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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-10
ABNCALLS1-10
2
Database tables
2
The ABNCALLS1-10 appears in the following database tables:
Split/skill tables
Number of ABNCALLS that were abandoned during the collection
interval in each of the service level increments PERIOD1 through
PERIOD9 (as defined on the Call Center Administration: Call Profile
window). ABNCALLS10 counts calls that abandoned after PERIOD9.
Note: If call profiles are not set, then the data gets stored into the first
interval (ABNCALLS1).
interval in each of the service level increments PERIOD1 through
PERIOD9 (as defined on the Call Center Administration: Call Profile
window). ABNCALLS10 counts calls that abandoned after PERIOD9.
Note: If call profiles are not set, then the data gets stored into the first
interval (ABNCALLS1).
This is a cumulative item.
VDN tables
The number of INCALLS that abandoned in each of the service level
increments PERIOD1 through PERIOD9 (as defined IN the Call Center
Administration: VDN Call Profile Setup window). ABNCALLS10 counts
calls that abandoned after PERIOD9.
increments PERIOD1 through PERIOD9 (as defined IN the Call Center
Administration: VDN Call Profile Setup window). ABNCALLS10 counts
calls that abandoned after PERIOD9.
This is a cumulative item.
ABNQUECALLS
2
Database tables
2
The ABNQUECALLS item appears in the following database tables:
Trunk group tables
The number of ABNCALLS that abandoned while in a split/skill or direct
agent ACD queue. Available on Generic 3 switches.
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The number of ABNCALLS that hung up while in a split/skill or direct
agent ACD queue. Available on Generic 3 switches.
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
VDN tables
The number of ABNCALLS that were abandoned while in a split/skill or
direct agent ACD queue. Available on Generic 3 switches and the ECS.
direct agent ACD queue. Available on Generic 3 switches and the ECS.
This is a cumulative item.