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CentreVu® CMS R3V8 Database Items and Calculations

% Busy

100 * BUSYCALLS / INCALLS

The number of the total 
calls to a VDN that were 
busy, expressed as a 
percentage. Used in 
interval, weekly, and 
monthly reports.

hvdn, mvdn, 
wvdn

% Flow Out

100 * OUTFLOWCALLS) / INCALLS

The number of the total 
calls to a VDN that were 
redirected to another 
VDN, expressed as a 
percentage. Used in 
interval, weekly, and 
monthly reports.

hvdn, wvdn, 
mvdn

% Agent Occup 
(Group) w/ACW

100 * (sum(I_RINGTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME + I_ACWTIME) / 
(sum(TI_STAFFTIME – TI_AUXTIME 
+ I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME))

The percentage of an 
agent or agent group's 
occupancy, including 
after call work time. This 
calculation is used in 
interval, daily, weekly, 
and monthly Historical 
Agent Summary and 
Agent Group Summary 
reports. When it is used 
in an Agent Summary 
report, the field is % 
Agent Occup.

hagent

% Agent Occup 
(Group) w/o 
ACW

100 * (sum(I_RINGTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME) / 
(sum(TI_STAFFTIME – TI_AUXTIME 
+ I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME))

The percentage of an 
agent or agent group's 
occupancy, excluding 
after call work time. This 
calculation is used in 
interval, daily, weekly, 
and monthly Historical 
Agent Summary and 
Agent Group Summary 
reports. When it is used 
in an Agent Summary 
report, the field is % 
Agent Occup. 

hagent