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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-37
AVGSPEEDANS
2
Database tables
2
The AVGSPEEDANS item appears in the following database tables:
Current day report tables
Objective average speed of answer in seconds for this type of call.
AWORKMODE
(real-time)
(real-time)
2
Database tables
2
The AWORKMODE item appears in the following database tables:
Agent tables
The current work mode for the agent. This item is identical to
WORKMODE, except when the agent is available in some, but not all,
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.
WORKMODE, except when the agent is available in some, but not all,
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.
This is a status item.
BACKUPCALLS
2
Database tables
2
The BACKUPCALLS item appears in the following database tables:
Split/skill tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by messaging split/skill,
check backup, route to split/skill, and redirect on no answer vector
routing. Calls that are redirected back to the split/skill from ringing by the
redirect on no answer feature that are subsequently answered by an
agent in the split/skill are also counted as backup calls. Available on
Generic 3 switches with the Vectoring feature. Note: The Redirect on No
Answer VDN routing feature is also available on the
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by messaging split/skill,
check backup, route to split/skill, and redirect on no answer vector
routing. Calls that are redirected back to the split/skill from ringing by the
redirect on no answer feature that are subsequently answered by an
agent in the split/skill are also counted as backup calls. Available on
Generic 3 switches with the Vectoring feature. Note: The Redirect on No
Answer VDN routing feature is also available on the
DEFINITY ECS.
This is a cumulative item.