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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Calculations
2-229
AVG_ACW_TIME_SUM
sum(ACWTIME) / sum(ACDCALLS)
Total average ACW
time.
time.
AVG_ACWAUX_OUT_CALLS
sum(ACWOUTOFFTIME +
AUXOUTOFFTIME) /
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
AUXOUTOFFTIME) /
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
Average time for off-
switch calls while in
ACW or AUX.
switch calls while in
ACW or AUX.
AVG_AGENT_ACW_SUM
sum(TOTAL_ACWTIME) /
sum(TOTAL_ACDCALLS)
sum(TOTAL_ACDCALLS)
Total average agent
ACW time.
ACW time.
AVG_AGENT_ACW_TIME
TOTAL_ACWTIME /
TOTAL_ACDCALLS
TOTAL_ACDCALLS
Average ACW time.
AVG_AGENT_TALK_SUM
sum(TOTAL_ACDTIME) /
sum(TOTAL_ACDCALLS)
sum(TOTAL_ACDCALLS)
Total average agent
ACD talk time.
ACD talk time.
AVG_AGENT_TALK_TIME
TOTAL_ACDTIME /
TOTAL_ACDCALLS
TOTAL_ACDCALLS
Average agent ACD
talk time.
talk time.
AVG_ANSWER_SPEED
ANSTIME / ACDCALLS
Average speed of
answer.
answer.
AVG_ANSWER_SPEED_SU M
sum(ANSTIME) / sum(ACDCALLS)
Total average answer
speed.
speed.
AVG_CONNECT_TIME
CONNECTTIME / CONNECTCALLS
Average amount of
time for a non-ACD
call to connect to
agent.
time for a non-ACD
call to connect to
agent.
AVG_CONNECT_TIME_SUM
sum(CONNECTTIME) /
sum(CONNECTCALLS)
sum(CONNECTCALLS)
Total average amount
of time for a non-ACD
call to connect to
agent.
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.
calls queued to a split
and elsewhere.
AVG_EQV_AGENTS_STFD
(TOTAL_I_ACDACW +
TOTAL_I_ACDHOLD +
TOP_AVAUXTIME + FTEA_AVAUX) /
(INTRVL * 60)
TOTAL_I_ACDHOLD +
TOP_AVAUXTIME + FTEA_AVAUX) /
(INTRVL * 60)
The average
positions staffed for
this skill across all
call handling
preferences.
positions staffed for
this skill across all
call handling
preferences.
AVG_HOLD_TIME
HOLDTIME / HOLDCALLS
Average hold time.
Calculation Name
Calculation
Description