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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-178
TI_STAFFTIME
2
Database tables
2
The TI_STAFFTIME item appears in the following database tables:
Agent tables
The time during the collection interval that the agent was staffed in any
split/skill. "TI_" time is only stored for the split/skill logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the login order changes during the collection interval.
sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME +
I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME +
TI_AVAILTIME + TI_OTHERTIME), over all splits/skills the agent was
logged into.
split/skill. "TI_" time is only stored for the split/skill logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the login order changes during the collection interval.
sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME +
I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME +
TI_AVAILTIME + TI_OTHERTIME), over all splits/skills the agent was
logged into.
This is a cumulative item.
TIME
2
Database tables
2
The TIME item appears in the following database tables:
Agent exception table
Limit, as a number of seconds, administered for timed exceptions types.
An occurrence is logged against the threshold when the agent’s activity
falls outside of that limit.
An occurrence is logged against the threshold when the agent’s activity
falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the split’s/skill’s
activity falls outside of that limit.
An occurrence is logged against the threshold when the split’s/skill’s
activity falls outside of that limit.
This is a cumulative item.
Trunk group exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the trunk group’s
activity falls outside of that limit.
An occurrence is logged against the threshold when the trunk group’s
activity falls outside of that limit.
This is a cumulative item.