AGENT_TALK_SUM

sum(TOTAL_ACDTIME) / 
sum(TOTAL_ACDCALLS)

Total average agent 
ACD talk time.

AVG_AGENT_TALK_TIME

TOTAL_ACDTIME / 
TOTAL_ACDCALLS

Average agent ACD 
talk time.

AVG_ANSWER_SPEED

ANSTIME / ACDCALLS

Average speed of 
answer.

AVG_ANSWER_SPEED_SU M

sum(ANSTIME) / sum(ACDCALLS)

Total average answer 
speed.

AVG_CONNECT_TIME

CONNECTTIME / CONNECTCALLS

Average amount of 
time for a non-ACD 
call to connect to 
agent.

 AVG_CONNECT_TIME_SUM

sum(CONNECTTIME) / 
sum(CONNECTCALLS)

Total average amount 
of time for a non-ACD 
call to connect to 
agent.

AVG_DEQUE_ACD_TIME

DEQUETIME / DEQUECALLS

Average talk time for 
calls queued to a split 
and elsewhere.

 AVG_EQV_AGENTS_STFD

(TOTAL_I_ACDACW + 
TOTAL_I_ACDHOLD + 
TOP_AVAUXTIME + FTEA_AVAUX) / 
(INTRVL * 60)

The average 
positions staffed for 
this skill across all 
call handling 
preferences.

AVG_HOLD_TIME

HOLDTIME / HOLDCALLS

Average hold time.