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Lucent Technologies 585-210-939 Caller ID Box User Manual

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1. Database Item GIVA G3V4 ECSR5 ECSR6 ECSR7 ECS R8 ACD X EXTN X INFLAG x LOC ID X LOGID X x X X X X Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 218 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 LOGIN X X X X LOGONSKILL2 4 X EAS X EAS X EAS X EAS EAS X EAS LOGONSKILL5 X EAS X EAS X EAS X EAS LOGONSKILL6 20 X EAS X EAS X EAS X EAS LOGOUT X X X X X X LOGOUT DATE X X X X X X LOGOUTREASON X EAS X EAS X EAS X EAS OUTFLAG X X X X X X PREFERENCE X X X X ROW DATE X X X X X X SKILLTYPE X EAS X EAS 5 X EAS X EAS X EAS SKILLTYPE2 4 X EAS X EAS 5 X EAS X EAS X EAS SKLEVEL X EAS X EAS 5 X EAS X EAS X EAS SKLEVEL2 4 X EAS X EAS 5 X EAS X EAS X EAS SKLEVEL5 20 X EAS X EAS X EAS X EAS SKPERCENT X X X SKPERCENT2 20 X X X SPLIT X X X X X X Agent trace database items The following table lists which Agent Trace database items are supported by each of the switch releases Database Item peii G3V4 5 ECSR6 ECSR7 ECS R8 ACD X X X X X X AGT RELEASED X X X X X X ASSIST ACTV x X X X X X AUXREASON x X X X X X
2. 2 184 TOPCALLS 2 184 TOPSKILL real time oe de d GE WEE Sie ee e Tes d oe ES RO TOT _ PERCENTS real time 2 185 TOTHER real time 2 185 TRANSFERRED s s s s moa s s gt s 2886 TRENDBASE 2187 TRUNKS gt s so amp x x9 x ox a 2 OE TSTAFFED real time Se i s a ee TYPE real time 54 d o xw d d deo wow X x BETS UCID P 8 5 O cee 8 4 5 USE_SVC_ OBJ real time omm Dem es dee ee eee SS VDISCCALLS 2 189 VEN ue Ne 4 4 5 ou RE VECTOR a s s amp a 55 x WMODE SEQ a 6 6 2 2 0c x x c 2410 WORKCODE 2 191 WORKMODE real time 2 192 WORKSKILL real time 4 de de e ee ee RE WORKSKLEVEL real time ic Ee E OE RS ov PADO WORKSPLIT real time B ae es dp dp n CAR ce oec EORR WORKSPLIT2 3 real time o d xw 0 oa A194 4 be de HE GEL BO uh MES es Switch cross reference
3. 2 195 Overview RO ue 4 8 we x x c ALBO Switch cross reference information oU x 2199 Centre Vu CMS R3V8 Database Items and Calculations Search values and calculations Overview 4 ww UP DER OG Agent state and row search values cross reference Call disposition and row search values cross reference Calculations Overview oe ee Standard Dictionary Calculations Reports specific Calculations Index 2 224 2 224 2 224 2 227 2 228 2 228 2 228 2 239 IN 1 xvii Preface Preface Purpose Audience How to use this document Conventions used Centre Vu CMS R3V8 Database Items and Calculations P 1 This book describes the Centre Vu Call Management System CMS database items and calculations used for standard and custom reports It also includes descriptions of switch feature interactions and reports specific calculations The book includes Terminology Database table names Interactions with switch features and tracking of switch capabilities Database table descriptions Database item descriptions Calculations Reports specific calculations Row search values This document is written for Centre Vu Call Management System CMS users who need to understand the use of database items and how CentreVu CMS calculates amounts for reports It is also written to help users decide which database items and
4. Introduction Terminology Terminology Database Terminology Centre Vu CMS R3V8 Database Items and Calculations 1 6 The following terms are often used in the database item descriptions Abandoned Call ACD Call A call in which the caller hung up before the call was answered or connected Calls also can be considered abandoned if certain timers in the switch time out See the explanations of the Wait Answer Supervision Timer WAST the Phantom Abandon Calls and the Trunk No Answer Timeout G3V2 and later NATO later in this document These timers are used primarily in locations where the central office trunks lack disconnect supervision Calls may abandon during many phases of processing including during vector processing after being queued to a split skill and while ringing at an agent or station The calls that are counted as abandons differ depending on the table The agent table counts as abandons those split skill ACD calls that abandoned while ringing at the agent The split skill table counts as abandons those calls that abandoned while queued to the split skill or while ringing at an agent in the split skill The VDN table counts as abandons those ACD calls that abandoned while in the VDN including calls in vector processing not yet queued to a split skill for example calls that abandoned while listening to an announcement calls queued to one or more splits skills and calls ringing at agents A
5. 1 28 Switch Average Speed of Answer r G3V4a and later se 1 29 Timed ACW 12 02 0 1 29 Tracking of Times Duration E h ow od 71909 Trunk No Answer Timeout G3V2 and later ec c9 ee o x 1 29 Vector Disconnect Timer G3V2 and later 1 30 VDN Active Calls Rode Ee xv 6 Wait Answer Supervision Timer WAST Eo Ue ee a de o0 Universal Call ID DEFINITY ECS RO 1 31 CentreVu Advocate ECS R6 later 1 31 Location ECS R8 and later 1 3 2 Database Items and Calculations 2 1 Overview 2 1 General information 2 2 Overview 2 2 Database item types 2 2 Split skill database items 2 3 Agent database items 2 3 Trunk group database items 2 4 Trunk database items 2 4 Vector database items 2 4 VDN database items 2 5 Call work codes database items 2 5 Agent login logout database items 2 6 Agent trace database items 2 6 Current day configuration database items 2 6 Current day report database items 2 7 Call record database items 2 7 Exception historical database items 2 7 Databaseltems 2 5 Overview s 34 5 5 0 x ox os 2 8 ABNCALLS 2 5 51 10 x cox wo 210 ABNQUECALLS 2 10 ABNRINGCALLS
6. 2 157 PROBES ete es 2 158 Row Identifier data 1 3 ROW_DATE index 2 158 ROW 2 160 RSERVLEVELP 2 160 5 SECS PER 44949 RR e 2 237 SEGMENT 20 eb e Baw 2 161 SEGSTART Roh 2 161 SEGSTOP 5 den cu 2 161 SERVICELEVEL 2 162 SERVLEVELP S zu ce doo lode ee 2 162 SERVLEVELT 2 162 SETUPTIME Ri e 2 163 SHORTCALLS 2 163 Skill Group G2 2 5 1 11 Skill 1 11 Skill Stale 224 EE 1 11 1 31 SKILE 3 ace arcu Gk a OEE 34 2 164 SKILLACWTIME1 3 2 164 SKILLCALLS1 3 2 164 SKILLTIME1 3 2 164 SKILEIYPE zo eee eS Ge ee ee ch 2 165 2 4 2 165 2 166 2 20 2 166 SKPERGENL imi etd wed e hw 2 167 2 20 2 167 2 167 SLVL CHG pe pae oa new 2 225 SLVLABNS 2 168 SLVLOUTFLOWS 2 168 Special Tabledata 1 3 ML dr eg hy te 1 15 SPLIT 28 Go be 2 168 Split
7. 2 90 HOLDAGDGALLS ea 6 Sak 93 2 90 HOLDACDTIME 2 91 HOLDCALLS 04 2 91 ee ee REC a 2 92 How Database Items and Calculations Are Presented 1 2 ge esd die deed 1 14 MKO ss e 9 m E Rx 1 14 ee 4 Go 1 14 DO Be de RE eR Robo 1 14 hWectot 64 eh aR RR 1 14 ACDAUX_OUTTIME 2 93 ACDAUXINTIME 2 92 ACDOTHERTIME 2 93 2 94 ACWINTIME 2 94 ACWOUTTIME 2 95 ACW TIME 4 ES 2 95 I 2 96 2 96 AUXOUTTIME 2 97 AUXTIME OS A Ove AUR SE 2 97 2 98 9 2 98 I AVAILETIME 2 98 I DA ACDTIME 2 99 I 2 99 2 100 2 100 2 100 2 2 101 2 101 l OBTOGGO gw 2 102 RINGTIME 2 103 STAFFTIME 2 103 SUM 2
8. 2 240 Agent Occup Group ACW 2 240 We BUSY 2 239 2 240 2 239 Flow 2 240 A Abandoned 1 6 Abandoned 1 20 6 2 8 161 10 2 10 ABNQUECALLS 2 10 ABNRINGCALLS 2 11 ABNTIME s dp ae SE 2 11 ABNVECCALLS 2 12 ACCEPTABLE 2 13 ACD Gale ee 2 13 ewe a 1 6 ACD_RELEASE 2 15 ACDAUXOUTCALLS 2 15 5 2 16 AGDGALLS 1 108 4 39 3 43x Bess 2 17 ACDONHOLD real time 2 17 2 18 ACTIVECALLS real time 2 18 orth cee 4 4 1 7 ACW AUX OUT 2 228 ACW_AUX_OUT_CALLS 2 228 ACWINCALLS 2 19 ACWINTIME 2 19 ACWOUTADJCALLS 2 20 ACWOUTCALLS 2 20 ACWOUTOFFCALLS 2 21 ACWOUTOFFTIME 2 21 2 22 2 22 5 2 23 2 24 ADJ
9. ACW TIME ACWTIME ACDCALLS Outbound average ACW talk time AVG_POS_STAFF STAFFTIME INTRVL 60 Average positions staffed AVG POS STAFF SUM sum l STAFFTIME sum INTRVL 60 Total average positions staffed TALK TIME IN ACWINTIME AUXINTIME ACWINCALLS AUXINCALLS Extension in calls average talk time AVG TALK TIME IN SUM sum ACWINTIME AUXINTIME sum ACWINCALLS AUXINCALLS Extension in calls total average talk time AVG TALK TIME OUT ACWOUTTIME AUXOUTTIME ACWOUTCALLS AUXOUTCALLS Extension out calls average talk time Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 231 Calculation Name Calculation Description AVG_TALK_TIM_OUT_SUM sum ACWOUTTIME AUXOUTTIME sum ACWOUTCALLS AUXOUTCALLS Extension out calls total average talk time AVG_TOP_STAFF_SUM sum TOT ACDACW SUM TOT ACDHOLD SUM TOP AVAUXTIME SUM sum INTR VL 60 Average positions staffed for EAS summed over all records found in the search making use of the top agent concept to avoid double counting agents time when they are staffed in multiple skills AVG HOLD SUM sum INTIME sum INCALLS Inbound total average trunk holding time AVG TRK HOLD OUT SUM sum OUTTIME sum OUTCALLS Outbound t
10. 4 4 Has Be amp BES 2 68 DISPTIME 2 69 DISPXDN 25 55 4 2 69 4109239 05 1 14 GROD uuu a Dawe Rom Roo 1 14 Sende role Be Meo Ede i des d 1 14 DURATION sss 2 69 AVAN pa Bh ded GO iod ds dicio d 1 14 VECITO oe beo 5 ak oem 1 14 Centre Vu CMS R3V8 Database Items and Calculations IN 3 E EOEOG cde acide a dedica vr ob do die di ena 2 70 EVENT TIME Oe beget 624 2 71 a ie hs coh Se hts Ge he oh gee 2 71 EWTHIGH real time 2 72 EWTLOW real time 2 72 EWTMEDIUM real time 2 73 EWTTOP real time 2 73 Expert Agent Selection EAS 1 9 EXT GALL IN uo RR OR RR x 2 232 EXT GALL ORIQ 4 u x x eG see s 2 74 EXT_CALL_OUT 2 232 EXT 2 233 EXT OUT TIME 2 233 EXTENSION 2 pud RR 2 74 Extension Call 1 9 External Call 1 9 EXTN ue feb eee 64 2 74 EXIYDEs BS Ae cee 2 75 F TCO oka qucd peck qaod deci qud dr d donde a 1 15 I Cdayrep da tq 409 SEO 1 15 AQ 2 233 AGINRBIING iusta ais dida eo o aede 2 78 FAILURES care Bae 2 79 FAVAIL
11. 1 14 M RK BR ee n meo 1 14 Multibyte Character Set 1 10 Multiple Call Handling G2 System 85 4 1 22 1 23 Multiple Split Skill Queuing 63 1 25 eo KE GRE Oa Rex 1 14 4 1 14 NETDISCCALLS 2 127 NETINCALLS 2 127 2 127 NETPOLES 454 2 128 2 128 2 129 NUMINUSE 2 129 NUMIGSis 4 4 882 ox RAO oS 2 130 NUMVDNS 2 2 130 O 6 2 130 AGDCALLS amp uh ewe 2 131 O_ACDTIME 2 131 2 132 O_OTHERCALLS 2 132 OBSERVINGCALL 2 133 OBSLOCID 2 133 OLDEST LOGON real time 2 134 OLDESTCALL real time 2 133 ONACD real time 2 134 ONACDAUXOUT real time 2 134 ONACDOUT real time 2 135 ONACWIN real time 2 135 ONACWOUT real time 2 135 ONAUXIN 2 136 ONAUXOUT real time 2 136 ONHOLD real time 2 136 ORIGHOLDTIME 2 137 ORIGIN 2 137 O
12. INVECTOR LOOKATTEMPTS LOOKFLOWCALLS 0X 0X X X X X X X XxX 0X 0X X X X X X X X X XxX 0X 0X X X X X XxX X X X XI X X X X X X X X X X X X X 2X 1 0X 0X XI X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 216 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 MAXOCWTIME MAXWAITING NETDISCCALLS NETINCALLS NETINTIME NETPOLLS NOANSREDIR NUMTGS OLDESTCALL OTHERCALLS OTHERTIME OUTFLOWCALLS OUTFLOWTIME PERIOD1 9 PERIODCHG PHANTOMABNS RETURNCALLS V3 RINGCALLS RINGTIME ROW_DATE SERVICELEVEL SKILL1 3 SKILLACWTIME1 3 SKILLCALLS1 3 SKILLTIME1 3 SLVLABNS SLVLOUTFLOWS STARTTIME 2X 0X 0X 0X X X X X X X X X Xx X X 0X 0X X X 0X X
13. OBSERVINGCALL 0X X X X X X X X X X X X OBSLOCID ORIGHOLDTIME ORIGLOCID ORIGLOGIN ORIGREASON ROW_DATE X X X X X X X X X X X X X X X X X X X X X X X 0X 0X XI X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 223 Database Item G3V2 G3V3 G3V4 ECS 5 ECS R6 ECS R7 ECS R8 ROW_TIME SEGMENT SEGSTART SEGSTOP SEQNUM SPLIT1 SPLIT2 SPLIT3 TALKTIME TKGRP TRANSFERRED X X X X X X X X X X X X X X X X X X X X X X X X X X X UCID X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Search values and calculations Search values and calculations Overview Purpose Organization Agent state and row search values cross reference Agent state and row search table of values Centre Vu CMS R3V8 Database Items and Calculations 2 224 This section presents database search values and calculations Agent State and Row Search Values Cross Reference Call Disposition and Row Se
14. 2 11 ABHTIME 4 et amp o9 X 9 o x x x 2 11 ABNVECCALLS 2 12 ACCEPTABLE 4 4 d r do ae X X Oo O eee we gt ow o 9 ACD index 2 13 ACD RELEASE s oo 2 15 ACDAUXOUT CALLS 2 15 MCDCALLS 4 o ec od HM Me 0 amp ww o B ACDCALLS1 10 2 17 ACDONHOLD real time 2 7 Centre Vu CMS R3V8 Database Items and Calculations ACDTIME ACTIVECALLS real time ACWINCALLS ACWINTIME ACWOUTADJ CALLS ACWOUTCALLS ACWOUTOFF CALLS ACWOUTOFF TIME ACWOUTTIME ACWTIME ADJATTEMPTS ADJROUTED ADJUNCTOUT real time AGINRING real time AGOCC AGSTATE real time AGT RELEASED AGDURATION real time AGTIME real time ALLINUSE real time ALLINUSETIME ANI SID ANSCONN CALLS1 40 ANSHOLDTIME ANSLOCID ANSLOGIN ANSREASON ANSRINGTIME ANSTIME ASA real time ASSIST real time ASSIST_ACTV ASSISTS ATAGENT real time AUDIO AUXINCALLS AUXINTIME AUXOUTADJ CALLS AUXOUTCALLS AUXOUTOFF CALLS AUXOUTOFF TIME AUXOUTTIME AUXREASON real time AVAILABLE real time I I 1 1 amp NON ND NNNNNNNNN MN N oo V
15. X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X TAGINRING TAVAILABLE Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 202 Database Item 4 2 G3V4 ECSR5 ECS R6 ECS R7 ECS R8 TDA_INACW t t t t t t TDA_ONACD t t t t t t TINACW t t t t t t TINAUX t t t t t t TINAUXO t t t t t t TINAUX1 9 EAS X X X TONACD t t t t t t TONACDAUXOUT t t t t t t TONACDOUT t t t t t t TONACWIN t t t t t t TONACWOUT t t t t t t TONAUXIN t t t t t t TONAUXOUT t t t t t t TOPCALLS X X X t t t TOTHER t t t t t t TOT PERCENTS X X X TRANSFERRED X X X X X X TSTAFFED t t t t t t Agent database items following table lists which Agent database items are supported by each of the switch releases The following is a key to the table tems marked X indicate that the database item is supported by a switch tems marked EAS require that the Expert Agent Selection feature be active on the switch for the items to be populated tems marked e are populated for the releases shown but the values are only meaningful for EAS releases items marked are populate
16. AUXTIME1 9 AUXINTIME AUXOUTTIME and TAUXTIME This is a cumulative item Agent tables The time the agent spent in AUX work in SPLIT When an agent is in AUX work in multiple splits skills this time is recorded in each split or skill in which the agent is in AUX AUXTIME includes AUXINTIME and AUXOUTTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXTIMEO Database tables AUXTIME1 9 Database tables AVAILTIME Database tables 2 98 The _AUXTIMEO item appears in the following database tables Split skill tables The time during the collection interval that POSITIONS were in AUX for reason code 0 in this split skill This includes time on extension calls from this AUX state For switches with AUX reason codes active this represents time agents spent in system AUX For switches without AUX reason codes active AUXTIMEO is the same as AUXTIME This is a cumulative item The _AUXTIME1 9 item appears in the following database tables Split skill tables Time during the collection interval that POSITIONS were in AUX for each reason code 1 9 in this skill This includes time on extension calls from each AUX state Available for Generic 3 Version 5 and later Generic 3 switches with EAS This is a cumulative item The AVAILTIME item appears in the following database tables Split skill tables
17. Database tables ANSHOLDTIME Database tables ANSLOCID Database tables 2 28 The ANSCONNCALLS1 10 item appears in the following database tables VDN tables The number of times that callers were answered ACDCALLS and connected CONNECTCALLS during each of the service level increments PERIOD1 through PERIODO as defined in the Call Center Administration VDN Call Profile Setup window ANSCONNCALLS10 counts calls answered or connected after PERIODO Answered connected calls include split skill and direct agent ACD calls and extension calls by a route to or adjunct routing vector command This is a cumulative item The ANSHOLDTIME item appears in the following database tables Call record tables The total time in seconds the call was put on hold by the answering agent in this call segment In agent to agent calls ANSHOLDTIME is accrued for the answering agent if the agent puts the call on hold but not for the other agent who continues to accrue talk time For Generic 3 switches and DEFINITY ECS Release 5 hold time is accrued for any type of call The ANSLOCID item appears in the following database tables Call record tables The location ID associated with the EXTENSION at which the answering agent logged in Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ANSLOGIN Database tables ANSREASON Database tables ANSRINGTIME Database tables 2
18. This is an administrative item Agent tables The ACD number for which data was collected This is a row identifier item Trunk group tables ACD number for which data was collected This is a row identifier item Trunk tables The ACD number for which data was collected This is a row identifier item Vector tables The ACD number for which data was collected This is a row identifier item VDN tables The ACD number for which data was collected This is a row identifier item Database Items and Calculations Database Items Call work codes tables The ACD number for which data was collected This is a row identifier item Agent login logout tables The ACD number for which data was collected Agent trace tables The ACD number for which data was collected Current day configuration tables ACD number for which data was collected Current day report tables ACD number for which data was collected Call record tables The ACD number for which data was collected Agent exception table The ACD number for which data was collected This is a cumulative item Split skill exception table The ACD number for which data was collected This is a cumulative item Trunk group exception table The ACD number for which data was collected This is a cumulative item VDN exception table The ACD number for which data was collected This is a cumulative item Vector exception table The ACD number for which
19. VDN tables The time caller waited while vector steps were executed the call was queued and ringing before abandoning For phantom abandon calls ABNTIME is the total time from entering the VDN until the agent released the call This is a cumulative item The ABNVECCALLS item appears in the following database tables Trunk group tables The number of ABNCALLS that abandoned while in vector processing This includes vector calls that abandoned while in queue or while ringing at an agent position Available on Generic 3 switches with vectoring ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACCEPTABLE Database tables ACD index Database tables 2 13 The ACCEPTABLE appears in the following database tables Split skill tables Number of ACDCALLS answered by an agent within the predefined acceptable service level SERVICELEVEL as defined on the Call Center Administration Split Skill Call Profile window This is a cumulative item VDN tables The number of ACDCALLS and CONNECTCALLS that were answered within the acceptable service level SERVICELEVEL as defined on the Call Center Administration VDN Call Profile Setup window This is a cumulative item The ACD index item appears in the following database tables Split skill tables The ACD number for which data was collected
20. AGTIME real time Database tables The AGTIME real time item appears in the following database tables Agent tables The elapsed time since the last agent WORKMODE change for any split skill This item is not reset if the DIRECTION changes but WORKMODE remains the same For example if the agent goes from AUX to AUXOUT to AUX AGTIME continues without resetting This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ALLINUSE real time Database tables ALLINUSETIME Database tables ANI SID Database tables 2 27 The ALLINUSE real time item appears in the following database tables Trunk group tables Current use status of all trunks in the trunk group on calls or maintenance busy Values for ALLINUSE are YES and NO This is a status item The ALLINUSETIME item appears in the following database tables Trunk group tables The length of time during the interval that all trunks in the trunk group are in use on calls or maintenance busy This is a cumulative item The ANI_SID item appears in the following database tables Malicious call trace exception table Billing number or phone number from which the malicious call originated available only if the switch has ANI SID service This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ANSCONN CALLS1 10
21. BH_OOTHERCALLS BH_OTHERCALLS BH_OUTCALLS BH_OUTTIME BH_STARTTIME X XJ X X X X X X X X X X X X X XJ X X X X X X X BACKUPCALLS BLOCKAGE BUSYCALLS COMPLETED X X X X X X X X X X X X CONNECTCALLS DISCCALLS X X X X X X X X X X X X X X X X X X X X X X XxX XxX XxX X XxX XxX XxX X XxX XxX XxX EQLOC X 8 FAILURES INOCC OUTOCC INBOUND INCALLS INCOMPLETE INTIME INTRVL MBUSY MBUSYTIME X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X NUMINUSE Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 210 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 O_ABNCALLS X X X X X X O_ACDCALLS X X X X X X O_OTHERCALLS X X X X X X OTHERCALLS X X X X X X OUTBOUND X X X X X X OUTCALLS X X X X X X OUTTIME X X X X X X ROW_DATE X X X X X X SETUPTIME X X X X X X SHORTCALLS X X X X X X SPLIT X X X X X X STARTTIME X X X X X X TKGRP X X X X X X TRANSFERRED X X X X X X TRUNKS X X X X X X VDN X X X X X X VEC
22. Database Items EXTYPE Database tables 2 75 The EXTYPE item appears in the following database tables Agent exception table The type of exception that occurred Value Type 1 Time Available 2 Time on inbound ACD call min 3 Time on inbound ACD call max 4 Time in after call work 5 Time on outbound ACW call 6 Time on inbound ACW call 7 Time in AUX work 8 Time on outbound AUX call 9 Time on inbound AUX call 10 Number of outbound ACW calls agent 11 Number of inbound ACW calls agent 12 Number of outbound AUX calls agent 13 Number of inbound AUX calls agent 14 Login identification 15 Time ACD call spent on hold 16 Number ACD calls placed on hold 17 Number ACD calls abandoned while on hold 18 Time on outbound ACD call min 19 Time on outbound ACD call max 20 Number calls transferred 21 Time on external outbound ACW call 22 Time on external outbound AUX call 23 Time on direct agent call 24 Number external outbound ACW calls agent 25 Number external outbound AUX calls agent Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 76 26 Time ACD call spends ringing 27 Multiple logins on same extension 28 Ringing call automatically redirected from agent 29 Agent logged out with active held calls 30 Number of calls in direct agent queue 31 Time call waited in direct agent queue
23. ONACDOUT ONACWIN ONACWOUT ONAUXIN ONAUXOUT ONHOLD OTHER OTHERCALLS OTHERTIME OUTFLOWCALLS OUTFLOWTIME PERIOD 1 9 PERIODCHG PHANTOMABNS X XJ X XI X X X X X X X X X X XxX 2X 0X X 0X X X X X X X X X X X X X X XxX 2X 1 0X X XI X X X X X X X X X X X X X XxX XJ 0X XI X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 201 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 POSITIONS R1AGINRING R1AVAILABLE R1INACW R1INAUX R1ONACD R1OTHER R1STAFFED R2AGINRING R2AVAILABLE R2INACW R2INAUX R2ONACD R2OTHER R2STAFFED RINGCALLS RINGTIME ROW_DATE SERVICELEVEL Xx Xx SKSTATE SLVLABNS SLVLOUTFLOWS SPLIT STAFFED STARTTIME SVCLEVELCHG X KY X KY X X X XI X
24. The current work mode of the agent Agent work modes include AVAIL ACD ACW AUX DACD DACW RING UNKNOWN OTHER and UNSTAFF If the agent has not been logged in during the collection interval the value is blank This is a status item Agent trace tables Work mode in which the agent was working during the trace Agent work modes include AVAIL ACD ACW AUX DACD DACW RING UNKNOWN OTHER and UNSTAFF If the agent has not been logged in during the collection interval the value is blank The WORKSKILL real time item appears in the following database tables Agent tables Use WORKSKILL for the following call conditions When an agent is on split skill or direct agent ACD call or in ACW this is the split skill associated with the call or ACW When an agent is available in AUX or in OTHER this is null blank When an agent is on AUXIN AUXOUT call this is OLDEST LOGON split skill When an agent is on an AUXIN AUXOUT call from the available state while in AUX or with an AUXIN AUXOUT call on hold this is OLDEST LOGON split skill When an agent is on an AUXOUT call with an ACD call on hold this is the split skill associated with the ACD call Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items WORKSKLEVEL real time Database tables WORKSPLIT real time Database tables 2 193 Note WORKSKILL differs from WORKSPLIT only in
25. 2 144 2 144 2 145 2 145 2 145 2 146 2 147 2 147 xiii PREFERENCE PRIORITY real time PRIORITY2 3 real time QUECOUNT real time QUETYPE real time QUETYPE2 3 real time R1AGINRING real time R1AVAILABLE real time R1INACW real time R1INAUX real time R1ONACD real time R1OTHER real time RiSTAFFED real time R2AGINRING real time R2AVAILABLE real time R2INACW real time R2INAUX real time R20NACD real time R2OTHER real time R2STAFFED real time RAGOCC RAVGSPEED ANS REASON REASON CODE RECONNECT RETURNCALLS RINGCALLS RINGTIME ROLE real time ROW DATE index ROW TIME RSERVLEVELP SEGMENT Centre Vu CMS R3V8 Database Items and Calculations 2 147 2 148 2 148 2 149 2 149 2 149 2 150 2 150 2 150 2 151 2 151 2 151 2 152 2 152 2 152 2 153 2 153 2 153 2 154 2 154 2 154 2 154 2 155 2 155 2 155 2 156 2 156 2 157 2 158 2 158 2 160 2 160 2 161 xiv SEGSTART SEGSTOP SERVICELEVEL SERVLEVELP SERVLEVELT SETUPTIME SHORTCALLS SKILL1 3 SKILLACWTIME 1 3 SKILLCALLS1 3 SKILLTIME1 3 SKILLTYPE SKILLTYPE2 4 SKLEVEL SKLEVEL2 20 SKPERCENT SKPERCENT2 20 SKSTATE real time SLVLABNS SLVLOUT FLOWS SPLIT i SPLIT1 SPLIT2 3 STAFFED real time STARTED real time STARTTIME SVCLEV
26. 2 92 The HOLDTIME item appears in the following database tables Split skill tables Time spent by split skill ACD callers on hold Available on Generic 3 switches This is a cumulative item Agent tables The time spent by callers on hold For Generic 3 switches HOLDTIME is the time spent by split skill ACD callers on hold HOLDTIME includes HOLDACDTIME This is a cumulative item VDN tables Time spent by callers on hold HOLDTIME includes HOLDACDTIME For Generic 3 switches and for the ECS HOLDTIME applies to all calls the agent put on hold This is a cumulative item The _ACDAUXINTIME item appears in the following database tables Split skill tables Time during the collection interval that POSITIONS were talking on AUXIN calls with a split skill ACD call on hold where SPLIT is OLDEST LOGON Available on Generic 3 switches This is a cumulative item Agent tables The time during the collection interval that the agent spent talking on AUXIN calls with at least one split skill or direct agent ACD call on hold For agents in multiple splits skills this time is recorded in the record in which SPLIT is OLDEST LOGON Available on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACDAUX_ OUTTIME Database tables ACDOTHER TIME Database tables 2 93 The ACDAUX_OUTTIME item appears in the following
27. ABNCALLS Database tables The ABNCALLS appears in the following database tables Split skill tables Number of CALLSOFFERED that were abandoned while in queue or ringing at an agent position Note When a call abandons while queued to multiple splits skills and abandons from queue only the primary split skill increments ABNCALLS calls that are ringing an agent and then abandon peg as abandons for the split skill they were ringing This also includes calls with talk times less than the phantom abandoned call timer value if it is set ABNCALLS ABNCALLS1 ABNCALLS2 ABNCALLS3 ABNCALLS4 ABNCALLS5 ABNCALLS6 ABNCALLS7 ABNCALLS8 ABNCALLS9 ABNCALLS10 ABNCALLS includes 51 10 ABNRINGCALLS O_ABNCALLS PHANTOMABNS SLVLABNS This is a cumulative item Agent tables The number of split skill ACD calls that were abandoned while ringing the agent s voice terminal after being directed to the agent voice terminal but before being answered This includes calls considered abandoned because their talk time was less than the phantom abandoned call timer For Generic 3 switches ABNCALLS includes PHANTOMABNS Available on Generic 3 switches This is a cumulative item Trunk group tables The number of calls carried by this trunk that were abandoned by the caller before being answered by an agent Calls directly to unmeasured stations that did not go through a measured VDN or split skill are not recorded Database
28. ABNCALLS includes ABNQUECALLS ABNRINGCALLS and PHANTOMABNS This is a cumulative item VDN tables The number of INCALLS that were abandoned while INPROGRESS for this VDN This includes split skill and direct agent ACD calls that abandon from queue or from ringing calls that abandon from vector processing calls that abandon after being routed to an extension via the route to vector command and for Generic 3 prior to Generic 3 Version 2 load 100 switches calls that abandoned while listening to a forced disconnect announcement ABNCALLS includes ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom abandoned call timer ABNCALLS includes ABNCALLS1 through ABNCALLS10 ABNQUECALLS ABNRINGCALLS PHANTOMABNS and SLVLABNS are pegged as ABNCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ABNCALLS1 10 Database tables ABNQUECALLS Database tables 2 10 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 PERIODO Note If call profiles are not set then the data gets stored into the first interval ABNCALLS1 This is
29. Call disposition and Use the following table to identify how CentreVu CMS stores Call row search table of Disposition and the applicable row search values values Status Database Items State Names Values for Row Search DISPOSITION CONN ANS ABAN IFLOW FBUSY FDISC OTHER PD Centre Vu CMS R3V8 Database Items and Calculations 2 227 Database Items and Calculations Calculations Calculations Overview Purpose Centre Vu CMS R3V8 Database Items and Calculations 2 228 These are the calculations used in real time and historical reports You can also use them in custom reports Do not modify any of the standard Centre Vu CMS Dictionary calculations If you modify the standard calculations the meaning of the data will be changed Standard Dictionary Calculations Standard Dictionary Calculations Table The following table lists all of the standard CentreVu CMS Dictionary calculations Calculation Name Calculation Description ACW AUX OUT ADJ ACWAUXOUTADJCALLS AUXOUTADJCALLS Off switch calls by adjunct while in ACW or AUX ACW AUX OUT CALLS sum ACWOUTOFFCALLS AUXOUTOFFCALLS All off switch calls placed while in ACW or AUX AGENTS ON EXT CALLS ONACWIN ONAUXIN ONACWOUT ONAUXOUT Agents on extension calls AVG_ABANDON_TIME ABNTIME ABNCALLS Average time to abandon AVG_ABANDON_TIME_SUM
30. Database tables DA_ACDCALLS Database tables 2 53 The DA_ABNCALLS item appears in the following database tables Agent tables The number of direct agent ACD calls that were abandoned by callers while in queue or ringing the agent s voice terminal Includes calls considered abandoned because their talk time was less than the phantom abandon call timer Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA ABNTIME item appears in the following database tables Agent tables The time DA ABNCALLS were waiting in queue or ringing before being abandoned Includes the time until the agent releases the call for phantom abandoned calls Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA ACDCALLS item appears in the following database tables Agent tables The number of direct agent ACD calls that the agent answered Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling DA ACDCALLS includes DA RELEASE This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_ACDTIME Database tables DA_ACWIN CALLS Database tables DA_ACWINTIME Database tables 2 54 The DA_ACDTIME item appears in the following database tables Agent tables The talk time of all DA ACDCALLS does not include HOLD
31. G3V2 G3V3 G3V4 ECS 5 ECS R6 ECS R7 ECS R8 AUXOUTOFFTIME AUXOUTTIME AUXREASON gt gt gt s 22 AWORKMODE CHANGED CONFERENCE DA_ABNCALLS DA_ABNTIME DA_ACDCALLS DA_ACDTIME DA_ACWINCALLS DA_ACWINTIME DA_ACWOADJCALLS DA_ACWOCALLS DA_ACWOOFFCALLS DA_ACWOOFFTIME DA_ACWOTIME DA_ACWTIME DA_ANSTIME DA_INQUEUE DA_OLDESTCALL DA_OTHERCALLS DA_OTHERTIME 0X 0X X X X X X X X X X X XxX 0X 0X X X X X XxX 0X 0X X 0X X X X X X X X X X DA_RELEASE DA_SKILL DACALLS FIRST DESTINATION X X X DIRECTION X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 205 Database Item ce G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DURATION X X X EVENT1 9 X X X EXTENSION X X X GNSKILL X X X HOLDABNCALLS X
32. Route to VDN OUTFLOWCALLS DEQUEUECALLS DEQUEUECALLS OUTFLOWTIME 30 DEQUETIME 15 DEQUETIME 5 Abandoned from OUTFLOWCALLS ABNCALLS DEQUEUECALLS Ringing Split Skill 2 OUTFLOWTIME 30 ABNTIME 15 DEQUETIME 5 Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 26 Best Service Routing DEFINITY ECS R6 Agent State Tracking at Login Generic 3 Switch Functionality Best Service Routing BSR allows calls to be balanced at a single site or between multiple sites BSR is enhanced multi site routing that provides new call vectoring functions that build upon the Look Ahead Interflow feature to route a call to the best split skill on a single Enterprise Communications Server ECS or to the best split skill in a network of DEFINITY ECSs The best split skill is defined as the local split skill or remote ECS that offers the shortest waiting time for the call in a call surplus calls queued situation for the application The waiting time is calculated using the DEFINITY ECS s Expected Wait Time EWT predictor and can be adjusted by the user In an agents available situation the best split skill is determined based on the assigned available agent strategy BSR data is tracked in the vector VDN and call history tables Centre Vu CMS does not know what state agents are in immediately after they have logged in or
33. This is a real time item The start time of the interval for which data was collected STARTTIME applies only to the interval table This is a row identifier item Trunk tables This is a real time item The start time of the interval for which data was collected STARTTIME applies only to the interval table This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SVCLEVELCHG Database tables 2 172 Vector tables This is a real time item Start time of the interval for which data was collected STARTTIME applies only to the interval table This is a row identifier item VDN tables Start time of the interval for which data was collected STARTTIME applies only to the interval table STARTTIME is a table index for the VDN table This is a row identifier item Call work codes tables Start time of the interval for which data was collected STARTTIME applies to the only interval table This is a row identifier item Agent trace tables The time of day hour and minute for which the agent trace is being ordered This is the time of day you enter to request the report Current day report tables Start time of the intrahour interval for which data was collected STARTTIME applies only to the interval table The SVCLEVELCHG item appears in the following database tables Split skill tables Indicates whether or not the service level was
34. X X X XxX X X X 0X X X X X XxX 0X 0X X X X X X X X X X X X X X 0X 0X X X X X X X X X X X X X X 2X XJ 0X 0X X X X X X X X X Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 217 G3V2 Database Item G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SVCLEVELCHG X X X X X X TRANSFERRED X X X X X X VDISCCALLS X X X X X X VDN X X X X X X VECTOR X X X X X X Call work codes database items The following table lists the Call Work Codes database items and the switches each item applies to Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD ACDCALLS ACDTIME ACWTIME CWC INCOMPLETE INTRVL ROW_DATE STARTTIME X X X X X X X X X X 2X X X X X X X X X X XJ X X X X X X X X X X X X X X X X X X X X X X X X X Agent login logout database items The following table lists which Agent Login Logout database items are supported by each of the switch releases
35. X X X X X X X X X SPLIT Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 212 Database ltem G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SPLIT2 3 STARTED STARTTIME TKGRP TKSTATE VDN VECTOR XX X X X X x X X X X X X X X X X X X X X X X X X X X X X X X X X X Vector Database items The following table lists which Vector database items are supported by each of the switch releases Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS ABNQUECALLS ABNRINGCALLS ABNTIME ACD ACDCALLS ADJATTEMPTS ADJROUTED ANSTIME BACKUPCALLS BUSYCALLS BUSYTIME X X X XI X X X X X X X X X X X X X X X X X X X DEFLECTCALLS DISCCALLS DISCTIME GOTOCALLS GOTOTIME XxX Xx XxX Xx X XxX 2X X X X X X X X X X X X X X X X XxX 0X X X X X X X X X X X X X X 2 X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculat
36. logged into This is a cumulative item 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 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 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 This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TINACW real time Database tables TINAUX real time Database tables 2 179 VDN exception table Limit as a number of seconds administered for timed exceptions types An occurrence is logged against the threshold when the VDN activity falls outside of that limit This is a cumulative item Vector exception table Limit as a number of seconds administered for timed exceptions types An occurrence is logged against the threshold when the vector activity falls outside of that limit This is a cumulative item The TINACW item a
37. sum ABNTIME sum ABNCALLS Total average abandon time AVG ACD TALK TIME ACDTIME ACDCALLS Average ACD talk time AVG ACD TALK TIM SUM sum ACDTIME sum ACDCALLS Total average ACD talk time AVG ACW TIME ACWTIME ACDCALLS Average ACW time Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 229 Calculation Name Calculation Description AVG_ACW_TIME_SUM sum ACWTIME sum ACDCALLS Total average ACW time AVG_ACWAUX_OUT_CALLS sum ACWOUTOFFTIME AUXOUTOFFTIME sum ACWOUTOFFCALLS AUXOUTOFFCALLS Average time for off switch calls while in ACW or AUX AVG_AGENT_ACW_SUM sum TOTAL_ACWTIME sum TOTAL_ACDCALLS Total average agent ACW time AVG_AGENT_ACW_TIME TOTAL_ACWTIME TOTAL_ACDCALLS Average ACW time AVG_AGENT_TALK_SUM sum TOTAL_ACDTIME sum TOTAL_ACDCALLS Total average agent ACD talk time AVG_AGENT_TALK_TIME TOTAL_ACDTIME TOTAL_ACDCALLS Average agent ACD talk time AVG_ANSWER_SPEED ANSTIME ACDCALLS Average speed of answer ANSWER SPEED SUM sum ANSTIME sum ACDCALLS Total average answer speed AVG CONNECT TIME CONNECTTIME CONNECTCALLS Average amount of time for a non ACD call to connect to agent CONNECT TIME SUM sum CONNECTTIME Total average amount sum CONNE
38. the following database tables Agent tables The number of DA ACWOCALLS that were placed by an ASAI adjunct on behalf of the agent keyboard dialed If these calls were placed to off switch destinations they are also counted as DA ACWOOFFCALLS Available on Generic 3 switches with ASAI This is a cumulative item The DA ACWOCALLS item appears in the following database tables Split skill tables Number of outbound extension calls agents made while in the after call work mode for direct agent call ACD calls queued through this split skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Agent tables The number of outbound extension calls agents made while in ACW for direct agent ACD calls queued through this split skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling DA ACWOCALLS includes DA ACWOADJCALLS and DA ACWOOFFCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_ACWOOFF CALLS Database tables DA_ACWOOFF TIME Database tables DA_ACWOTIME Database tables 2 56 The DA ACWOOFFCALLS item appears in the following database tables Agent tables The number of DA ACWOCALLS that were made to an off switch location If these calls were placed by an adjunct on behalf of the agent keyboard dialed they are also counted a
39. 2 144 The OUTTIME item appears in the following database tables Trunk group tables The trunk holding time for all OUTCALLS carried by trunks in this trunk group that completed during the collection interval Trunk holding time is the time from the initial trunk seizure until the trunk goes idle that is until the far end drops the agent releases the call or the switch disconnects the call OUTTIME includes SETUPTIME This is a cumulative item Trunk tables The trunk holding time for all OUTCALLS carried by this trunk that completed during the collection interval Trunk holding time is the time from the initial trunk seizure until the trunk goes idle that is until the far end drops the agent releases the call or the switch disconnects the call This is a cumulative item The PENDINGSPLIT real time item appears in the following database tables Agent tables The split or skill to which the agent will be moved The move is pending until the agent is idle In the case of a change of multiple skills in one request PENDINGSPLIT is set to the first new skill for the agent It is possible for PENDINGSPLIT to be blank or 0 even when MOVEPENDING is set This can happen when the link to the switch comes up and a move is already pending for an agent Available on Generic 3 Version 4 and newer Generic 3 switches This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Databa
40. 2 229 AVG_HOLD_TIME 2 229 AVG_HOLD_TIME_SUM 2 230 AVG_INB_ACD_TIME 2 230 AVG_INB_ACD_TIME_SUM 2 230 AVG_INB_ACW_TIME 2 230 AVG_INB_ACW_TIME_SUM 2 230 AVG_OUTB_ACD_SUM 2 230 AVG_OUTB_ACD_TIME 2 230 AVG_OUTB_ACW_SUM 2 230 AVG_OUTB_ACW_TIME 2 230 AVG_POS_STAFF 2 230 AVG POS STAFF SUM 2 230 AVG TALK OUT 5 2 231 AVG_TALK_TIME_IN 2 230 AVG TALK TIME IN 50 2 230 AVG_TALK_TIME_OUT 2 230 AVG_TOP_STAFF_SUM 2 231 AVG TRK HOLD IN SUM 2 231 AVG HOLD OUT SUM 2 231 AVG HOLD 2 231 AVG_TRK_HOLD_TIME 2 231 AVG_TRK_HOLD_TIME_IN 2 231 AVG_VDN_ACD_SK1_TIME 2 231 AVG_VDN_ACD_SK2_TIME 2 231 AVG VDN ACD SK3 TIME 2 231 AVG VDN ACW SK1 TIME 2 231 AVG VDN ACW SK2 TIME 2 232 AVG ACW 5 TIME 2 232 AVG_VDN_TIME 2 232 AVG_VDN_TIME_SUM 2 232 AVG_VEC_TIME 2 232 AVG_VEC_TIME_SUM 2 232 AVGAGSERV 2 36 AVGSPEEDANS 2 37 AWORKMODE 2 37 B BACKUPCALLS 2 37 Best Service Routing BSR 1 8 BH ABNCALLS 4 54 29 eas 2 39 BH ACDCALLS 2 40 BH
41. 233 TAUXTIME 2 104 2 104 2 104 IL DIGS e amp Gk eR BR 2 104 WN RR d ak hh hs ee ee 4 2 4 2 105 INACW real time 2 105 Centre Vu CMS R3V8 Database Items and Calculations IN 4 INAUX 2 105 0 2 106 1 9 2 106 INBOUND real time 2 106 INBOUND _ACDCALLS 2 233 5 2 107 INCOMPLETE 2 108 INFLAG 2 110 INFLOWCALLS 0 02 2 110 INPROGRESS real time 2 111 INQUEUE real time 2 112 INRING real time 2 112 INT 2 233 Interactions with Switch Features 1 16 INTERFLOWCALLS 2 113 Interval based data definition 1 4 INTERVL_END_TIME 2 233 INTIME 2 113 Intrahour 1 32 INTRVE 3 432 ne SP oa Ble 2 114 INVECTOR real time 2 115 ITN 2 116 K KEYBD DIALED 2 116 L LASIONG su EEG Seu ee Nds 2 116 LASTBIGITS 642 44 63 69x 2 116 LASTOBSERVER 2 117 LEVEL So scio a ve d nado 2 117 WIM
42. 29 The ANSLOGIN item appears in the following database tables Call record tables Login ID of the agent who answered the call in this segment This field is blank for unmeasured extensions when EAS is not active The ANSREASON item appears in the following database tables Call record tables The reason code 0 through 9 associated with the answering agent s mode if the agent is in the AUX mode For agents in AUX on switches with releases prior to the ECS or switches that do not have EAS and reason codes active ANSREASON is always 0 The ANSRINGTIME item appears in the following database tables Agent tables The time split skill and direct agent ACD calls spent ringing at the agent s voice terminal before being answered Available for ring tracking on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ANSTIME Database tables ASA real time Database tables 2 30 The ANSTIME item appears in the following database tables Split skill tables Time spent by callers in queue or ringing before being answered by an agent This is a cumulative item Vector tables The time that split skill and direct agent ACD calls waited while executing steps in this vector queuing and ringing before being answered by an agent ANSTIME includes RINGTIME This is a cumulative item VDN tables The time split skill and direct a
43. 9 item appears in the following database tables Split skill tables The current number of POSITIONS that are in AUX with the reason codes 1 9 for all splits skills including agents on AUXIN AUXOUT calls Available on the ECS and later This is a status item The INBOUND real time item appears in the following database tables Trunk group tables The current number of trunks in the trunk group that are busy on inbound calls This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INCALLS Database tables 2 107 The INCALLS item appears in the following database tables Trunk group tables The number of inbound calls that were carried by this TKGRP and that completed during the collection interval INCALLS includes ABNCALLS ACDCALLS OTHERCALLS CONNECTCALLS and TRANSFERRED INCALLS ACDCALLS ABNCALLS OTHERCALLS This is a cumulative item Trunk tables The number of inbound calls carried by this trunk that completed during the collection interval This includes calls with short holding times SHORTCALLS but does not include calls that had a trunk failure FAILURES INCALLS ABNCALLS ACDCALLS OTHERCALLS This is a cumulative item Vector tables The number of inbound calls that were processed by this vector INCALLS includes ABNCALLS RINGCALLS INFLOWCALLS and OTHERCALLS INCALLS ACDCALLS ABNCALLS OTHERCALLS This is a cumula
44. ACDTIME 2 40 BH ALLINUSETIME 2 40 BH BUSYCALLS s 2 4 ea Ra 2 41 BH DISCCALLS 2 41 BH_INCALLS 2 41 BH Be a eR Be EU 2 42 BH_OABNCALLS 2 42 BH OACDCALLS 2 42 BH_OOTHERCALLS 2 43 BH_OTHERCALLS 2 43 BH OUTCALLS 2 44 BH OUTTIME Centre Vu amp CMS R3V8 Database Items and Calculations IN 2 BH STARTTIME 2 44 BH_VDNCALLS 2 45 BLOCKAGE s a am ae OS e ode 2 45 BORRLAN ic ae 5 2 45 Busy 1 3 BUSY_DISCONNECT 2 232 BUSYCALLS 2 46 BUSYTIME 22 x we ey BRU 2 47 face Bale pie eae 1 13 Calculations 2 228 Call Disposition and Row Search Values Cross Refer a hae eS 2 227 CalPickup 2 1 23 CallSegment 1 9 Call 66 crepat CREASES EEDA EEA 1 15 Call based data definition 1 4 CALLER_HOLD 2 47 CALLIDA oka eae 2 48 CALLING ith Be bik Be 2 48 CALLING_LOGID 2 48 CALLING PTY 2 49 CALLS PER POS 2 232 CALLS_PER_POS_SUM 2 232 CALLS_WAITING 2 23
45. CALLER HOLD X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 219 Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 CALLING_II CALLING_PTY CONFERENCE DIGITS_DIALED DIRECTION DURATION EVENT_TIME EXT_CALL_ORIG KEYBD_DIALED X X XI X X X X XI X X X X X X X X X X X X X X X X X X X X X X LOC_ID LOGID index LOGOUTREASON MCT RECONNECT ROW_DATE SPLIT STARTTIME TRANSFERRED XX X X X X X XX X X X X X XIX X X X X X XxX UCID WMODE_SEQ WORKCODE WORKMODE X X X X X X X X X X X X X X XI X X X X X X X X X X X X X X X Xx Database Items and Calculations Switch cross reference Current day configuration database items Centre Vu CMS R3V8 Database Items and Calculations 2 220 The following table lists which Current Day Configuration database items are supported by each of the switch releases Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD CHANGE CHPROF FMETHOD HDATE1 HDATE2 HDATES3 HDATE4 RO
46. CMS R3V8 Database Items and Calculations Database Items ACWOUTTIME Database tables ACWTIME Database tables 2 95 The ACWOUTTIME item appears in the following database tables Split skill tables The time during the collection interval that POSITIONS were in ACW for this split skill either associated with this split skill ACD call or not associated with a call and on outbound extension calls This does not include time outbound extension calls spent on hold Available on Generic 3 switches This is a cumulative item Agent tables The time during the collection interval that the agent was in ACW and on outbound extension calls ACWOUTTIME includes ACW for split skill ACD calls and ACW not associated with a call but does not include the time ACWOUT calls spent on hold This is a cumulative item The ACWTIME item appears in the following database tables Agent tables The time during the collection interval that the agent was in ACW This includes ACW for split skill ACD calls and ACW not associated with a call Note ACWINTIME and ACWOUTTIME include time in ACW for direct agent calls but ACWTIME does not include this time Therefore the sum of ACWINTIME and ACWOUTTIME may be greater than ACWTIME ACWTIME includes ACWINTIME and ACWOUTTIME This is a cumulative item Split skill tables The time during the collection interval that POSITIONS were in ACW for this split skill either a
47. Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items PHANTOMABNS Database tables 2 146 VDN tables This indicates whether or not service level increments PERIOD1 through PERIOD9 as defined on the Call Center Administration VDN Call Profile window changed during the data collection interval Valid values for PERIODCHG 1 YES and 0 NO This is an administrative item The PHANTOMABNS item appears in the following database tables Split skill tables The number of split skill ACD calls with talk time less than the value of the phantom abandoned call timer Available on Generic 3 and newer switches This is a cumulative item Agent tables The number of ACD calls with talk time less than the value of the phantom abandoned call timer Available on Generic 3 switches This is a cumulative item Vector tables The number of split skill and direct agent ACD calls and calls that routed to an agent or extension with talk time less than the value of the phantom abandoned call timer Available on Generic 3 and newer switches This is a cumulative item VDN tables Number of split skill and direct agent ACD calls and calls that routed to an agent or extension with talk time of less than the value set for the phantom abandoned call timer Available on Generic 3 and newer switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculat
48. DISPTIME DISPVDN DURATION real time EQLOC EVENT1 9 EVENT TIME EWTHIGH real time EWTLOW real time EWTMEDIUM real time EWTTOP real time EXT CALL ORIG 2 56 2 57 2 57 2 57 2 58 2 58 2 59 2 59 2 60 2 60 2 60 2 61 2 61 2 61 2 62 2 62 2 62 2 63 2 63 2 64 2 64 2 65 2 66 2 66 2 67 2 68 2 68 2 68 2 69 2 69 2 69 2 70 2 71 2 71 2 72 2 72 2 73 2 73 2 74 ix EXTENSION EXTN EXTYPE FAGINRING real time FAVAILABLE real time FAILURES FCALLS FINACW real time FINAUX FIRSTVDN FIRSTVECTOR FMETHOD FONACD real time FOTHER real time FSTAFFED real time GNAGINRING real time GNAVAILABLE real time GNINACW real time GNINAUX real time GNINAUXO real time GNINAUX1 9 real time GNONACD real time GNONACDAUX OUT real time GNONACDOUT real time GNONACWIN real time GNONACWOUT real time GNONAUXIN real time GNONAUXOUT real time GNDA INACW real time GNDA_ONACD real time GNOTHER real time Centre Vu CMS R3V8 Database Items and Calculations 2 74 2 74 2 75 2 78 2 79 2 79 2 79 2 80 2 80 2 80 2 80 2 81 2 81 2 81 2 81 2 82 2 82 2 82 2 83 2 83 2 83 2 84 2 84 2 84 2 85 2 85 2 85 2 86 2 86 2 86 2 87 x GNSKILL real time GNSTAFFED real time GOTOCALLS GOTOTIME HDATE1 4 HELD HIGHCALLS HOLDABN HOLDABN CALLS HOLDACD CALLS H
49. Database tables 2 123 The MALICIOUS item appears in the following database tables Agent tables This is a real time item This indicates whether a malicious call trace is active for the agent for any split skill Values for MALICIOUS are 0 NO 1 YES Available on Generic 3 switches except for Generic 3i Version 1 switches This is a status item Call record tables Indicates whether or not a malicious call trace was activated for this call segment Valid values for MALICIOUS 0 1 YES Applies to the ECS and Generic 3 switches The MAXINQUEUE item appears in the following database tables Split skill tables Maximum number of simultaneous calls in this split s skill s queue during the collection interval This is a maximum value item The MAXOCWTIME item appears in the following database tables Split skill tables Maximum amount of time that a call recorded during the collection interval waited in queue and ringing before an agent answered in this split skill the caller abandoned or the call was redirected received a busy signal or was disconnected This is a maximum value item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items MAXSTAFFED Database tables MAXTOP Database tables PERCENTS Database tables 2 124 VDN tables The maximum time that a call recorded during the collection interval waited in the VDN
50. LASTCWC item appears in the following database tables Call record tables The last call work code up to 16 digits entered by the answering agent in this segment Applies to Generic 3 switches and the ECS only The LASTDIGITS item appears in the following database tables Call record tables Last set of collected digits sent to the CMS by the switch for this call These are digits the switch sends to CMS when it executes a collect vector command The digits may be digits the caller was prompted to enter either through the prompting feature on the switch or through network prompted digits caller entered digits CED customer database provided digits CDPD from the network or digits collected through a converse vector command Available on ECS switches Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 117 LASTOBSERVER Database tables The LASTOBSERVER item appears in the following database tables Call record tables Login ID of the last agent who service observed or bridged on to this call LEVEL real time Database tables The LEVEL item appears in the following database tables Agent tables The skill level 1 16 or reserve level 1 or 2 for a reserve skill associated with SPLIT Requires an R5 or R6 or later ECS with EAS This is a status item LOC_ID Database tables The LOC_ID item appears in the following database tables Agent tables The equipment location
51. OX gs a ya 1 15 LOC D a cce sk dk a 2 117 BBs Ge So 2 118 2 119 LOGONSKILL real time 2 119 LOGONSKILL2 20 2 120 LOGONSTART real time 2 120 LOGOUT 2 120 LOGOUT 42 ede 45 ee A 2 121 LOGOUTREASON 2 121 Look Ahead Interflow Calls 1 17 LOOKATTEMPTS 2 121 LOOKFLOWCALLS s 2 122 LOWGALLS oko 2 122 MAGENL 3 4 ey UR RUE AI GH 1 14 MAIN_ACD_CALLS 2 233 5 2 123 MAX_DEDICATED_AGT 2 233 MAX AGENTS 2 234 MAX_TOT_PERCENTS 2 124 Maximum Interval Value data 1 3 Index MAXINQUEUE 2 123 MAXOCWTIME 2 123 2 124 MAXTOP EUR x RR 2 124 MAXWAITING 2 125 MBUSY real time 2 125 MBUSYTIME 2 125 spe 842 016 2 126 IncteX usu mudo sum Ge eee oe 1 15 InOWC P BUR Y RUE 4 1 15 MEDCALC Sku dt diu 2 126 MOVEPENDING real time 2 126 msplit ee km omm omm mo m m m OH 1 14 TUK ONO e icto Cedo
52. When an agent is on an AUXIN call with an ACD call on hold this is OLDEST LOGON split skill When an agent is on an AUXOUT call with an ACD call on hold this is the split skill associated with the ACD call Note WORKSKILL differs from WORKSPLIT only in the case that the agent is available In this case WORKSKILL is blank and WORKSPLIT will contain one of the split skills in which the agent was available For releases with the EAS feature active it is recommended to use WORKSKILL instead of WORKSPLIT in reports Requires a Generic 3 switch with the EAS feature This is a status item The WORKSPLIT2 3 real time item appears in the following database tables Agent tables For agents available in multiple splits skills other splits skills in which the agent is available Available on Generic 3 switches The WT1 4 items appear in the following database tables Current day configuration tables Weight given to date 1 WT1 date 2 WT2 date WT3 and date 4 WT4 respectively Database Items and Calculations Switch cross reference Switch cross reference Overview Purpose Switch cross reference information Split Skill database items Centre Vu CMS R3V8 Database Items and Calculations 2 195 The following tables list which database items are supported by each of the switch releases The following table lists which Split Skill database items are supported by each of the switch releases T
53. a cumulative item VDN tables The number of INCALLS that abandoned in each of the service level increments PERIOD1 through PERIODO as defined IN the Call Center Administration VDN Call Profile Setup window ABNCALLS10 counts calls that abandoned after PERIODO This is a cumulative item 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 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 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 This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ABNRINGCALLS Database tables ABNTIME Database tables 2 11 The ABNRINGCALLS item appears in the following database tables Split skill tables Number of split skill or direct agent ABNCALLS that abandoned while ringing at an agent position Available for ring tracking with Generic 3 switches This is a cumulative item Trunk group tables The number of split skill or direct agent ABNCALLS that abandoned by the caller while ringing at an agent position Availabl
54. actv Agent activity trace data Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 16 Interactions with Switch Features and Tracking of Switch Capabilities Introduction Adjunct Placed and Adjunct Routed Calls Call Handling Preference The following features and switch capabilities have an impact on Centre Vu CMS database items For Generic 3 switches with the ASAI feature CentreVu CMS tracks outbound calls placed by an adjunct processor or host computer on behalf of an agent and adjunct routed calls Database items that start with O track outbound split skill calls and database items that contain ADJ track adjunct routed calls Adjunct placed outbound split skill calls are also included as part of ACD database items such as ACDCALLS ACDTIME and ACWTIME Inbound split skill calls can be calculated as ACDCALLS O ACDCALLS The agent s call handling preference determines which call an agent will receive when there are calls waiting for more than one of the agent s skills It is also used to help determine which agent will receive a call in a situation where there are multiple agents available in a given skill The possible call handling preferences are Skill Level Call Handling Preference An agent assigned Skill Level call handling preference will receive calls first based on the level assigned to the skill then based on que
55. and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_OTHER CALLS Database tables DA_OTHERTIME Database tables DA_QUEUED Database tables 2 60 The DA_OTHERCALLS item appears in the following database tables Agent tables The number of direct agent calls that were redirected to another destination before being answered for example by call pickup coverage or Redirection on No Answer Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA_OTHERTIME item appears in the following database tables Agent tables The time spent in queue or ringing by DA OTHERCALLS before being redirected Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA QUEUED item appears in the following database tables Call record tables Whether or not the call was queued as a direct agent call Valid values for DA QUEUED are 0 1 YES Applies to the ECS and Generic 3 switches only Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_RELEASE Database tables DA_SKILL real time Database tables DACALLS FIRST real time Database tables 2 61 The DA_RELEASE item appears in the following database tables Agent tables The number of direct agent ACD calls released or dropped by the agent before the far
56. before being answered ACD calls or connected non ACD calls abandoning being redirected receiving a busy signal or being disconnected This applies only to the first disposition of the call This is a maximum value item The MAXSTAFFED item appears in the following database tables Split skill tables Maximum number of agent POSITIONS that were simultaneously staffed during the collection interval MAXSTAFFED includes MAXTOP This is a maximum value item The MAXTOP item appears in the following database tables Split skill tables Maximum number of top agents that were staffed during the collection interval in this split skill This is a maximum value item The MAX TOT PERCENTS item appears in the following database tables Split skill tables The maximum total staffed agent percentages allocated to a skill Requires a DEFINITY ECS R6 or later with EAS Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items MAXWAITING Database tables MBUSY real time Database tables MBUSYTIME Database tables 2 125 The MAXWAITING item appears in the following database tables VDN tables Maximum number of calls simultaneously in progress in the VDN during the collection interval This is a maximum value item The MBUSY real time item appears in the following database tables Trunk group tables The current number of trunks in the trunk group that are maintenanc
57. blank for calls not associated with a VDN The FIRSTVECTOR item appears in the following database tables Call record tables Number of the first vector associated with the first VDN for the call segment This will be blank if no vector is involved Database Items and Calculations Database Items FMETHOD Database tables FONACD real time Database tables FOTHER real time Database tables FSTAFFED real time Database tables Centre Vu CMS R3V8 Database Items and Calculations 2 81 The FMETHOD item appears in the following database tables Current day configuration tables Type of trending to use for forecast Values are 0 none 1 seasonal 2 Current trending The FONACD item appears in the following database tables Split skill tables The number of flex agents on ACD calls for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The FOTHER item appears in the following database tables Split skill tables The number of flex agents in the OTHER work state 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The FSTAFFED item appears in the following database tables Split skill tables The number of agents staffing this skill as neither top or reserve agents 0 999 Requires DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculation
58. capabilities skills Calls are distributed to skills based on which agents have the capability to best handle them Calls made to off switch destinations This includes calls to other switches in a DCS network Calls originated by agents and non ACD calls received by agents For the Generic 3 switches these include calls an agent makes to set up a conference or a transfer Introduction Terminology Centre Vu CMS R3V8 Database Items and Calculations Hold Manual In Mode MI Multibyte Character Set Nonprimary Split Skill G3 Vectoring Nonzero 0 Skill Generic 2 2 EAS and later Primary Split Skill G3 Vectoring Queued 1 10 A call placed on hold as a result of the agent pressing the HOLD feature button or the hard hold feature access code by using the TRANSFER or CONFERENCE feature button or by flashing the switch hook CentreVu CMS tracks calls on hold only for the switch releases that notify CentreVu CMS when calls are placed on hold Generic 3 switches notify CentreVu CMS for all calls A call answering mode in which an agent who releases an ACD call is put into the after call work ACW mode and must manually request another ACD call by pushing the MI button A mixed width character set in which some characters consist of more than one byte The Japanese kanji character set is an example of such a character set The second and third splits skills to which the call queues in a VDN are c
59. changed during the collection interval Valid values for SVCLEVELCHG are 1 YES and 0 NO This is an administrative item VDN tables Indicates whether the service level was changed during the data collection interval Valid values for SVCLEVELCHG are 1 YES and 0 NO This is an administrative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TAGINRING real time Database tables TALKTIME Database tables TAVAILABLE real time Database tables 2 173 The TAGINRING item appears in the following database tables Split skill tables The number of top agents logged into the skill who have ACD calls ringing and who are not doing anything else Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item The TALKTIME item appears in the following database tables Call record tables Total talk time for the answering agent in this segment The TAVAILABLE item appears in the following database tables Split skill tables The number of top agents logged into the skill who are available in the skill Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item Database Items
60. data was collected This is a cumulative item Malicious call trace exception table The ACD number for which data was collected This is a cumulative item Data collection exception table The ACD number for which data was collected This is a cumulative item Centre Vu CMS R3V8 Database Items and Calculations 2 14 Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACD_RELEASE Database tables ACDAUXOUT CALLS Database tables 2 15 The ACD_RELEASE item appears in the following database tables Agent tables The number of split skill ACD calls that the agent released or dropped before the far end released Note The transfers and conferences are always recorded as agent released calls Available for Generic 3 switches This is a cumulative item The ACDAUXOUTCALLS item appears in the following database tables Split skill tables Number of AUXOUTCALLS agents in the split skill made with at least one split skill ACD call for this split skill on hold For agents in multiple skills with multiple call handling Generic 3 Version 3 switch and later the call is recorded for the skill of the last ACD call the agent put on hold ACDAUXOUTCALLS includes calls made to transfer or conference the ACD call Available with Generic 3 switches This is a cumulative item Agent tables The number of AUXOUTCALLS the agent made with at least one split skill or direct a
61. database tables Agent trace tables Digits the agent dialed to originate a call Trunk access codes feature access codes account and authorization codes are not included Available on Generic 3 switches The DIRECTION item appears in the following database tables Agent tables This is a real time item The direction of the call the agent is currently handling for any split skill Valid values are blank IN OUT or as defined in Dictionary If the agent is not on a call the value is blank This is a status item Trunk tables This is a real time item The current call direction of the trunk IN OUT or as defined in Dictionary The value is blank NULL if the trunk is idle This is a status item Agent trace tables Direction of the call the agent is currently handling for any split skill Valid values are IN OUT or as defined in Dictionary If the agent is not ona call the value is blank NULL Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DISCCALLS Database tables 2 65 The DISCCALLS item appears in the following database tables Split skill tables For the Generic 3 Version 2 and newer switch releases this also includes the number of CALLSOFFERED that were disconnected by the switch when the vector disconnect timer expired This is a cumulative item Trunk group tables With Generic 3 Version 2 prior to load 100 switches DISCCALLS is the
62. direct agent calls are collected but they are subsets of the number of agents in the OTHER agent state that is they are doing work but not for the split skill Only the OTHER value appears on standard real time reports The number of direct agent calls queued and ringing appears on the Queue Agent Summary report For Generic 3 switches a direct agent call can be initiated by an adjunct For Generic 3 Version 2 and later Generic 3 switch releases with the EAS feature a direct agent call can be initiated by dialing the agent s login number or through the route to number vector command The call is treated like an ACD call and is delivered to the agent before any split skill ACD calls queue Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 22 Expanded Agent Capabilities DEFINITY ECS R5 and Later Multiple Call Handling G3V3 The expanded agent capabilities feature allows EAS agents to have up to 20 skills assigned Each skill may be assigned a level from 1 to 16 where is the highest level and 16 is the lowest The numeric level replaces the skill type p or s used in earlier G3 EAS releases Agents may have a call handling preference based either on the skill level meaning that the agent will serve calls waiting for their highest level skill before serving calls waiting for any lower level skills or based on greatest need meaning that
63. for phantom calls is the time For splits from the time the call queued until the agent or answering station hangs up For VDNs from the time the call encountered the VDN until the agent or answering station hangs up For vectors from the time the call entered the vector until the agent or answering station hangs up When call leaves a vector via a route to split command the call is not pegged as an outflow and can be pegged as a phantom abandon call if the call duration is shorter than the administered phantom abandon time The database item PHANTOMABNS records the total number of such calls Also these calls are counted as abandoned calls ABNCALLS rather than answered calls ACDCALLS The abandon time for these calls is equivalent to the time elapsed when the agent released the call When the phantom abandon call timer is not enabled short ACD calls are not counted as phantom abandons and the values of the PHANTOMABNS database items are 0 Any call that has been put on HOLD TRANSFERRED or CONFERENCED is not recorded as a phantom abandon even if its duration is less than the setting of the phantom abandon call timer Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 21 Transferred and Conferenced Calls Audio Difficulty Direct Agent Calling G3 Direct Agent Data in Reports Switch Specific Capab
64. given login ID This field is a standard UNIX time field that is the time is stored as the number of seconds since January 1 1970 The LOGONSKILL real time item appears in the following database tables Agent tables The first split skill the agent logged in with Requires a Generic 3 switch with EAS This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 120 LOGONSKILL2 20 real time Database tables The LOGONSKILL2 20 item appears in the following database tables Agent tables This is a real time item The second through twentieth skills the agent logged in with The number of skills per agent depends on the type of switch Available on the ECS with the EAS feature and Generic 3 switches with the EAS feature This is a status item Agent login logout tables The second through twentieth skills the agent logged in with NOTE The number of skills per agent depends on the type of switch Available on the ECS with the EAS feature and later Generic 3 switches with the EAS feature LOGONSTART real time Database tables The LOGONSTART real time item appears in the following database tables Agent tables The time of day that the agent logged into this SPLIT This field is not set unless the agent is logged in If the agent has not logged in during the collection interval the value will be blank Valid values are null and time of day This
65. hearing a busy tone for all BUSYCALLS This is a cumulative item VDN tables Duration of all BUSYCALLS until the trunk goes idle This is a cumulative item The CALLER_HOLD item appears in the following database tables Agent trace tables Agent put the current call on hold For Generic 3 switches CALLER_HOLD applies to all calls the agent put on hold Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items CALLID Database tables CALLING Il Database tables CALLING LOGID real time Database tables 2 48 The CALLID item appears in the following database tables Call record tables A unique number assigned to this call and all its call segments For conferenced transferred calls two or more calls are tied together When the entire call is recorded one call ID is used to tie together all call segments In meet me conferences this may result in a later segment of the call starting earlier than the first segment Call IDs are not necessarily strictly sequential but will be unique for calls over a day The CALLING l item appears in the following database tables Agent trace tables Information Indicator digits associated with the call These digits supply information about the originator location for example pay phone hospital or prison Available on the ECS and newer switches Call record tables Information Indicator 11 digits associated wi
66. item Agent trace tables The split number to which the EXTENSION is assigned or the skill number the agent logged into Current day report tables This is an index item Split skill number for which data was collected Agent login logout tables This is an index item Split number to which the extension is assigned or skill number the agent logged into Current day configuration tables This is an index item Split skill number for which data was collected Agent exception tables Split skill in which the agent was doing work when the exception occurred This is a cumulative item Split skill exception table Split skill in which the exception occurred This is cumulative item Malicious call trace table Split skill of the agent reporting the malicious call This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SPLIT1 Database tables SPLIT2 3 Database tables STAFFED real time Database tables 2 170 The SPLIT1 item appears in the following database tables Call record tables First split skill the call queued to in the first VDN with which it was associated in the call segment The SPLIT2 3 items appear in the following database tables Trunk tables This is a real time item The split skill numbers of the second and third splits skills to which the call is queued This is blank NULL when the call dequeues is answ
67. number of INCALLS that were given a forced disconnect announcement by the disconnect vector command listened to the entire announcement then were disconnected by the switch With Generic 3 Version 2 and later switches this is the number of INCALLS that were disconnected by the switch by the disconnect vector command DISCCALLS also includes calls that were disconnected by the switch when the vector disconnect timer expired or that reached the end of vector processing without being queued DISCCALLS includes VDISCCALLS This is a cumulative item Vector tables With the Generic 3 Version 2 and later Generic 3 switches and with the ECS the number of INCALLS that executed the disconnect vector command With Generic 3 Version 2 and newer switches and with the ECS DISCCALLS also includes calls disconnected by the switch when the vector disconnect timer expired or that reached the end of vector processing without being queued DISCCALLS includes VDISCCALLS This is a cumulative item VDN tables With Generic 3 Version 2 and newer Generic 3 switches DISCALLS also includes calls disconnected by the switch when the vector disconnect timer expired or that reached the end of vector processing without being queued DISCCALLS includes VDISCCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DISCTIME Database tables DISPIVECTOR Database table
68. right after the link to the switch has come up until notified by the switch The time the agent spent in this state is tracked as OTHERTIME and OTHERTIME and the agent s state is displayed as OTHER For Generic 3 switches the time between logging in and moving to the AUX state depends on the time it takes for the agent logging in to release the call or go on hook or for the switch to time the call out about 5 to 10 seconds Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 27 Move Agent While Staffed G3V4 and later Converse Vector Command G3V2 and later Tracking Go To Vector The G3V4 switch release supports moving a staffed agent between splits or changing the skill assignments for staffed agents If the agent has any call on the voice terminal or is in ACW then the move cannot take place immediately but is pending until the agent voice terminal goes idle all calls have been terminated or the agent changes out of the ACW mode CMS provides two real time database items in the agent data MOVEPENDING and PENDINGSPLIT that can be accessed by using custom reports to provide information about whether agents have moves pending and if so the split or skill to which they are being moved Note that in the case that the agent s skills are being changed and the change adds more than one skill the PENDINGSPLIT item will show the f
69. skill ACD calls and in ACW PERCENT ALL BUSY 100 ALLINUSETIME SECS PER DAY Percentage of time all trunks in use PERCENT ALL BUSY D 100 ALLINUSETIME d secs SECSPERDAY Percentage of time all trunks in use in the day PERCENT ALL BUSY 100 ALLINUSETIME sum INTERVL 60 Percent of time all trunks were busy in interval PERCENT ALL BUSY M 100 ALLINUSETIME m secs SECSPERMN Percentage of time all trunks in use in the month PERCENT ALL BUSY W 100 ALLINUSETIME w_secs SECSPERWk Percentage of time all trunks in use in the week PERCENT ALL BUSY SUM 100 sum ALLINUSETIME sum SECS PER DAY Percentage of time all trunks in use PERCENT AL BSY SUM D 100 sum ALLINUSETIME sum d secs SECSPERDAY Percentage of time all trunks in use during the day PERCENT AL BSY SUM M 100 sum ALLINUSETIME sum m secs SECSPERMN Percentage of time all trunks in use during the month PERCENT AL BSY SUM W 100 sum ALLINUSETIME sum w secs SECSPERWK Percentage of time all trunks in use during the week Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 235 Calculation Name Calculation Description PERCENT ALL MBUSY 100 MBUSYTIME INTERVL 60 su m TRUNKS Percent of time all trunks were maintenance busy PERCEN
70. stroke count feature button 1 to 9 was pressed while the agent was on an ACD call or in call related after call work Available on Generic 3 switches This is a cumulative item Call record tables The number of times each event stroke count button buttons 1 to 9 was entered for this call segment Available with the ECS and Generic 3 switches The EVENT TIME item appears in the following database tables Agent trace tables Time of day hour minute and second the WORKMODE or DIRECTION changed Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items EWTHIGH real time Database tables EWTLOW real time Database tables 2 72 The EWTHIGH real time item appears in the following database tables Split skill tables Switch calculated expected wait time for calls queued at high priority to this split skill The expected wait time EWT is an estimate of how long a caller will wait in queue at HIGH priority until being served Time spent ringing at the agent is not included in this estimate EWT and ASA should not be expected to match ASA gives a historical perspective while EWT changes constantly to match current conditions such as queue length and staffing changes Available with Generic 3 Version 4 switches for Vectoring enhancements This is a status item The EWTLOW real time item appears in the following database tables Split skill tables Switch calcu
71. tables Trunk group tables The current number of TRUNKS that are busy on calls or maintenance busy NUMINUSE INBOUND OUTBOUND MBUSY This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items NUMTGS Database tables NUMVDNS Database tables O_ABNCALLS Database tables 2 130 The NUMTGS item appears in the following database tables VDN tables Number of trunk groups assigned to this VDN This is an administrative item The NUMVDNS item appears in the following database tables Vector tables The current number of VDNs that are assigned to this VECTOR This is an administrative item The O_ABNCALLS item appears in the following database tables Split skill tables The number of ABNCALLS that were placed by an adjunct that is the number of outbound predictive dialing calls that were abandoned by the far end O ABNCALLS is a subset of ABNCALLS Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item Trunk group tables The number of OUTCALLS on this trunk group that were offered by an adjunct as split skill or direct agent ACD calls and were answered then abandoned by the far end Available on Generic 3 switches with the ASAI feature This is a cumulative item Trunk tables The number of OUTCALLS on this trunk that were offered by an adjunct as split skill or direct agent ACD calls and
72. the agent will serve the highest priority oldest call waiting for any of their skills The expanded agent capabilities feature also allows the specification of the skill to be used for the agent s direct calls This also allows specification of the level for the direct agent skill which in conjunction with the agent s call handling preference may affect the order in which a direct agent call is delivered to an agent That is direct agent calls need to be delivered for all skill ACD calls A new concept introduced in R3V5 CMS the top skill can be useful in EAS implementations that use skill level call handling preference for the agents An agent s first administered highest level skill is the agent s top skill since it is for this skill that the agent is most likely to handle calls This is the skill that can count on the agent New database items have been added to track the number of top agents in skills as well as the time top agents spent available and in AUX The expanded agent capabilities on the switch include an increased number of measured splits skills to 600 and an increase in the number of measured agent split or agent skill pairs to 10 000 for the G3r processor as well as new options for Most Idle Agent MIA call distribution The new options allow selection of MIA distribution across skills rather than for each skill and selection of whether agents in ACW are or are not included in the agent free list These options hav
73. time period after the link to the switch comes up or after the agent logs in and before the CentreVu CMS receives notification of the agent s state from the switch For Generic 3 switches other work includes while in AUTO IN or MANUAL IN mode the agent put any call on hold and performed no further action the agent dialed to place a call or to activate a feature or an extension call rang with no other activity Note time is only stored for the split skill the agent has been logged into the longest time needs to be summed across the splits skills the agents may log in to in case the logon order changes during the collection interval TI OTHERTIME includes ACDOTHERTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TI STAFFTIME Database tables TIME Database tables 2 178 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 ACWTIME DA ACDTIME 1 DA ACWTIME _RINGTIME AUXTIME AVAILTIME over all splits skills the agent was
74. to be summed across the skills the agents may log in to in case the login order changes during the collection interval Requires an ECS with the EAS feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AVAILTIME Database tables Database tables 2 177 The TI AVAILTIME item appears in the following database tables Agent tables The time during the collection interval that the agent was in the available state for split skill or direct agent ACD calls in any split skill AVAILTIME is recorded for the split skill that was the OLDEST LOGON For a non EAS operation if an agent logged into multiple splits and is in AUX mode in one split and is available for ACD calls in another split the agent will accrue AVAILTIME for the split in which the agent is available and AVAILTIME in the split logged into the longest Note TI time is only stored for the split skill the agent has been logged into the longest TI time needs to be summed across the splits skills the agents may log in to in case the logon order changes during the collection interval This is a cumulative item The OTHERTIME item appears in the following database tables Agent tables The time during the collection interval that the agent was doing other work in all splits skills For all switches OTHERTIME is collected for the
75. were answered by agents in the split skill This is a cumulative item The MOVEPENDING real time item appears in the following database tables Agent tables This is an administrative item move to a new split or skill or a change of skills is pending for this agent This is only available for G3V4 and newer switches with the Move Agent While Staffed feature Values for MOVEPENDING are 02 NO 1 YES This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 127 NETDISCCALLS Database tables The NETDISCCALLS item appears in the following database tables Vector tables Number of disconnected calls for the reply step in BSR Requires the DEFINITY ECS R6 and later This is a cumulative item VDN tables Number of calls that disconnected from the BSR reply step Requires the R6 and later ECS This is a cumulative item NETINCALLS Database tables The NETINCALLS item appears in the following database tables VDN tables Calls that interflowed in from the network in BSR Requires the R6 and later ECS This is a cumulative item NETINTIME Database tables The NETINTIME item appears in the following database tables VDN tables Time in seconds that the call was in a somewhere else in the network Requires the R6 and later ECS This is a cumulative item Call record tables The time the call spent in a VDN processing at another switch located else
76. were answered then abandoned by the far end before talking to an agent Available on Generic 3 switches with the ASAI feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items O_ACDCALLS Database tables O_ACDTIME Database tables 2 131 The O_ACDCALLS item appears in the following database tables Split skill tables The number of ACDCALLS that were placed by an adjunct outbound predictive dialing ACDCALLS includes DA ACDCALLS Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item Agent tables The number of ACDCALLS and DA_ACDCALLS that were placed by an adjunct predictive dialing Available for outbound calling on a Generic 3 switch with the ASAI feature This is a cumulative item Trunk group tables The number of OUTCALLS from this trunk group that were offered by an adjunct to one or more splits skills and were answered by an agent Available on Generic 3 switches with the ASAI feature This is a cumulative item Trunk tables The number of OUTCALLS from this trunk that were offered by an adjunct as split skill or direct agent ACD calls and were answered by an agent Available on Generic 3 switches with the ASAI feature This is a cumulative item The O_ACDTIME item appears in the following database tables Split skill tables The talk time of all ACDCALLS does not i
77. with Generic 3 switches with vectoring This is a cumulative item TOPSKILL real time Database tables The TOPSKILL item appears in the following database tables Agent tables The agent s first administered highest level measured skill where skill level 1 is the highest skill level 16 is the lowest Available on a Generic 3 switch with EAS The TOPSKILL of an agent will be 0 except when PREFERENCE is skill level LVL This means that an agent will not have a top skill or be counted in any split skill table Top Skill items if their call handling preference is greatest need NEED or percent allocation PCNT In addition agents who have skill level preference but only reserve levels for all their skills will not have a TOPSKILL Requires a DEFINITY ECS R5 or R6 or later with EAS PCNT and reserve levels are only available on the ECS R6 or later This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TOT_PERCENTS real time Database tables TOTHER real time Database tables 2 185 The TOT_PERCENTS item appears in the following database tables Split Skill tables The total staffed agent percentages allocated to the skill Requires a DEFINITY ECS R6 or later with EAS This is a real time item The TOTHER item appears in the following database tables Split skill tables The number of top agents that are doing other work Agents are logg
78. 2 CALLSOFFERED 2 49 CCS_TIME_INBOUND 2 232 CCS_TIME_OUTBOUND 2 232 COWG 3 3 RO blog Bae 1 13 CHANGE sekesi daw Ske a BK a adve d 2 49 CHANGED real time 2 50 CHPROF gea mde bas 6 RES aH 4 2 50 2 50 2 50 Conference Tracking 62 2 3 1 23 5 2 51 Connected Call 1 9 CONNECTTIME 2 51 CONNTALKTIME 2 52 CONSULTTIME 2 52 Converse Vector Command G3V2 and later 1 27 CSDllLa 29 1329 GES ee RUN 1 13 CIKOID Ke se Ru E A CN CA OSS XE SEES 1 13 CHUNK koe edd Re 4 40 ae a 1 13 Cumulative data definition 1 3 CVO ja dou e qoe Sosa eg Gln endo 1 13 CVECIONS 6 coach ee em ee ER 1 13 CWC 2 52 D DA_ABNCALLS 2 53 DA 2 53 QE 844 2 53 DA 433a 2 oo 65 ee aes 2 54 Index DA_ACWINCALLS 2 54 DA_ACWINTIME 2 54 DA_ACWOADJCALLS 2 55 DA ACWOCALLS 2 55 DA_ACWOOFFCALLS 2 56 DA_ACWOOFFTIME 2 56 DA 2 56 DA AGWTIME sssr 4 Boa
79. 2 148 1 13 POD awe eee bee 1 13 PUNE as eo 4 6 weed Sale de a 1 13 E 1 13 DVectOL 4 amp cx gon E CORO ORG RSE RRS 1 13 Q QUECOUNT real time 2 149 QUETYPE real time 2 2 149 QUETYPE2 3 real time 2 149 1 10 R R1IACTIVE_AGT 2 237 R1IAGINRING 2 150 RIAVAILABLE 2 150 RAINACW oie 39 PES 2 150 2 151 1 2 151 23 uude epe d 2 151 RISTAFFED 2 152 R2ACTIVE_AGT 2 237 2 2 152 R2AVAILABLE 2242 2 152 R2INACW 2 153 2 2 153 R2ONACD 2 153 R2OTHER 4 5 amp 4 39e we eerie 2 154 R2STAFFED i 24524225 REESE 2 154 2 154 RAVGSPEEDANS 2 154 5 2 155 REASON 2 155 RECONNECT 2 155 Redirection No Answer G3V2 and later 1 28 Reserve 1 31 RETURNCALLS 2 156 RINGCALLS 2 156 Ringing G3 G2 System 85 1 23 Centre Vu CMS R3V8 Database Items and Calculations IN 6 RINGTIME
80. 2 4 VDN database items on page 2 5 Call work codes database items on page 2 5 Agent login logout database items on page 2 6 Agent trace database items on page 2 6 Current day configuration database items on page 2 6 Current day report database items on page 2 7 Call record database items on page 2 7 Exception historical database items on page 2 7 Database item types Overview Cumulative Administrative Row Identifier Busy Hour and Maximum Value items apply to both the current and previous interval real time tables Status items apply only to the current interval tables Special Table items are historical and apply only to the table in which they are stored Database Items and Calculations General information Split skill database items Overview Real Time Database Items Historical Database Items Customizing Reports Agent database items Overview Real Time Database Items Historical Database Items Centre Vu amp CMS R3V8 Database Items and Calculations 2 3 The Split Skill database item descriptions apply to real time and historical items Real Time split skill database items apply to the Current Interval Split Skill csplit and Previous Interval Split Skill psplit tables The real time indexes are ACD and SPLIT Historical split skill database items apply to the Intrahour Split Skill hsplit Daily Split Skill dsp
81. 316 Adjunct Placed and Adjunct Routed Calls ee 5 5 5 5 1 46 Call Handling Preference VL ae Forced Disconnect kee d BS d e Te Look Ahead Interflow Calls gt 2 Dp ter ie Wu Vae Due vu RE Personal Call Tracking 1 7 Direct Agent Calling G3 1 21 Expanded Agent Capabilities DEFINITY ECS R5 and Later 1 22 Multiple Call Handling G3V3 1 22 Forced Multiple Call Handling 9 x d amp de Hold Tracking G3 gt d dE a amp 4 de he LASER Ringing G3 e eu x s gt gt gt 3 3 a aa AM Transfer Tracking PO de do de dee Se MEME Conference Tracking G3 Qa me dE 848 Call Pickup p Z ub can mp decide DRACO Agents Multiple Splits Skills R de ee eee eee ee Multiple Split Skill Queuing G3 amp de Se Se gt Best Service Routing DEFINITY ECS R6 e 5 5 5 a 1 26 Agent State Tracking at Login 1 26 Centre Vu CMS R3V8 Database Items and Calculations vi Move Agent While Staffed G3V4 and later 1 27 Converse Vector Command G3V2 and later 1 27 Go To Vector ome de mo d oe 2 71 Outbound Call Management OCM eo RD Redirection on No Answer G3V2 later 1 28 SkillState
82. 32 Number calls abandoned from direct agent queue 34 Number calls outflowed from direct agent queue 38 Number of calls transferred 48 Logout attempt without valid reason code 49 Could not be logged in 59 AUX attempt without valid reason code 60 Time in AUX with reason code 0 default 61 Time in AUX with reason code 1 62 Time in AUX with reason code 2 63 Time in AUX with reason code 3 64 Time in AUX with reason code 4 65 Time in AUX with reason code 5 66 Time in AUX with reason code 6 67 Time in AUX with reason code 7 68 Time in AUX with reason code 8 69 Time in AUX with reason code 9 98 Agent denied login to some skills 99 Invalid call work code This is a cumulative item Split skill exception table The type of exception that occurred Value Type 30 Number calls waiting 31 Time call has waited in queue 32 Number calls abandoned 33 Number intraflowed in calls Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 77 34 Number intraflowed out calls 35 Number interflowed out calls 36 Number calls offered while queue full 37 Number calls handled as backup 38 Number calls transferred 39 Average speed of answer seconds 40 Rolling average speed of answer seconds 41 Expected wait time priority top 42 Expected wait time priority high 43 Expected wait time priority medium 44 Expecte
83. 6 Transferred Conferenced Calls 1 21 TRENDBASE 2 187 Trunk No Answer Timeout G3V2 and later 1 29 TRUNKS ea e dno e 2 187 TSTAEFED dem b RE 2 187 TYPE real time 2 188 U UCID a Bae gued SAE See EES RE 2 188 Universal Call Identifier UCID 1 12 USE SVC 2 188 V VDISGGALLES 4 amp 2 189 ORS 2 189 VONCK RU Een 1 15 VOCOX ASG ORY Re RR 1 15 VECTOR oe 2 190 Vector Disconnect Timer G3V2 and later 1 30 W WAGE a amp OE 1 14 Wait Answer Supervision Timer WAST 1 30 4 3 4 che ec RR oA ATA CORE 1 15 WMODE SEQ 4a GGG a ew ee 2 191 WORKCODE 2 191 WORKMODE 2 192 2 226 WORKSKILL real time 2 192 WORKSKLEVEL real time 2 193 WORKSPLIT real time 2 193 WORKSPLIT2 3 real time 2 194 diio eon e A dea 1 14 zm SE 2 194 WIKO D tic ee ee RR 5 Rode d 1 14 WURK 825 2555 Bo a Rok Re RU 1 14 WVONs up axe Gok ee E 1 14 WVOCCIOR oa HR GK OR 1 14 How Are We Doing Document Title CentreVu a
84. ABLE 5 OS dose 2 79 GAELS amp e 2 79 FINA GW desde dei ac Vei C d 2 80 FINAUX s ue qoe dba qw ws 2 80 FRSTVDN 2 80 2 80 52 ets eee ce dbus 2 81 FONACD a 2 81 FOTHER dox ue s 2 81 FS VAI ED qi de i Sede Se 2 81 AGENTS ow bee a S 2 233 2 233 G GNAGINRING 2 82 GNAVAILABLE 4 2 3 262497443 99 2 82 GNINACW 2 82 2 83 GNONACD 2 83 GNOTHER OO oh 2 84 QNSKILL nee 2 87 GONSTAFEED crm 4 de 2 88 1 27 GOTOGCALES 5 556 2 2 88 2 88 Index H hagent 63 da ee 1 14 E de amp 1 15 We eke eae RRR ORG Oe ee BG 1 19 HDATET 4 4 idea bic 2 88 x ea eee oe eG eR xem oe 2 89 HIGHCALLS 2 89 Hold s 1 10 Hold Tracking G3 G2 System 85 1 23 HOLDABN 2 89 HOLDABNCALLS
85. CD calls The definitions in each table state which abandons are counted in that table A call that queued to a split skill and was answered by an agent in that split skill or a call that queued as a direct agent call and was answered by the agent to whom it was queued Introduction Centre Vu CMS R3V8 Database Items and Calculations Terminology 1 7 After Call Work done when the agent is not on a call There are Work ACW two types of after call work ACW call related ACW and ACW not associated with a call An agent enters a Call related ACW state by completing a manual in call or on Generic 3 switches by pressing the ACW feature button during an automatic in call and then completing the call CentreVu CMS tracks call related after call work in the call based ACWTIME item and in the interval based ACWTIME item An agent on a Generic 3 switch can enter the ACW state without having an associated call by pressing the ACW feature button while available or in the auxiliary AUX mode CentreVu CMS will track this ACW time in the I ACWTIME item but not in the ACWTIME item For Generic 3 switches without the EAS feature the ACW time not associated with an ACD call will be tracked for the split whose ACW feature button the agent pressed For Generic 3 with Expert Agent Selection EAS the ACW time not associated with an ACD call will be tracked for the first skill administered for and successfully logged into by the agent I
86. CS R8 and later Location ID for agents Location ID for trunks Agent Role ROLE is a new database item that has been added to the agent tables to describe how an agent participates in a skill The agent s role is based on both the agent s Skill Level and Call Handling Preference Agents with a reserve skill have a role of Reserve Non EAS agents and agents with Greatest need Call Handling Preference have a role of Roving Top agents have a role of Top Skill Level Call Handling Preference agents who are neither top or reserve have a role of Backup Agents who are Percent Allocated have a role of Allocated A location or site refers to a physical location This can be a building a section of a building or it can be what was once a separate ACD before the ATM WAN capability was used to merge separate ACDs with other ACDs into one large call center A location will typically be assigned one or more location IDs A location despite being part of a larger call center may continue to have sole responsibility for handling certain 800 numbers A location may also share responsibility for handling an 800 number by having some of its agents be part of a larger split skill that includes agents from other locations An agent location ID is the ID of the agent terminal the agent is logged into It is associated with the DEFINTY port network ID to which the agent terminal is attached An agent cannot be assigned a location ID for reporting pur
87. CTCALLS 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 AGENTS STFD TOTAL ACDACW TOTAL ACDHOLD TOP AVAUXTIME FTEA AVAUX INTRVL 60 The average positions staffed for this skill across all call handling preferences AVG HOLD TIME HOLDTIME HOLDCALLS Average hold time Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 230 Calculation Name Calculation Description AVG_HOLD_TIME_SUM sum HOLDTIME sum HOLDCALLS Total average hold time AVG_INB_ACD_TIME TOTAL_ACDTIME O ACDTIME TOTAL ACDCALLS O ACDCALLS The average inbound ACD time INB ACW TIME TOTAL ACWTIME O ACWTIME INBOUND ACDCALLS The average inbound ACW time AVG INB ACD TIME SUM sum TOTAL_ACDTIME ACDTIME INBOUND ACDCALLS Average inbound ACD time AVG_INB_ACW_TIME_SUM sum TOTAL_ACWTIME O ACWTIME INBOUND ACDCALLS Average inbound ACW time AVG OUTB ACD SUM sum O ACDTIME sum O ACDCALLS Total outbound average ACD talk time AVG OUTB ACD TIME O ACDTIME O ACDCALLS Outbound average ACD talk time AVG OUTB ACW SUM sum O ACWTIME sum O ACDCALLS Total outbound average ACW talk time AVG
88. CW associated with split skill ACD calls and from ACW not associated with an ACD call This is a real time item The GNONAUXIN item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in AUX work or AVAILABLE or for Generic 3 switches including greatest need agents who have an ACD or AUXIN AUXOUT call on hold and on inbound extension calls where SPLIT is OLDEST LOGON This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items GNONAUXOUT real time Database tables GNDA_INACW real time Database tables GNDA_ONACD real time Database tables 2 86 The GNONAUXOUT item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in AUX work or AVAILABLE or for Generic 3 switches including greatest need agents who have an ACD or AUXIN AUXOUT call attributed to this split skill on hold and on outbound extension calls This is a real time item The GNDA_INACW item appears in the following database tables Split skill tables Current number of greatest need POSITIONS that are in after call work associated with direct agent calls This includes greatest need agents who are on ACWIN ACWOUT calls GNDA_INACW is a subset of GNOTHER Note The total number of agents in after call work GNINACW GNDA_INACW Requires a Gener
89. E or for Generic 3 switches including agents who have an ACD or AUXIN AUXOUT call on hold and on inbound extension calls where SPLIT is OLDEST LOGON This is a status item The ONAUXOUT real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in AUX work or AVAILABLE or for Generic 3 switches including agents who have an ACD or AUXIN AUXOUT call attributed to this split skill on hold and on outbound extension calls This is a status item The ONHOLD real time item appears in the following database tables Split skill tables The current number of split skill ACD calls for this split skill that are on hold at agent positions For Generic 3 switches ONHOLD includes all calls Available on Generic 3 switches This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ORIGHOLDTIME Database tables ORIGIN real time Database tables ORIGLOCID Database tables 2 137 Agent tables The current number of calls for any split skill on hold at the agent s station ONHOLD includes ACDONHOLD For Generic 3 switches ONHOLD includes all calls This is a status item The ORIGHOLDTIME item appears in the following database tables Call record tables The total time the call was put on hold by the originating agent Requires the DEFINITY ECS R6 and later The ORIGIN real time i
90. ELCHG TAGINRING real time TALKTIME TAVAILABLE real time TDA INACW real time TDA_ONACD real time THRESHOLD AUXTIME AUXTIMEO TI AUXTIME1 9 TI AVAILTIME TI OTHERTIME TI STAFFTIME TIME TINACW real time TINAUX real time TINAUXO real time Centre Vu CMS R3V8 Database Items and Calculations 2 161 2 161 2 162 2 162 2 162 2 163 2 163 2 164 2 164 2 164 2 164 2 165 2 165 2 166 2 166 2 167 2 167 2 167 2 168 2 168 2 168 2 170 2 170 2 170 2 171 2 171 2 172 2 173 2 173 2 173 2 174 2 174 2 174 2 175 2 176 2 176 2 177 2 177 2 178 2 178 2 179 2 179 2 180 XV Centre Vu CMS R3V8 Database Items and Calculations xvi TINAUX1 9 real time 2 180 TKGRP o En ane de me Ro des RE MEME TKSTATE real time cx ERO TONACD real time Sei ie de up oh C ume de e ax e PONE TONACDAUX OUT real time 2 482 TONACDOUT real time 2 82 TONACWIN real time 2 183 TONACWOUT real time 2 183 TONAUXIN real time 2 183 TONAUXOUT real time
91. FFCALLS This is a cumulative item Agent tables The talk time of all ACWOUTCALLS ACWOUTTIME does not include HOLDTIME ACWOUTTIME includes time spent on calls made while in ACW that was not associated with an ACD call and on ACWOUTADJCALLS and on ACWOUTOFFCALLS For Generic 3 switches ACWOUTTIME does not include time ACWOUTCALLS spent on hold It does include time spent on calls made while in ACW not associated with an ACD call This is a cumulative item The ACWTIME item appears in the following database tables Split skill tables Duration of all after call work associated with ACDCALLS Note ACWTIME does not include time spent in ACW not associated with an ACD call that is the agent pressed the ACW button while not on an ACD call However both ACWINTIME and ACWOUTTIME do include time spent on calls made or received while in ACW not associated with an ACD call Therefore the sum of ACWINTIME and ACWOUTTIME may be greater than ACWTIME ACWTIME includes ACWINTIME ACWOUTTIME and O ACWTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ADJATTEMPTS Database tables 2 23 Agent tables The duration of all after call work associated with ACDCALLS including ACWINTIME and ACWOUTCALLS received made during call associated ACW Note ACWTIME does not include the time spent in ACW not associated with an ACD call that is the agent pressed th
92. GIN 2 29 ANSREASON 2 29 ANSRINGTIME 2 29 ANS TIME OR OR 2 30 Answered 1 8 ASA real time 2 30 ASSIST 4 3 4 eu RS Eh wl dew d a 2 31 ASSIST AGTM ry god wow oho om 2 31 ASSISTS xm xm s PE Be 2 31 ATAGENT real time 2 32 AUDIO amp 29 Sea RE SE 8 BE 2 32 Audio Difficulty s lt asss as sss sasssa 1 21 AUXINCALLS aoaaa 2 32 x ake e eck EHE 2 33 AUXOUTADJCALLS 2 33 AUXOUTCALLS 2 34 AUXOUTOFFCALLS 2 34 AUXOUTOFFTIME 2 35 AUXOUTTIME 2 35 AUXREASON 2 36 AVAILABLE real time 2 36 AVG_ABANDON_TIME 2 228 AVG ABANDON TIME SUM 2 228 AVG_ACD_TALK_TIM_SUM 2 228 AVG_ACD_TALK_TIME 2 228 AVG_ACW_TIME 2 228 AVG_ACW_TIME_SUM 2 229 AVG_ACWAUX_OUT_CALLS 2 229 AVG_AGENT_ACW_SUM 2 229 AVG AGENT ACW TIME 2 229 AVG AGENT TALK 5 2 229 AVG AGENT TALK 2 229 AVG ANSWER SPEED 2 229 AVG ANSWER SPEED SUM 2 229 AVG_CONNECT_TIME 2 229 Index AVG_CONNECT_TIME_SUM 2 229 AVG_DEQUE_ACD_TIME 2 229 AVG_EQV_AGENTS_STFD
93. HER state until the agent dials a valid number if the number dialed is invalid the agent remains in OTHER reconnects to the held call or the held call abandons When the agent reconnects to the held call the agent returns to the original state for the call Agents do not have a HOLD state Hold time is associated with a call placed on hold Agent states reflect the current activity of the agent HOLDTIME is the time the call spent on hold HOLDCALLS is the number of calls that were placed on hold at least once and HOLDABNCALLS is the number of calls that were abandoned while on hold 1 OTHERTIME is the time during the collection interval that the agent was doing other work For Generic 3 switches this includes time while in the Auto In or Manual In mode during which the agent put a call on hold and performed no further action the agent placed a call or activated a feature or a personal call rang with no further activity When an agent dials a valid extension the agent s state changes to AUXOUT if the agent was in AUX or OTHER or to ACWOUT if the agent was in ACW Hold Tracking for The following example shows how CentreVu CMS tracks hold calls with Supervisor Assist the new database items Example Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities Agent answers ACD call Agent holds call dials supervisor Agent t
94. ID associated with a particular agent This is the location ID of the terminal the agent is logged into It is associated with a port network location ID on DEFINITY and is 1 44 characters long An agent can be associated with many location IDs and a location is not assigned to an agent until that agent logs into a terminal Agent Login Logout table The equipment location ID associated with a particular agent This is the location ID of the terminal the agent is logged into It is associated with a port network location ID on DEFINITY and is 1 44 characters long An agent can be associated with many location IDs and a location ID is not assigned to an agent until that agent logs into a terminal Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items LOGID Database tables 2 118 Agent Trace table The equipment location ID associated with a particular agent This is the location ID of the terminal the agent is logged into It is associated with a port network location ID on DEFINITY and is 1 44 characters long An agent can be associated with many location IDs and a location ID is not assigned to an agent until that agent logs into a terminal Trunk tables DEFINITY location ID 1 44 characters long associated with the trunk The location ID is not directly assigned to a trunk but is assigned to a port network location on DEFINITY Each trunk whose equipment
95. Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 9 For Generic 3 switches ABNCALLS includes all calls abandoned by the caller that were carried by this trunk except for calls directly to unmeasured stations that did not go through a measured VDN or split skill This includes ACD calls and calls that routed to an agent or extension with talk times less than the phantom abandoned call timer value This is a status item Trunk tables The number of calls carried by this trunk that were abandoned by the caller before being answered by an agent Calls directly to unmeasured stations that did not go through a measured VDN or split skill are not recorded For Generic 3 switches ABNCALLS includes all calls abandoned by the caller that were carried by this trunk except for calls directly to unmeasured stations that did not go through a measured VDN or split skill This includes ACD calls and calls that routed to an agent or extension with talk times less than the phantom abandoned call timer value Calls that abandon while listening to a forced disconnect are also included in ABNCALLS ABNCALLS includes ABNVECCALLS ABNQUEUECALLS and ABNRINGCALLS This is a cumulative item Vector tables The number of INCALLS that were abandoned while INPROGRESS for this vector This includes split skill and direct agent ACD calls that abandon from queue or from ringing calls that abandon from vector processing
96. Lucent Technologies Bell Labs Innovations CentreVu Call Management System Release 3 Version 8 Database Items and Calculations 585 210 939 Comcode 108502345 Issue 1 December 1999 Copyright 1999 Lucent Technologies All Rights Reserved Printed in U S A Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example persons other than your company s employees agents subcontractors or persons working on your company s behalf Note that there may be a risk of toll fraud associated with your telecommunications system and if toll fraud occurs it can result in sub stantial additional charges for your telecommunications services You and your system manager are responsible for the security of your sys tem such as programming and configuring your equipment to prevent unauthorized use The system manager is also responsible for reading all installation instruction and system administration documents provided with this product in order to fully understand the features that can intro duce risk of toll fraud and the steps that can be taken to reduce that risk Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of co
97. MS R3V8 Database Items and Calculations 2 4 The Trunk Group database item descriptions apply to real time and historical items Real Time trunk group database items apply to the Current Interval Trunk Group ctkgrp and Previous Interval Trunk Group ptkgrp tables The real time indexes are ACD and TKGRP Historical trunk group database items apply to the Intrahour Trunk Group htkgrp Daily Trunk Group dtkgrp Weekly Trunk Group wtkgrp and Monthly Trunk Group mtkgrp tables except as noted The historical indexes are ROW_DATE and TKGRP The Trunk database item descriptions apply to real time and historical items Real Time trunk database items apply to the Current Interval Trunk ctrunk and Previous Interval Agent ptrunk tables The real time indexes are ACD ITN EQLOC and TKGRP Historical trunk database items apply to the Intrahour Trunk htrunk Daily Trunk dtrunk Weekly Trunk Group wtrunk and Monthly Trunk mtrunk tables except as noted The historical indexes are EQLOC ROW_DATE and TKGRP The Vector database item descriptions apply to real time and historical items Vector database items are available only if the Vectoring feature has been purchased and authorized for you to use Real Time vector database items apply to the Current Interval Vector cvector and Previous Interval Vector pvector tables The real time indexes are ACD and VECTOR Database Items and Calculations General information H
98. OANSREDIR call and so can be subtracted out from the outflows and from the inflows to calculate the number of outflows and inflows that were not due to requeuing the call to the same split This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items NUMAGREQ Database tables NUMINUSE real time Database tables 2 129 Agent tables The number of split skill and direct agent ACD calls that rang at this agent s voice terminal and then were automatically redirected by the Redirection on No Answer feature because they were not answered Split skill ACD calls are requeued to the split skill or VDN direct agent ACD calls are redirected to the agent s coverage path Redirection On No Answer to a split skill is available on DEFINITY ECS or Generic 3 Version 2 or later switches Redirection On No Answer to a VDN is only available on DEFINITY ECS This is a cumulative item VDN tables Number of split skill and direct agent ACD calls that rang at agent stations and then were automatically redirected by the Redirection on No Answer feature because they were not answered Available on Generic 3 Version 2 and newer switches and on the ECS This is a cumulative item The NUMAGREQ item appears the following database tables Current day report tables Number of agents required to handle FCALLS The NUMINUSE real time item appears in the following database
99. OLDACDTIME HOLDCALLS HOLDTIME ACDAUXIN TIME ACDAUX OUTTIME ACDOTHER TIME 1 ACDTIME ACWINTIME ACWOUTTIME ACWTIME 1 ARRIVED 1 AUXINTIME AUXOUTTIME 1 AUXTIME 1 AUXTIMEO AUXTIME1 9 1 AVAILTIME DA ACDTIME DA ACWTIME I INOCC 1 NORMTIME 1 OL1TIME OL2TIME OTHERTIME OUTOCC RINGTIME STAFFTIME 1 TAUXTIME TAVAILTIME TOTHERTIME DIGITS ILN 2 4x 3 INACW real time INAUX real time INAUXO real time INAUX1 9 real time INBOUND real time Centre Vu amp CMS R3V8 Database Items and Calculations 2 87 2 88 2 88 2 88 2 88 2 89 2 89 2 89 2 90 2 90 2 91 2 91 2 92 2 92 2 93 2 93 2 94 2 94 2 95 2 95 2 96 2 96 2 97 2 97 2 98 2 98 2 98 2 99 2 99 2 100 2 100 2 100 2 101 2 101 2 102 2 103 2 103 2 104 2 104 2 104 2 104 2 105 2 105 2 105 2 106 2 106 2 106 xi Centre Vu CMS R3V8 Database Items and Calculations INCALLS INCOMPLETE INFLAG INFLOWCALLS INPROGRESS real time INQUEUE real time INRING real time INTERFLOW CALLS INTIME INTRVL INVECTOR real time ITN index KEYBD DIALED LASTCWC LASTDIGITS LASTOBSERVER LEVEL real time LOC ID LOGID LOGIN LOGONSKILL real time LOGONSKILL2 20 real time LOGONSTART real time LOGOUT LOGOUT DATE LOGOUTREA SON LOOKATTEMP
100. OUTTIME AVAILABLE BACKUPCALLS BUSYCALLS BUSYTIME CALLSOFFERED 0X 0X X X X X X X XxX XI X X XI X X X X X X X X X X X X X X XI X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 197 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 CONFERENCE DA_ACWINCALLS DA_ACWINTIME DA_ACWOCALLS DA_ACWOTIME DA_INACW DA_INQUEUE DA_INRING DA_OLDESTCALL DA_ONACD DEQUECALLS DEQUETIME DISCCALLS DISCTIME EVENT1 9 X X X X X X X X X X X EWTHIGH EWTLOW EWTMEDIUM EWTTOP 2X 1 X XI X X X X X X X X X X X X X 2X 1 X X X X X X X X X X X X X X X X FAGINRING FAVAILABLE FINACD FINAUX FONACD FOTHER FSTAFFED GNAGINRING GNAVAILABLE X X
101. RIGLOGCID 4x 34x 2 137 2 138 Centre Vu amp CMS R3V8 Database Items and Calculations IN 5 OTHER real time 2 138 OTHERCALLS 2 139 OTHERTIME 2 140 OUTBOUND real time 2 141 Outbound Call Management 1 28 QUTCALLS ee RRR Ew 2 141 OUTFLAG x earn xe ade Bee 4 2 141 OUTFLOWCALLS 2 142 OUTFLOWTIME 2 143 2 144 pagent Roe E LE 3 1 13 CWC 26 OR XO o9 OE Ue 9 8 1 13 PENDINGSPLIT real time 2 144 PER e OE RA 2 225 PERCENT s 5 49 REOR He OSS 2 145 PERCENT_ACD_TIME 2 234 PERCENT_ACD_TIME_SUM 2 234 PERCENT AL BSY_SUM_D 2 234 PERCENT AL SUM M 2 234 PERCENT AL SUM W 2 234 PERCENT ALL BUSY 2 234 PERCENT ALL 2 234 PERCENT ALL BUSY l 2 234 PERCENT ALL BUSY M 2 234 PERCENT ALL BUSY SUM 2 234 PERCENT ALL BUSY W 2 234 PERCENT ALL MBUSY l 2 235 PERCENT AUX WORK 2 235 PERCENT AUX WORK SUM 2 235 PERCENT_CALL_ABAN 2 235 PERCENT _CALL_ANS 2 235 PERCENT CALL ANS SUM 2 235 PERCENT_MBUS
102. Report data may not add up if the report has a combination of call based and interval based items Sam ple Switch Centre Vu CMS database items apply to specific switches After each database item table is a switch cross reference table The switch cross Cross Reference reference tables list each database item by switch release Below is an Table example of how the table information is presented G3V2 DEFINIT Y amp Database Item G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DATABASE X X X X ITEM Switch releases that this database item applies to are marked with X s Introduction Centre Vu CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented Calculations Sample Standard Dictionary Calculations Table 1 5 CentreVu CMS uses calculations of database items in many reports All standard CentreVu CMS Dictionary calculations are listed alphabetically and described in Chapter 2 of this document You can use standard calculations in custom reports or you can create new ones You should never modify standard calculations or the meaning of the data will be changed Below is an example of how the Calculation table information is presented Calculation Name Calculation Description CALCULATION NAME as it appears in the CentreVu CMS Dictionary Mathematical definition of the calculation Short description of the calculation
103. S INCALLS ACDCALLS ABNCALLS This is a cumulative item The OTHERTIME item appears in the following database tables Split skill tables The time OTHERCALLS waited in queue until the disposition was known and the call left the split skill Note OTHERTIME relates to time for OTHERCALLS and is not related to OTHERTIME which is the time agents spent in the OTHER state OTHERTIME BUSYTIME DEQUETIME DISCTIME OUTFLOWTIME This is a cumulative item Vector tables The time OTHERCALLS spent in the vector until the disposition was known and the call left the vector OTHERTIME includes BUSYTIME DISCTIME and OUTFLOWTIME This is a cumulative item VDN tables Duration of all OTHERCALLS until the calls leave the VDN the calls drop are sent to another VDN are transferred or are sent outside the switch OTHERTIME includes BUSYTIME CONNECTTIME CONNTALKTIME DISCTIME and OUTFLOWTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OUTBOUND real time Database tables OUTCALLS Database tables OUTFLAG Database tables 2 141 The OUTBOUND real time item appears in the following database tables Trunk group tables The current number of trunks in this trunk group that are busy on outbound calls OUTBOUND includes ADJUNCTOUT This is a status item The OUTCALLS item appears in the following database tables Trun
104. S protocol failures with data collection active or when the split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INFLAG Database tables INFLOWCALLS Database tables 2 110 Call work codes tables This indicates whether or not data is complete for this interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 protocol failures with data collection active or when split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data collection is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month Changing split skill or VDN call profile data while data collection is active only affects the respective split skill or VDN data This is a cumulative item The INFLAG item appears in the following database tables Agent login logout tables If not null indicates th
105. SKILL2 20 Requires a DEFINITY ECS R5 or R6 or later with EAS Reserve levels are only available on the ECS R6 or later Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SKPERCENT Database tables SKPERCENT2 20 Database tables SKSTATE real time Database tables 2 167 The SKPERCENT item appears in the following database tables Agent tables The agent s percent allocation for LOGONSKILL Requires a DEFINITY ECS R6 or later with EAS This is a status item Agent login logout tables The agent s percent allocation for LOGONSKILL Requires a DEFINITY ECS R6 or later with EAS The SKPERCENT2 20 item appears in the following database tables Agent tables The agent s percent allocation for LOGONSKILL2 20 Requires a DEFINITY ECS R6 or later with EAS This is a status item Agent login logout tables The agent s percent allocation for LOGONSKILL2 20 Requires a DEFINITY ECS R6 or later with EAS The SKSTATE item appears in the following database tables Split skill tables The current state for the skill compared to all administered thresholds Requires a DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SLVLABNS Database tables SLVLOUT FLOWS Database tables SPLIT Database tables 2 168 The SLVLABNS item appears in the foll
106. Skill ACD Call eee agai des 1 11 Nonprimary G3 vectoring G2 2EAS 1 10 Nonzero 82 2 5 1 10 Primary G3 vectoring G2 2EAS 1 10 Secondary vectoring G2 2 EAS 1 11 Tertiary G3 vectoring G2 2EAS 1 11 Zero G2 2 5 1 12 SPUTI gate ee oe Ro Ge 2 170 SPLITZ 3 2 qp BE 2 170 STAFFED real time 2 170 Standard Dictionary Calculations 2 228 STARTED real time 2 171 START IME s ee se Ge Rode Be de 2 171 SALONS 9m e 1 11 Status data definition 1 3 SVCLEVELCHQG 4 oe ga es 2 172 Index T Table 1 13 TAGINRING 2 173 TALK TIME ds wee ae 2 173 TAVAILABLE 2 173 2 174 TDA_ONACD 2 174 Terminology 1 6 TO OX he a e Books Be 1 15 THRESHOLD 2 174 TIZAUXTIME 5 Coe Brats oo 2 175 AUXTIMEO 2 176 AUXTIME1 9 2 176 2 177 OTHERTIME 2 177 2 178 TIME ais sg care eke 4 sti a 2 178 TINACW 558 2 179 TINAUX i i ds se i
107. Split skill tables Current Number of POSITIONS that are available in this split skill This is a status item The AVGAGSERV item appears in the following database tables Current day report tables Objective average number of seconds for an agent to service a call Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AVGSPEEDANS Database tables AWORKMODE real time Database tables BACKUPCALLS Database tables 2 37 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 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 AUORKMODE is set to OTHER This is a status item 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
108. Split skill tables Current number of split skill ACD calls waiting in queue This is a status item Vector tables The current number of INPROGRESS calls that are in split skill or direct agent ACD queues This is a status item VDN tables The current number of INPROGRESS calls that are in a split skill or direct agent ACD queues This is a status item The INRING real time item appears in the following database tables Split skill tables Current number of split skill ACD calls which are ringing at agent positions for this split skill Available on Generic 3 switches for ring tracking This is a status item Vector tables The current number of INPROGRESS split skill and direct agent ACD calls that are ringing at an agent position Available on Generic 3 switches and on the ECS This is a status item VDN tables The current number of INPROGRESS split skill and direct agent ACD calls that are ringing at an agent position Available on Generic 3 switches and on the ECS This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INTERFLOW CALLS Database tables INTIME Database tables 2 113 The INTERFLOWCALLS item appears in the following database tables Split skill tables Number of OUTFLOWCALLS that were redirected to a destination outside the switch This is a cumulative item Vector tables Number of OUTFLOWCALLS that were di
109. T AUX WORK 100 I AUXTIME _STAFFTIME Percentage time agents spent in AUX PERCENT AUX WORK SUM 100 sum l AUXTIME sum _STAFFTIME Total percentage time agents spent in AUX PERCENT_CALL_ABAN 100 ABNCALLS CALLSOFFERED Percentage of calls offered that abandoned PERCENT_CALL_ANS 100 ACDCALLS CALLSOFFERED Percentage of calls offered that were answered PERCENT CALL ANS SUM 100 sum ACDCALLS sum CALLSOFFERED Total percentage of calls offered that were answered PERCENT MBUSY 100 MBUSYTIME SECS PER DAY TRUNKS Percent of time trunks maintenance busy NOTE This calculation is obsolete Do not use it PERCENT MBUSY D 100 MBUSYTIME 4 secs SECSPERDAY TRUNKS Percent of time trunks were maintenance busy during the day PERCENT MBUSY M 100 MBUSYTIME m secs SECSPERMN TRUNKS Percent of time all trunks were maintenance busy during the month PERCENT MBUSY W 100 MBUSYTIME secs SECSPERWK TRUNKS Percent of time all trunks were maintenance busy during the week PERCENT MBUSY SUM D 100 sum MBUSYTIME avg d secs SECSPERDAY sum TRUNKS Percent of time all trunks were maintenance busy during the day Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 236 Calculation Name Calcu
110. TIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA ACWINCALLS item appears in the following database tables Split skill tables Number of inbound extension calls agents answered while in after call work mode for direct agent ACD calls that were queued through this split skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Agent tables The number of inbound extension calls answered by the agent while in ACW for direct agent ACD calls Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA ACWINTIME item appears in the following database tables Split skill tables Talk time of inbound extension calls agents answered while in the after call work mode for direct agent ACD calls queued through this split skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA ACWOADJ CALLS Database tables DA ACWO CALLS Database tables 2 55 Agent tables The talk time of all DA ACWINCALLS does not include HOLDTIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item DA ACWOADJCALLS item appears
111. TOR X X X X X X Trunk database items following table lists which Trunk database items are supported by each of the switch releases Database Item Cov G3V4 ECSRS ECS Re ECS R7 ECS R8 ABNCALLS X X X X X X ACD X X X X X X ACDCALLS X X X X X X AUDIO X X X x X X CALLING LOGID X X X X X X DIRECTION X X X X X X DURATION X X X X X X Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 211 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 EQLOC X X X X X 5 7X char EXTENSION X X X FAILURES INOCC OUTOCC INCALLS INCOMPLETE INTIME INTRVL TX X 0X 0X 0X X ITN LOC ID LOGID MBUSYTIME O ABNCALLS O ACDCALLS O OTHERCALLS OTHERCALLS OUTCALLS OUTTIME PRIORITY PRIORITY2 3 QUECOUNT QUETYPE QUETYPE2 3 ROW DATE SHORTCALLS 0X 0X 0X X X X X 0X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X
112. TS LOOKFLOW CALLS LOWCALLS MALICIOUS real time MAXINQUEUE MAXOCWTIME MAXSTAFFED MAXTOP TOT PERCENTS MAXWAITING MBUSY real time MBUSYTIME MCT MEDCALLS MOVEPENDING real time NETDISCCALLS NETINCALLS NETINTIME NETPOLLS 2 124 2 125 2 125 2 126 2 126 2 126 2 127 2 127 2 127 2 128 xii Centre Vu CMS R3V8 Database Items and Calculations NOANSREDIR NUMAGREQ NUMINUSE real time NUMTGS NUMVDNS O ABNCALLS O ACDCALLS O ACDTIME O ACWTIME O OTHER CALLS OBSERVING CALL OBSLOCID OLDESTCALL real time OLDEST LOG ON real time ONACD real time ONACDAUXOUT real time ONACDOUT real time ONACWIN real time ONACWOUT real time ONAUXIN real time ONAUXOUT real time ONHOLD real time P ORIGHOLDTIME ORIGIN real time ORIGLOCID ORIGLOGIN ORIGREASON OTHER real time OTHERCALLS OTHERTIME OUTBOUND real time OUTCALLS OUTFLAG OUTFLOW CALLS OUTFLOWTIME OUTTIME PENDINGSPLIT real time PERCENT real time PERIOD 1 9 PERIODCHG PHANTOMABNS POSITION index POSITIONS 2 128 2 129 2 129 2 130 2 130 2 130 2 131 2 131 2 132 2 132 2 133 2 133 2 133 2 134 2 134 2 134 2 135 2 135 2 135 2 136 2 136 2 136 2 137 2 137 2 137 2 138 2 138 2 138 2 139 2 140 2 141 2 141 2 141 2 142 2 143
113. The Redirect on No Answer to VDN routing feature is available on the DEFINITY ECS This is a cumulative item Vector 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 Calls answered in a main split skill MAINCALLS can then be calculated as ACDCALLS BACKUPCALLS However MAINCALLS does not include direct agent calls BACKUPCALLS includes messaging split skill calls check backup calls and calls that route to a split skill or direct agent either by the route to vector command or by adjunct routing Calls that are redirected back to the split skill using the redirection on no answer feature and are subsequently answered are also counted as BACKUPCALLS NOTE The Redirect to No Answer to VDN routing feature is available on the DEFINITY ECS Available on Generic 3 switches and on the ECS with the vectoring feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BH_ABNCALLS daily only Database tables 2 39 VDN tables The number of ACDCALLS that were d
114. The day for which data was collected or the exception occurred This is a cumulative item Trunk group exception table Day for which data was collected or the exception occurred This is a cumulative item VDN exception table The day for which data was collected or the exception occurred This is a cumulative item Vector exception table The date for which data was collected or which the exception occurred This is a cumulative item Malicious call trace exception table The date for which data was collected or the exception occurred This is a cumulative item Data collection exception table The day for which data was collected or the exception occurred This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ROW_TIME Database tables RSERVLEVELP Database tables 2 160 The ROW_TIME item appears in the following database tables Call record tables The starting time for this segment Agent exception table Time at which the exception occurred This is a cumulative item Split skill exception table Time at which the exception occurred This is a cumulative item Trunk group exception table Time at which the exception occurred This is a cumulative item VDN exception table Time at which the exception occurred This is a cumulative item Vector exception table Time at which the exception occurred This is a cumula
115. Time during the collection interval that POSITIONS were available for calls from this split skill AVAILTIME includes _TAVAILTIME This is a cumulative item Agent tables The time during the collection interval that the agent was available for ACD calls in this split skill This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_ACDTIME Database tables DA_ACWTIME Database tables 2 99 The _DA_ACDTIME item appears in the following database tables Split skill tables Time during the collection interval that the agent spent talking on direct agent ACD calls queued through this split skill J DA ACDTIME is a subset of OTHERTIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Agent tables The time during the collection interval that the agent spent talking on direct agent calls Does not include HOLDTIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item DA ACWTIME item appears in the following database tables Split skill tables The time that POSITIONS spent in ACW for direct agent ACD calls queued through this split skill DA ACWTIME is a subset of OTHERTIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Agent tables The t
116. Trunk group tables The number of OUTCALLS on this trunk group that were not answered or abandoned as ACD split skill calls These include extension out calls calls forced busy and forced disconnected short outgoing calls and calls with unknown dispositions O OTHERCALLS includes SHORTCALLS This is a cumulative item Trunk tables The number of OUTCALLS on this trunk that were not answered as ACD split skill calls or abandoned These include extension out calls forced busy calls short outgoing calls and calls with unknown dispositions O OTHERCALLS includes SHORTCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OBSERVING CALL Database tables OBSLOCID Database tables OLDESTCALL real time Database tables 2 133 The OBSERVINGCALL item appears in the following database tables Call record tables Whether this call represents an agent observing or bridging on to an existing call Valid values for OBSERVINGCALL 0 1 YES The OBSLOCID item appears in the following database tables Call record tables The location ID of an agent observing or bridging on to an existing call The OLDESTCALL real time item appears in the following database tables Split skill tables The number of seconds the oldest split skill ACD call has waited in queue or ringing This is a status item VDN tables Number of seconds that
117. UNCTOUT real time 2 24 Adjunct Placed and Adjunct Routed Calls 1 16 Administrative data definition 1 3 After Cal Work ln 1 7 ag aclV q s eR 4 1 15 AG DEST BE 5 Bale Bre 2 224 AG DIR 224 be amp oe udo Eder oe 2 224 2 224 AG PREP en BE Oe d d BUE 2 225 AGDURATION real time 2 26 Agent eee om momo RR m e RR oma 1 7 Agent 1 31 Agent Position EAS 1 8 Centre Vu amp CMS R3V8 Database Items and Calculations IN 1 Agent Position NOEAS 1 8 Agent Roles 4 29 epo E SOEUR hk GO o 1 32 Agent State and Row Search Values Cross Reference 2 224 Agent State Tracking at Login 1 26 Agent Time Skill 1 31 Agents in Multiple Splits Skills 1 24 AGENTS_ON_EXT_CALLS 2 228 ade6X ad hk qd Fk A AGL BA d 1 15 AGINRING real time 2 25 2 25 AGSTATE 2 25 RELEASED uox 9e RR eae BS 2 26 AGTIME real time 2 26 ALL BUS YU po nis obe due yi Si 2 225 ALLINUSE real time 2 27 ALLINUSETIME 2 27 ANI SID i ew em 5 HE A RR 2 27 ANSCONNCALLS1 10 2 28 ANSHOLDTIME 2 28 ANSLO
118. UXTIME The proportion of MAX FTE AGENTS non ACD time for this MAXSTAFFED skill for percent allocated PCNT agents SUM TIME ACDTIME ACWTIME Intermediate time OTHERTIME _RINGTIME DA_ACDTIME DA ACWTIME used to calculate INT AUXTIME INBOUND ACDCALLS TOTAL ACDCALLS O ACDCALLS Total inbound ACD calls INT AUXTIME STAFFTIME AVAILTIME ACDTIME ACWTIME OTHERTIME RINGTIME DA ACDTIME DA ACWTIME Agent time in AUX work in a single split skill INTRVL END TIME STARTTIME INTERVL Time of the end of an interval MAIN ACD CALLS sum ACDCALLS sum BACKUPCALLS Calls answered for main split skill MAX DEDICATED AGT MAX FTE AGENTS MAXTOP The maximum agents top agents plus full time equivalent agents considered dedicated to this skill Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 234 Calculation Name Calculation Description MAX_FTE_AGENTS MAX_TOT_PERCENTS 100 The maximum number of full time equivalent agents on this skill PERCENT ACD TIME 100 1 ACDTIME ACWTIME STAFFTIME Percentage of time agents spend on split skill ACD calls and in ACW PERCENT ACD TIME SUM 100 sum l ACDTIME ACWTIME sum l STAFFTIME Total percentage of time agents in spend on split
119. V4 ECS R5 ECS R6 ECS R7 ECS R8 AUXOUTTIME AUXTIME AUXTIMEO AUXTIME1 9 EAS AVAILTIME DA_ACDTIME DA ACWTIME NORMTIME OLTTIME OL2TIME OTHERTIME RINGTIME STAFFTIME TAUXTIME X XxX Xx Xx X Xx XxX XX Xx Xx Xx TOTHERTIME TAVAILABLE INACW INAUX INAUXO Xx Xx INAUX1 9 m gt 42 INCOMPLETE INFLOWCALLS INQUEUE INRING INTERFLOWCALLS INTRVL LOWCALLS MAXINQUEUE XI XJ XI X X X X Xx 2X XJ XI X X X X XxX X X X X X X X X X X X X X X X X X X X X X X X 2X 1 0X 0X 0X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 200 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 MAXOCWTIME MAXSTAFFED MAXTOP MAX_TOT_PERCENTS MEDCALLS NOANSREDIR O_ABNCALLS O_ACDCALLS O_ACDTIME O_ACWTIME O_OTHERCALLS OLDESTCALL ONACD ONACDAUXOUT
120. W_DATE SPLIT TRENDBASE WT1 WT2 WT3 WT4 X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Current day report database items The following table lists which Current Day Report database items are supported by each of the switch releases Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD AVGAGSERV AVGSPEEDANS FCALLS INTRVL X KY X KY KY X X X X X X XI XxX X XJ X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 221 Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 NUMAGREQ RAGOCC RAVGSPEEDANS ROW DATE RSERVLEVELP SERVLEVELP SERVLEVELT SPLIT STARTTIME X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Call record database items T
121. X X X X ACTIVECALLS ACWTIME ADJATTEMPTS ADJROUTED ANSCONNCALLS1 10 ANSTIME XxX XxX X ASA ATAGENT BH_ABNCALLS BH_ACDCALLS BH_ACDTIME BH_BUSYCALLS BH_DISCCALLS BH_OTHERCALLS BH_STARTTIME BH_VDNCALLS BACKUPCALLS X X X X X X X X X X X X X X X X X X X X X X X X X XI X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 215 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 BSRPLAN BUSYCALLS BUSYTIME CONNECTCALLS CONNECTTIME CONNTALKTIME X KY X KY X KY DEFLECTCALLS DISCCALLS DISCTIME HOLDABNCALLS HOLDACDCALLS HOLDACDTIME HOLDCALLS HOLDTIME ARRIVED ILN INCALLS INCOMPLETE INFLOWCALLS INPROGRESS INQUEUE INRING INTERFLOWCALLS INTIME INTRVL
122. X X X X X X XI X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 207 Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SKILLTYPE For ECS R5 these items are populated with p for skill level 1 s for skill level 2 and blank for skill levels 3 16 Customers with Generic 3 Version 5 or later EAS should use the SKLEVEL items instead to see all skill levels EAS EAS X SKILLTYPE2 4 EAS EAS SKLEVEL EAS EAS EAS EAS SKLEVEL2 4 EAS EAS EAS EAS EAS EAS SKLEVEL5 20 EAS EAS EAS SKPERCENT SKPERCENT2 20 SPLIT STARTED STARTTIME TI AUXTIME TI AUXTIMEO KY KY KY X XxX XxX XxX X XJ X XxX XxX XxX X XJ X XxX X X 1 9 m AS m gt 2 m gt 42 TI_AVAILTIME STAFFTIME TOPSKILL TRANSFERRED XXX XX XXX XX TYPE EAS EAS EAS USE SVC OBJ VDN X X X X X X Database Items and Calculations Centr
123. X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 198 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 GNINACW GNINAUX GNINAUXO GNINAUX1 9 GNONACD GNONACDAUXOUT GNONACDOUT GNONACWIN GNONACWOUT GNONAUXIN GNONAUXOUT GNDA_INACW GNDA_ONACD GNOTHER GNSTAFFED HIGHCALLS HOLDABNCALLS HOLDCALLS HOLDTIME ACDAUXINTIME ACDAUX_OUTTIME ACDOTHERTIME ACDTIME ACWINTIME ACWOUTTIME ACWTIME ARRIVED AUXINTIME 0X 0X X X X X XxX X XJ X XI X X X X XxX X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 199 Database G3V2 G3V3 G3
124. X X X X X HOLDACDTIME X X X X X X HOLDCALLS X X X X X X HOLDTIME X X X X X X ACDAUXINTIME X X X X X X ACDAUX OUTTIME X X X X X X ACDOTHERTIME X X X X X X ACDTIME X X X X X X ACWINTIME X X X X X X ACWOUTTIME X X X X X X ACWTIME X X X X X X AUXINTIME X X X X X X AUXOUTTIME X X X X X X AUXTIME X X X X X X AVAILTIME X X X X X X DA ACDTIME X X X X X X DA ACWTIME X X X X X X OTHERTIME X X X X X X RINGTIME X X X X X X STAFFTIME X X X X X X INCOMPLETE X X X X X X INTRVL X X X X X X LEVEL EAS EAS EAS EAS LOC ID X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 206 Database G3V2 G3V3 G3V4 ECS 5 ECS R6 ECS R7 ECS R8 LOGID X LOGONSKILL e LOGONSKILL2 4 EAS EAS EAS EAS EAS EAS LOGONSKILL5 EAS EAS EAS EAS LOGONSKILL6 20 m gt 42 5 m gt 42 5 LOGONSTART MALICIOUS MOVEPENDING NOANSREDIR O_ACDCALLS O_ACDTIME O_ACWTIME OLDEST_LOGON ONHOLD ORIGIN X X X X PENDINGSPLIT X XJ X X X X X X X X X XJ X X X X X X X X PERCENT PHANTOMABNS POSITION PREFERENCE RINGCALLS RINGTIME X XxX XxX ROLE ROW_DATE X X X X X X
125. Y 2 235 PERCENT _MBUSY_D 2 235 PERCENT _MBUSYM 2 235 PERCENT MBUSY SUM 2 236 PERCENT MBUSY SUM D 2 235 PERCENT MBUSY SUM 2 236 PERCENT MBUSY SUM 2 236 PERCENT MBUSY 2 235 PERCENT SERV LVL 2 236 PERCENT_SERV_LVL_VDN 2 236 PERCENT_SERV_SPL_OUT 2 236 PERCENT SERV VDN OUT 2 236 PERCENT SLVL SUM 2 236 PERCENT_VDN_ABAN 2 236 PERCENT_VDN_ANSCONN 2 236 3 eh og ch ee 2 145 PERIODCHG 2 145 Personal Call Tracking 1 17 Abandoned 1 20 Audio Difficulty 1 21 Phantom Abandoned Calls 1 20 Transferred and Conferenced Calls 1 21 Index Phantom Abandon Calls 1 20 PHANTOMABNS 2 146 POSITION index 2 147 POSITIONS 2 147 PREFERENCE EL Be 2 147 Presentation Administrative data 1 3 1 5 Cal baseddata 1 4 Cumulative 1 3 Database Items 1 2 Inter baseddata 1 4 Status 1 3 Switch Reference Tables 1 4 PRIORITY real time 2 148 PRIORITY2 3 real time
126. a cumulative item EQLOC item has been modified in R3V8 CMS to be only eight characters long It is nine characters long in previous releases of CMS The EQLOC database item appears in the following tables Trunk tables This is an index item The physical equipment location trunk number for which data was collected This is an administrative item Call record tables Physical equipment location trunk number for which data was collected or for which the exception occurred This will be blank if the trunk is not measured Trunk group exception table Physical equipment location trunk number for which data was collected or the exception occurred This is a cumulative item Malicious call trace exception table Physical equipment location trunk number for which data was collected or for which the exception occurred This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items EVENT1 9 Database tables EVENT TIME Database tables 2 71 The EVENT1 9 item appears in the following database tables Split skill tables Number of times each event stroke count feature button feature button 1 to 9 was pressed by agents on split skill or direct agent ACD calls or in after call work associated with an ACD call for this split skill Available with Generic 3 switches This is a cumulative item Agent tables The number of times each event
127. abase tables AUXTIME Database tables 2 97 The _AUXOUTTIME item appears in the following database tables Agent tables The time during the collection interval that the agent was in AUX work AVAILABLE or for Generic 3 switches including time when an ACD or AUXIN AUXOUT call on hold and on outbound extension calls In the cases where the agent was in AUX work AVAILABLE or had an AUXIN AUXOUT call on hold the AUXOUT time and calls are recorded for the SPLIT that is the OLDEST_LOGON In cases where the agent had an ACD call on hold SPLIT is the split or skill associated with the last ACD call put on hold AUXOUTTIME includes ACDAUX_OUTTIME but does not include time calls spent on hold Split Skill tables The time during the collection interval that POSITIONS were in AUX work AVAILABLE or for Generic 3 switches including time when an ACD or AUXIN AUXOUT call on hold and on outbound extension calls In the cases where the agent was in AUX work AVAILABLE or had an AUXIN AUXOUT call on hold This does not include time outbound extension calls spent on hold This is a cumulative item The _AUXTIME item appears in the following database tables Split Skill tables The time during the collection interval that POSITIONS were in AUX in this split skill AUXTIME 2 AUXTIMEO _AUXTIME1 _AUXTIME2 AUXTIMES AUXTIME4 AUXTIME5 AUXTIME6 AUXTIME7 AUXTIME8 AUXTIME9 AUXTIME includes AUXTIMEO
128. abase tables Vector tables The number of adjunct routing calls that were redirected by an adjunct processor or host computer Available on the ECS and Generic 3 switches with vectoring and the ASAI feature This is a cumulative item VDN tables The number of adjunct routing calls that were redirected by an adjunct processor or host computer Available on the ECS and Generic 3 switches with vectoring and the ASAI feature This is a cumulative item The ADJUNCTOUT real time item appears in the following database tables Trunk group tables The current number of OUTBOUND calls an adjunct processor originated Available on Generic 3 switches with the ASAI gateway This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AGINRING real time Database tables AGOCC Database tables AGSTATE real time Database tables 2 25 The AGINRING real time item appears in the following database tables Split skill tables Current number of POSITIONS at which split skill or direct agent calls are ringing for example ACD call ringing for this split skill and are not doing anything else Note When an agent makes or answers a personal call while an ACD call is ringing that position is no longer counted in AGINRING because the agent is then on an AUXIN OUT call Agents talking on ACD calls who receive a forced MCH call Generic 3 Version 4 switches onl
129. agents associated with the call segment have dropped off the call This means that after call work time for the agent s is included when calculating the call segment stop time Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 162 SERVICELEVEL Database tables The SERVICELEVEL item appears in the following database tables Split skill tables Number of seconds within which calls must be answered connected in order to be considered acceptable as defined on the Call Center Administration Split Skill Call Profile window This is an administrative item VDN tables Number of seconds within which calls must be answered connected to be considered acceptable as defined on the Call Center Administration VDN Call Profile Setup window This is an administrative item SERVLEVELP Database tables The SERVLEVELP item appears in the following database tables Current day report tables Objective percentage of calls to be handled within SERVLEVELT seconds SERVLEVELT Database tables The SERVLEVELT item appears in the following database tables Current day report tables Number of seconds within which SERVLEVELP percent of calls are to be answered service level time Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SETUPTIME Database tables SHORTCALLS Database tables 2 163 The SETUPTIME item appears in the following
130. agents with a reserve1 or reserve skill level assigned for 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 Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 38 Trunk group 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 and route to split skill vector commands direct agent calls and redirect on no answer routing Calls answered in a main split skill can be calculated as ACDCALLS BACKUPCALLS Available on Generic 3 switches with vectoring NOTE
131. al Time Split Skill Reports Agents in multiple splits skills are tracked as a single agent in R3 CMS For non EAS ACD operation agents must log in with the same llogin ID for all splits database items have been added to indicate the time the the agent spent in various work states independent of the split skill the agent is working in These are interval based items When agents are logged into multiple splits skills the items counting AUXIN AUXOUT calls and time are usually associated with the split skill the agent has been logged into the longest i e the first split the agent logged into However in the case where an agent puts a split skill or direct agent ACD call on hold and then makes an AUXOUT call the outgoing call and its talk time are counted for the split skill associated with the ACD call Real time reports assume that agents can only be doing one thing at a time Agents can be in the following states AVAIL ACD ACW AUX DACD DACW RINGING UNKNOWN OTHER or UNSTAFFED When an agent logs into multiple splits skills the split skill number s are shown on the report s for the states ACD DACD ACW AVAIL and RINGING associated with the call For example if an agent logged into split skill 1 and split skill 2 and answered an ACD call for Split Skill 2 the split skill number shown in the standard real time report s is 2 For splits as long as the agent is not on a call or the agent is in AUX and is a
132. alks to supervisor 1 1 Agent reconnects to held ACD call 9 Call ends ACDAUX_OUTTIME ACDAUX_OUTTIME G3 R3V2 and ACDTIME OTHERTIME AUXOUTTIME ACDTIME CentreVu CMS DEFINITY ECS ACDTIME AUXTIME AUXOUTTIME ACDTIME Introduction Interactions with Switch Features and Tracking of Switch Capabilities Abandoned Calls Phantom Abandon Calls Phantom Abandon Call Timer PHANTOMABNS Database Item Phantom Abandon Call Timer Not Enabled Phantom Abandon Exceptions Centre Vu CMS R3V8 Database Items and Calculations 1 20 In general any call that hangs up before an agent or station answers is an abandoned call On Generic 3 switches any VDN calls whether ACD calls or not that route to extensions and are then abandoned are counted as abandoned calls for the VDN See Phantom Abandon Calls In countries where central offices do not provide the switch with disconnect supervision all calls with talk times that are less than an administrable threshold can be counted as abandoned calls CentreVu CMS supports a phantom abandon call timer that can be administered to count calls with talk times less than 10 seconds as a phantom abandoned call The Phantom Abandon Call Timer can be set from 1 10 seconds Any calls whose total talk time or connect time is less than the set number of seconds are pegged as PHANTOMABNS instead of ACDCALLS The abandon time
133. all record tables Number of the VDN associated with the call at its disposition for this call segment DISPVDN will be blank for calls that are not associated with a VDN at their disposition The DURATION item appears in the following database tables Agent tables This is a real time item The duration of current WORKMODE and DIRECTION for this SPLIT for example length of time in current AGSTATE for this SPLIT For example if the agent goes from AUX to AUXOUT and back to AUX DURATION will restart with each of these changes This is a status item Trunk tables This is a real time item The current length of time the trunk has been in TKSTATE This is a status item Agent trace tables Duration of current WORKMODE and DIRECTION for this split for example length of time in current AGSTATE for this split Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 70 Call record tables EQLOC Database tables The total time the trunk was in use This is the overall trunk holding time from the beginning of the call segment until the caller is disconnected For the first segment of a call this will be the trunk holding time for the caller for the entire call from seized until idle With a transfer the original trunk remains associated with both call segments until the call ends Data collection exception table Length of time for which data collection was off This is
134. alled non primary splits skills They are also referred to as secondary and tertiary splits skills respectively Any skill that does not end 0 is called a nonzero skill The first split skill the call queues to in a VDN is called the primary split skill If the call leaves vector processing and queues to another split skill for example routes to a split skill extension or routes to another VDN then that new split skill becomes the primary split skill If the call leaves vector processing and does not queue to another split skill for example routes to an extension then there is no new primary split skill A split skill or direct agent call that has been directed to a split skill In the case of the Generic 3 switch even though the call may never have physically occupied a queue slot on the switch because it could be delivered immediately to an agent CentreVu CMS is still notified that the call queued to the split skill Introduction Terminology Centre Vu CMS R3V8 Database Items and Calculations Secondary Split Skill G3 Vectoring Skill Group Generic 2 2 EAS and later Skill Level Skill State Split Skill ACD Call Station Tertiary Split Skill G3 Vectoring 1 11 The second split skill the call queues to in a VDN is called the secondary split skill A group of ten skills Each consecutive ten skills ending with digits 0 through 9 constitute a skill tens group For exa
135. and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TDA_INACW real time Database tables TDA_ONACD real time Database tables THRESHOLD Database tables 2 174 The TDA_INACW item appears in the following database tables Split skill tables The number of top agents logged into the skill who are in after call work associated with direct agent calls TDA_INACW is a subset of TOTHER Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling Available with Generic 3 switches However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item The TDA_ONACD item appears in the following database tables Split skill tables The number of top agents logged into the skill who are talking on direct agent calls TDA_ONACD is a subset of TOTHER Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling However database items are only significant for Generic 3 switches and the ECS with EAS Available with Generic 3 switches This is a status item The THRESHOLD item appears in the following tables Agent exception table Limit as a number of occurrences administered for the exception type An exception occurs when the agent s activity falls outside of that limit This is a cumulative item Split skill exception table Limit as a number of occurrences administered for the except
136. appears in the following database tables Trunk group tables The number of incoming calls carried by the trunk group during the busy hour that were forced to disconnect by the switch This is a busy hour item VDN tables The number of INCALLS that were disconnected by the switch during the busy hour This is a busy hour item BH_INCALLS Database tables The BH_INCALLS item appears in the following database tables Trunk group tables The number of incoming calls carried by this trunk group that completed during the busy hour BH_INCALLS includes BH_ABNCALLS BH_ACDCALLS and BH_OTHERCALLS This is a busy hour item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BH_INTIME Database tables BH_OABN CALLS Database tables BH_OACD CALLS Database tables 2 42 The BH_INTIME item appears in the following database tables Trunk group tables The trunk holding time of all incoming calls carried by this trunk group that completed during the busy hour This is a busy hour item The BH_OABNCALLS item appears in the following database tables Trunk group tables The number of outgoing adjunct originated calls carried by the trunk group that abandoned during the busy hour Available on Generic 3 switches with the ASAI feature This is a busy hour item The BH_OACDCALLS item appears in the following database tables Trunk group tables The number of outg
137. arch Values Cross Reference Standard Dictionary Calculations Reports specific Calculations Use the following table to identify how CentreVu CMS stores Agent State names and the applicable row search values Status Database Items State Names Values for Row KEYBOARD Search AG DEST PBX 1 OFF 2 AG DEST PBX 1 OFF 2 AG DIR OUT 1 IN 2 AG ORIG BLANK 0 PHONE 1 2 Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Search values and calculations 2 225 Values for Row Status Database Items State Names Search AG_PREF LVL NEED ALL_BUSY YES NO PER CHG YES NO SLVL_CHG YES NO TKSTATE UNKNOWN IDLE SEIZED QUEUED CONN DABN MBUSY FBUSY FDISC HOLD RINGING O O o ON oa A C DN TK DIR IN OUT N TK PRI YES NO TK QTYPE MAIN BACKUP Database Items and Calculations Search values and calculations Centre Vu CMS R3V8 Database Items and Calculations 2 226 Status Database Items State Names Values for Row Search WORKMODE UNKNOWN UNSTAF AVAIL ACD ACW AUX DACD DACW OTHER RING LOGON LOGOFF TRACE ON TRACE OFF 10 20 30 40 50 60 70 220 80 100 110 120 121 Database Items and Calculations Search values and calculations Call disposition and row search values cross reference
138. at agent was already logged in when the link came up Values are NULL and lt The INFLOWCALLS item appears in the following database tables Split skill tables Number of calls that were redirected to the split skill s queue from another queue When a call leaves the VDN for example by routing to another VDN or leaves vector processing for example by routing to a split skill the next split skill to which a call queues will not be credited with an inflow Calls that ring at an agent and are then requeued to the same split skill by the Redirect on No answer feature are counted as inflows to that split skill On Generic 3 switches with vectoring an inflow is counted for calls that intraflow from one split s queue to another that is call that queue to a split after having previously been queued to another split Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INPROGRESS real time Database tables 2 111 For Generic 3 with vectoring calls answered by an agent in a non primary split skill are counted as inflows to that split skill Calls that abandon from ringing at an agent s voice terminal in a non primary split skill are also counted as inflows to that skill On Generic 3 Version 2 and newer switches calls that ring at an agent in this split skill and then requeue to the same split skill by the Redirection on No Answer to a Split Skill feature are counted as
139. ate is unknown when the link is down or the split is non Expert Agent Selection EAS or when a new skill is added and the state message has not yet arrived The skill state is unknown if the CMS is connected to a non R3V6 switch Reserve Agent Agents can have a skill level of reserve1 or reserve2 that corresponds to skill states overload 1 and overload 2 Only when the skill is in an overload state will the appropriate reserve agents serve that skill These agents have a special agent service role When the agents are available but the skill is not in the appropriate state the agent is tracked as other Agent Counts The number of agents in various states are stored in the split skill tables by agent type Reserve agents are stored in R1xxx and R2xxx database items Top agents are stored in Txxx and flex agents are stored in Fxxx database items Flex agents can have a role of roving backup or allocated Agent Time in Skill Agents ACD After Call Work ACW time can be tracked by skill Non ACD time in standard skills is as follows agents with the tracked skill as the top skill use 100 percent while agents who are percent allocated use the same percentage for both ACD and non ACD time Backup Roving or Reserve agents track none of their non ACD time toward this skill Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 32 Location E
140. ation of Part 68 rules This equipment returns answer supervision signals to the public switched network when e Answered by the called station Answered by the attendant Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all DID calls for warded back to the public switched telephone network Permissible exceptions are A call is unanswered busy tone is received A reorder tone is received Canadian Department of Communications DOC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications Le Pr sent Appareil Nom rique n met pas de bruits radio lectriques d passant les limites applicables aux appareils num riques de la class A pr scrites dans le reglement sur le brouillage radio lectrique dict par le minist re des Communications du Canada Trademarks DEFINITY is a registered trademark of Lucent Technologies CentreVu is a registered trademark of Lucent Technologies CONVERSANT is a registered trademark of Lucent Technologies Informix is a registered trademark of Informix Software Inc Intel is a registered trademark of Intel Microsoft MS MS DOS Windows Windows 95 Windows NT and Access are registered trademarks of Microsoft Corporation OpenLink is a trademark of OpenLink Sof
141. base items contain cumulative data A zAdministrative data administered on the switch or on CentreVu CMS For example the database item INTRVL in the split skill real time table contains the number of minutes in the intrahour interval 15 30 60 currently assigned to the specified split skill on CentreVu CMS S zStatus data gives the current status a snapshot of a particular ACD element For example the database item INQUEUE in the split skill real time table contains the number of split skill calls currently waiting in queue Row Identifier data gives data that is common to all tables such as time date split in the split skill tables and so on N Special Table data belongs only to a specific table such as the Historical Agent Login Logout table or Current Day Forecast table M z Maximum Interval Value data gives data that is the maximum reached for any value in the specified interval B Busy Hour data gives data that is only meaningful for the busy hour Cumulative Administrative Maximum Value Row Identifier and Busy Hour data items apply to historical and real time database items Status items apply only to real time database items Special Table data items apply only to historical database items Introduction Centre Vu CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1 4 Call Based Data Interval Based Data In addition to the types of data described ab
142. ber of AUXOUTCALLS that were placed by an adjunct on behalf of an agent keyboard dialed If such calls are placed to off switch destinations then they are also counted as AUXOUTOFFCALLS Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item Agent tables The number of AUXOUTCALLS that were placed by an adjunct on behalf of an agent keyboard dialed If such calls are placed to off switch destinations then they are also counted as AUXOUTOFFCALLS Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXOUTCALLS Database tables AUXOUTOFF CALLS Database tables 2 34 The AUXOUTCALLS item appears in the following database tables Split skill tables The number of outbound extension calls made by agents while in AUX auxiliary work AVAILABLE or for Generic 3 switches with an ACD or AUXIN AUXOUT call on hold AUXOUTCALLS are recorded for the SPLIT which is the OLDEST_LOGON unless the agent made the call with an ACD call on hold In this case they are recorded for the split skill of the ACD call AUXOUTCALLS includes ACDAUXOUTCALLS AUXOUTADJCALLS and AUXOUTOFFCALLS This is a cumulative item Agent tables The number of outbound extension calls that were made by the agent or on behalf of the agent while in AUX auxiliary wo
143. bles Switch calculated expected wait time for calls queued at top priority to this split skill The expected wait time is an estimate of how long a caller will wait in queue at TOP priority until being served Time spent ringing at the agent is not included in this estimate EWT and ASA should not be expected to match ASA gives a historical perspective while EWT changes constantly to match current conditions such as queue length and staffing changes Available with Generic 3 Version 4 switches for Vectoring enhancements This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items EXT CALL _ ORIG Database tables EXTENSION Database tables EXTN Database tables 2 74 The EXT CALL ORIG item appears in the following database tables Agent trace tables Agent originated an external off switch call Available on Generic 3 switches The EXTENSION item appears in the following database tables Agent tables The extension number for which data was collected This is an administrative item Trunk tables This is a real time item The extension to which this trunk is currently queued ringing or connected This is a status item The EXTN item appears in the following database tables Agent login logout tables Extension number of the station that the agent staffed Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations
144. by blank Users of more than 2 skill levels should use SKLEVEL items instead of SKILLTYPE items This is a status item Agent login logout tables Type p for primary or s for secondary of the first skill that the agent logged into Requires Generic 3 switches with EAS NOTE For the ECS and later switch releases with the EAS feature skill level 1 will be represented by p skill level 2 will be represented by s and skill levels 3 through 16 by blank Users of more than 2 skill levels should use SKLEVEL instead of SKILLTYPE items The SKILLTYPE2 4 item appears in the following database tables Agent tables This is a real time item The type p for primary or s for secondary of the second third and fourth skills the agent logged into Requires Generic 3 Version 2 switches with EAS Note For the ECS and newer EAS releases skill level 1 will be represented by p skill level 2 by s and skill levels 3 16 by blank Users of more than 2 skill levels should use SKLEVEL items instead of SKILLTYPE items This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SKLEVEL Database tables SKLEVEL2 20 Database tables 2 166 Agent login logout tables Type p for primary or s for secondary of the second third and fourth skills the agent logged into NOTE For the ECS and later switch releases with the EAS feature skill level 1 will be repre
145. calculations to use in custom reports The following list describes the contents of each chapter and appendix in this document Chapter 1 Introduction Chapter 2 Database Items and Calculations The following conventions are used throughout this document Book Title is italicized An Informix table name is in monospaced type A Chapter is always surrounded by quotes A File name is in monospaced type A Subsystem Reference is always in initial capital letters A Window Title is always in initial capital letters Preface Centre Vu CMS R3V8 Database Items and Calculations P 2 Related documents The following documents can help you use the CentreVu CMS software to its maximum capability Those most closely related to this document are the Administration and Report Designer documents CentreVu Call Management System R3V8 Administration 585 210 910 CentreVu Advocate User Guide 585 210 927 Centre Vu CMS R3V5 Custom Reports 585 215 822 CentreVu CMS R3V8 External Call History Interface 585 210 912 Centre Vu CMS R3V8 Upgrades and Migrations 585 210 913 Centre Vu CMS R3V6 Sun Enterprise Computers Hardware Installation and Setup 585 215 873 Issue 2 Centre Vu CMS R3V6 Sun Enterprise Computers Connectivity Diagram 585 215 877 Issue 2 CentreVu Supervisor Version 8 Installation and Getting Started 585 210 928 Lucent Call Center Change Description 585 210 925 Cen
146. calls to splits skills are included as a subset of the ACD call database items talk time ringing ACW and so on OCM calls also have their own database items which start with O_ in the agent split skill trunk and trunk group tables Inbound split skill calls can be calculated as ACDCALLS O_ACDCALLS See the Adjunct Placed and Adjunct Routed Calls section for more information When a ringing call times out the call can be requeued to the same split skill or to a Vector Directory Number VDN by the Redirection on No Answer RONA feature available only on a DEFINITY ECS When redirected to the same split skill an outflow and an inflow are counted for the split skill Thus the redirected call appears as two offered calls to the split skill The database item NOANSREDIR is also incremented The unique calls offered to the split skill can then be calculated by subtracting the value of NOANSREDIR from CALLSOFFERED NOTE This assumes that the split skill is set up so that normal split skill calls do not cover back to the same split skill except through the Redirection on No Answer feature If they can cover back to the same split skill each call that does this is counted as an outflow and inflow to that same split skill In this case NOANSREDIR is not incremented When ringing call times out and is routed to a VDN Generic 3 Version 4 an outflow and NOANSREDIR are incremented Skills can now be in one of our states unkn
147. ch calls are placed by an adjunct on behalf of an agent while in ACW they are also counted as ACWOUTADJCALLS Available for external calls with Generic switches This is a cumulative item Agent tables The number of ACWOUTCALLS that were made to an off switch destination a destination outside the switch If these calls were placed by an adjunct on behalf of the agent keyboard dialed then they are counted as ACWOUTADJCALLS Available for external calls on Generic 3 switches This is a cumulative item The ACWOUTOFFTIME item appears in the following database tables Split skill tables Talk time of all ACWOUTOFFCALLS does not include time on hold ACWOUTOFFTIME includes ACWOUTTIME Available for external calls with Generic 3 switches This is a cumulative item Agent tables The talk time of all ACWOUTOFFCALLS does not include time on hold ACWOUTTIME includes ACWOUTOFFTIME Available for external calls on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACWOUTTIME Database tables ACWTIME Database tables 2 22 The ACWOUTTIME item appears in the following database tables Split skill tables Talk time of all ACWOUTCALLS ACWOUTTIME does not include hold time on Generic 3 switches It does include time spent on calls made while in ACW not associated with an ACD call and on ACWOUTADJCALLS on ACWOUTO
148. ch intrahour interval dtkgrp Trunk group data summarized by day wtkgrp Trunk group data summarized by week mtkgrp Trunk group data summarized by month htrunk Trunk data for intrahour interval dtrunk Trunk data summarized by day wtrunk Trunk data summarized by week mtrunk Trunk data summarized by month hvector Vector data for each intrahour interval dvector Vector data summarized by day wvector Vector data summarized by week mvector Vector data summarized by month hvdn VDN data for each intrahour interval dvdn VDN data summarized by day wvdn VDN data summarized by week mvdn VDN data summarized by month Introduction Database Table Names Centre Vu CMS R3V8 Database Items and Calculations 1 15 Name Data Stored hcwc CWC data for each intrahour interval dcwc CWC data summarized by day WCWC CWC data summarized by week mcwc CWC data summarized by month call rec Call record data agex Agent exceptions spex Split exceptions tgex Trunk group exceptions vecex Vector exceptions vdnex VDN exceptions linkex Link down exceptions mctex Malicious call trace exceptions f cday Forecast current day configuration data by split skill f cdayrep Current day forecast data by split skill haglog Agent login and logout information ag
149. configuration tables Base date for seasonal trending The TRUNKS item appears in the following tables Trunk group tables The current number of trunks assigned to this TKGRP This is an administrative item The TSTAFFED item appears in the following database tables Split skill tables The current number of top agents that are staffed in SPLIT Available with Generic 3 switches with the EAS feature However top database items are significant only for Generic 3 switches and the ECS with EAS TSTAFFED TAVAILABLE TAGINRING TONACD TINACW TINAUX TOTHER This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 188 TYPE real time Database tables The TYPE real time item appears in the following database tables Agent tables The skill type p for primary or s for secondary associated with the SPLIT Available on Generic 3 switches with EAS vectoring feature Note For the ECS and later switch releases with the EAS feature skill level 1 will be represented by p skill level 2 by s and skill levels 3 16 by blank Users of more than 2 skill levels should use SKLEVEL items instead of SKILLTYPE items This is a status item UCID Database tables The UCID item appears in the following database tables Agent trace tables The UCID is the Universal Call Identifier a unique number assigned to this call segment within the customer network Require
150. cted or for which an exception occurred This will be zero if the trunk group carrying the call is not measured This is a cumulative item Malicious call trace exception table Trunk group number for which data was collected or for which an exception occurred This will be zero if the trunk group carrying the call is not measured This is a cumulative item The TKSTATE real time item appears in the following database tables Trunk tables The current state of the call Trunk states include IDLE SEIZED QUEUED CONN RING DABN FBUSY FDISC HOLD MBUSY UNKNOWN or as defined in Dictionary This is a status item Database Items and Calculations Database Items TONACD real time Database tables TONACDAUX OUT real time Database tables TONACDOUT real time Database tables Centre Vu CMS R3V8 Database Items and Calculations 2 182 The TONACD item appears in the following database tables Split skill tables The number of top agents logged into the skill who are on inbound and outbound ACD calls for the skill Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS TONACD includes TONACDOUT This is a status item The TONACDAUXOUT item appears in the following database tables Split skill tables The number of top agents logged into the skill who are on AUXOUT calls wit
151. ctor command or on the ECS and Generic 3 switches a split skill call for a nonvector controlled split that received a busy indication from the switch because the split queue was full For Generic 3 Version 2 and Generic 3 switches and newer switches forced disconnect calls are VDN calls that are disconnected by the switch due to the execution of a disconnect vector command For the ECS and Generic 3 Version 2 and later Generic 3 switches forced disconnect calls also include calls disconnected because of the vector disconnect timer or because they reached the end of vector processing without being queued Other calls include any other calls that do not fall into categories such as answered or abandoned See definitions for individual tables for OTHERCALLS Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DISPPRIORITY Database tables DISPSKLEVEL Database tables DISPSPLIT Database tables 2 68 The DISPPRIORITY item appears in the following database tables Call record tables Priority the call had at its disposition in this segment Priorities can be 1 NO or 2 YES without vectoring or 3 LOW 4 MED 5 HIGH or 6 TOP with vectoring If the call never gets queued to a split skill the priority will not be set For the ECS and Generic 3 switches with vectoring calls directed to split skills using route to or messaging split skill commands and calls directly routed to s
152. cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items LOOKFLOW CALLS Database tables LOWCALLS Database tables 2 122 VDN tables The number of look ahead interflow attempts for calls in this VDN Available on Generic 3 switches and on the ECS with the vectoring and look ahead interflow features LOOKATTEMPTS includes LOOKFLOWCALLS This is a cumulative item The LOOKFLOWCALLS item appears in the following database tables Vector tables Number of INTERFLOWCALLS that were redirected by way of the Lookahead Interflow feature Available on Generic 3 switches with the Lookahead Interflow feature This is a cumulative item VDN tables Number of INTERFLOWCALLS that were redirected by way of the Lookahead Interflow feature Available on Generic 3 switches with the Lookahead Interflow feature This is a cumulative item The LOWCALLS item appears in the following database tables Split skill tables For switches with vectoring this is the number of ACDCALLS with low priority that were answered by this split skill For switches without vectoring this is the number of ACDCALLS with no priority that were answered by this split skill This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items MALICIOUS real time Database tables MAXINQUEUE Database tables MAXOCWTIME
153. d the split skill call forwarding was active aringing ACD call was answered using call pickup aringing ACD call redirected on no answer For Generic 3 switches with vectoring the number of outflow calls are counted if aringing ACD call redirected on no answer the call rang at an agent in this split skill and was answered using call pickup the call was routed to another VDN the call routed to a number or digits the call queued to a messaging split skill the call queued to this split skill as the primary split skill and was answered by an agent in another split skill rang at an agent in another split skill and then abandoned or was redirected by the Redirection on No Answer feature for Generic 3 Version 2 and later switch releases For Generic 3 Version 2 switches this is the number of CALLSOFFERED that were redirected to another destination while queued to this split skill This can happen by requeueing to the same split skill via the Redirect on No Answer feature OUTFLOWCALLS includes INTERFLOWCALLS NOANSREDIR and SLVLOUTFLOWS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OUTFLOWTIME Database tables 2 143 Vector tables The number of INCALLS that were redirected to another destination by way of a go to vector command or by a route to or adjunct routing command to a destination other than a spli
154. d for the releases shown but the values are only meaningful for Generic 3 EAS releases with skill level distribution of calls Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 203 Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS ABNTIME ACD ACD_RELEASE ACDAUXOUTCALLS ACDCALLS ACDONHOLD ACDTIME ACWINCALLS ACWINTIME ACWOUTADJCALL ACWOUTCALLS ACWOUTOFFCALLS ACWOUTOFFTIME ACWOUTTIME ACWTIME 0X 0X 0X X X X X X X X X 0X X X X X X X X X X X X X X X X X X X X X X X X X X X AGDURATION AGSTATE AGTIME ANSRINGTIME ASSIST ASSISTS AUXINCALLS AUXINTIME AUXOUTADJCALLS AUXOUTCALLS AUXOUTOFFCALLS X XJ X XI XxX X X X X X X XI X XxX X X XI 0X XI 0X 0X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Xx 2X X 0X 0X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 204 Database
155. d wait time priority low Trunk group exception table The type of exception that occurred Value Type 50 Time trunk in use min 51 Time trunk in use max 52 Number of trunks in use 53 Time any trunk maintenance busy 54 Number of trunks maintenance busy 55 Length of time all trunks busy 56 Number trunk failures in group 57 Number failures on a single trunk 58 Audio difficulty on a trunk This is a cumulative item VDN exception table The type of exception that occurred Value Type 2 Time at agent min 3 Time at agent max 30 Number calls in an ACD split queue 32 Number calls abandoned while in vector 33 Number calls that flowed into VDN Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items FAGINRING real time Database tables 2 78 34 Number calls that flowed out of VDN 35 Number calls interflowed out of VDN 37 Number calls handled by backup split 71 Time in vector max 72 Number calls forced busy 73 Number calls disconnected 74 Number unsuccessful lookahead attempts 75 Adjunct routing 76 Rolling average speed of answer This is a cumulative item Vector exception table The type of exception that occurred Value Type 30 Number calls in an ACD split skill queue 32 Number calls abandoned while in the vector 72 Number calls forced busy 73 Number calls disconnected 74 Number un
156. database tables Split skill tables Time during the collection interval that POSITIONS spent dialing and talking on AUXOUT calls with a split skill ACD call for this split skill on hold Note In a multiple call handling environment with agents in multiple skills the ACD call for this skill must have been the last ACD call to have been put on hold before the agent made the AUXOUT call Available on Generic 3 switches This is a cumulative item Agent tables The time during the collection interval that the agent spent dialing and talking on AUXOUT calls with at least one split skill or direct agent ACD call for this split skill with the call on hold Available on Generic 3 switches This is a cumulative item The ACDOTHERTIME item appears in the following database tables Split skill tables Time during the collection interval that POSITIONS spent in the OTHER state dialing an outgoing call with a Generic 3 switch with a ringing extension call with Generic 3 switch or with calls on hold and with no other state selected with a split skill ACD call on hold Available on Generic 3 switches This is a cumulative item Agent tables The time during the collection interval that the agent spent in the OTHER state dialing an outgoing call with a ringing personal call Generic 3 switches or with calls on hold and with no other state selected with at least one split skill or direct agent ACD call on hold Available on Generic 3
157. database items that start with LOOK Look ahead interflow calls are a subset of interflow calls For the Generic 3 switches CentreVu CMS tracks hold time transfers and conferences for personal calls non ACD or extension calls for the G3 switches With this feature CentreVu CMS is allowed to separately track AUXIN and AUXOUT time for calls made and received when an agent has an ACD call on hold These calls are now distinguished from time spent on other AUXIN or AUXOUT calls Also for Generic 3 switches in the VDN tables connect calls abandoned calls and their times will be tracked for calls that route to an extension Call pickup calls are tracked as personal calls even if an ACD call is picked up by an agent in the same split skill Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 18 Data Tracking Personal Call Tracking offers the following data tracking capabilities Capabilities Data is available for calls on hold time for calls on hold and calls abandoned from hold Without personal call tracking time for calls on hold was counted as talk time Centre Vu CMS split and agent data reflect calls made while another call is on hold When an agent places a call on hold the agent returns to his or her previous state before the call unless the previous state was AVAIL If the agent was in the AVAIL state the agent is placed in the OT
158. database tables Split skill tables The number of reserve1 agents with this skill ACD call ringing 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R1AVAILABLE item appears in the following database tables Split skill tables The number of reserve1 agents who are available to take a call 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R1INACW item appears in the following database tables Split skill tables The number of reserve1 agents in ACW for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items R1INAUX real time Database tables R1ONACD real time Database tables R1OTHER real time Database tables 2 151 The R1INAUX item appears in the following database tables Split skill tables The number of reserve1 agents in AUX work for this skill 0 999 Requires DEFINITY ECS R6 or later with EAS This is a real time item The R1ONACD item appears in the following database tables Split skill tables The number of reserve1 agents on ACD calls for this skill 0 999 Requires DEFINITY ECS R6 or later with EAS This is a real time item The R1OTHER item appears in the following database tables Split skill tables The number of reserve1 agents in the OTHER work state for this skil
159. database tables Trunk group tables Amount of time from trunk seizure until OUTCALLS completed at the far end Available on Generic 3 switches This is a cumulative item The SHORTCALLS item appears in the following database tables Trunk group tables The number of inbound and outbound calls that occupied a trunk in the trunk group for less than 2 seconds and that did not queue to a split skill forward to a split skill get answered by an agent get a forced busy or forced disconnect from the switch or produce a trunk failure or maintenance busy Note that SHORTCALLS includes both inbound and outbound calls Therefore OTHERCALLS O OTHERCALLS may each include some SHORTCALLS This is a cumulative item Trunk tables The number of inbound and outbound calls that occupied a trunk for less than 2 seconds and that did not queue to a split skill forward to a split skill get answered by an agent get a forced busy or forced disconnect from the switch or produce a trunk failure or maintenance busy Note that SHORTCALLS includes both inbound and outbound calls Therefore OTHERCALLS OTHERCALLS may each include some SHORTCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SKILL1 3 Database tables SKILLACWTIME 1 3 Database tables SKILLCALLS1 3 Database tables SKILLTIME1 3 Database tables 2 164 The SKILL1 3 it
160. disconnect Requires vectoring for multiple split skill queueing on a Generic 3 switch This is a cumulative item DEQUETIME Database tables The DEQUETIME item appears in the following database tables Split skill tables Amount of time DEQUECALLS waited in this split skill queue before dequeuing Requires vectoring for multiple split skill queueing on a Generic 3 switch This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DESTINATION real time Database tables DIALED_NUM Database tables 2 63 The DESTINATION real time item appears in the following database tables Agent tables The type of outbound call destination for the call the agent is active on for any split skill Valid values can be PBX internal call OFF external call or as defined in the Dictionary If the agent is not on an outbound call the value is blank This is a status item The DIALED_NUM item appears in the following database tables Call record tables Number the caller dialed up to 24 digits This will be the VDN for inbound vectoring calls blank for inbound calls without vectoring and dialed digits for outbound calls Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DIGITS_DIALED Database tables DIRECTION real time Database tables 2 64 The DIGITS_DIALED item appears in the following
161. does not include HOLDTIME This time is included in AUXOUTTIME Available for external calls on Generic 3 switches This is a cumulative item The AUXOUTTIME item appears in the following database tables Split skill tables Talk time of all AUXOUTCALLS AUXOUTTIME does not include time spent on hold on Generic 3 switches AUXOUTTIME includes AUXOUTOFFTIME This is a cumulative item Agent tables The talk time of all AUXOUTCALLS AUXOUTTIME includes AUXOUTOFFTIME AUXOUTOFFCALLS and AUXADJCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXREASON real time Database tables AVAILABLE real time Database tables AVGAGSERV Database tables 2 36 The AUXREASON item appears in the following database tables Agent tables The reason code associated with the agent s current state This is blank if the agent is not in the AUX state For agents in AUX on switch releases that are earlier than the ECS or that do not have EAS and reason codes active this will be 0 zero This is a status item Agent trace tables Reason code associated with the agent s state This is blank if the agent is not in the AUX state For agents in AUX on switch releases that are earlier than the ECS or that do not have EAS and reason codes active this will be 0 zero The AVAILABLE real time item appears in the following database tables
162. ds for this type of call Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items REASON Database tables REASON CODE Database tables RECONNECT Database tables 2 155 The REASON item appears in the following database tables Data collection exception table The reason for the interruption of data collection The reasons may be as follows Value Reason 91 Data collection started 92 Data collection of new translations started 93 Data collection turned off 94 Data collection busied out 95 Data collection timed out 96 Data collection clock was reset 97 Data collection session down This is a cumulative item The REASON_CODE item appears in the following database tables Agent exception table The reason code that the agent was in when the exception occurred This is a cumulative item The RECONNECT item appears in the following database tables Agent trace tables This event represents the agent reconnecting to the call after putting it on hold Available on Generic 3 switches Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items RETURNCALLS Database tables RINGCALLS Database tables 2 156 The RETURNCALLS item appears in the following database tables VDN tables Number of calls that reached this VDN via the VDN return destination feature Available on Generic 3 Version 3 and newer s
163. e and an announcement has played or the trunk is not a CO trunk Also on Generic 3 switches BUSYCALLS can occur if a call is routed to a direct agent with coverage set to yes the agent is not logged in and there is no coverage path administered and an announcement has played or the trunk is not a CO trunk This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BUSYTIME Database tables CALLER_HOLD Database tables 2 47 VDN tables The number of INCALLS that were given a busy signal by the switch This can occur on all switches via the busy vector command On Generic 3 switches and the ECS BUSYCALLS can occur if a call is routed to a split skill with coverage set to yes where there are no agents available the queue is full or there is no queue there is no coverage and an announcement has played or the trunk is not a CO trunk Also on Generic 3 switches and the ECS BUSYCALLS can occur if a call is routed to a direct agent with coverage set to yes the agent is not logged in and there is no coverage path administered an announcement has played or the trunk is not a CO trunk This is a cumulative item The BUSYTIME item appears in the following database tables Split skill tables Time callers waited in queue until hearing a busy tone for all BUSYCALLS This is a cumulative item Vector tables The time callers waited in queue until
164. e busy This is a status item The MBUSYTIME item appears in the following database tables Trunk group tables The total time during the collection interval that trunks in the trunk group were maintenance busy This is a cumulative item Trunk tables The total time during the collection interval that this trunk was maintenance busy This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items MCT Database tables MEDCALLS Database tables MOVEPENDING real time Database tables 2 126 The MCT item appears in the following database tables Agent trace tables The agent activated a malicious call trace Available on Generic 3 switches The MEDCALLS item appears in the following database tables Split skill tables For switches with vectoring the number of ACDCALLS with medium priority that were answered by agents in the split skill For example answered calls that were queued to the split skill with medium priority by a queue to main or check backup vector command For Generic 3 with vectoring MEDCALLS includes calls that were queued to a split skill with no priority using the route to or messaging split vector commands calls that queued directly to a non vector controlled split with no priority and calls that intraflowed to a split skill with no priority For switches without vectoring the number of ACDCALLS with yes priority that
165. e ACW button while not on an ACD call However both ACWINTIME and ACWOUTTIME do include time spent on calls made or received while in ACW not associated with an ACD call Therefore the sum of ACWINTIME and ACWOUTIME may be greater than ACWTIME ACWTIME includes ACWINTIME ACWOUTTIME DA ACWTIME and O ACWTIME This is a cumulative item VDN tables The time that agents spent in ACW associated with ACDCALLS ACWTIME includes SKILLACWTIME 1 3 This is a cumulative item Call work codes tables Time that the agent spent in ACW for ACDCALLS that were associated with this call work code This is a cumulative item Call record tables The time spent in seconds in ACW associated with this call by the answering agent in this segment The ADJATTEMPTS item appears in the following database tables Vector tables The number of adjunct routing attempts for calls in this VECTOR Available on the ECS and Generic 3 switches with the ASAI feature ADJATTEMPTS includes ADJROUTED This is a cumulative item VDN tables The number of adjunct routing attempts for calls in this VDN ADJATTEMPTS includes ADJROUTED Available on the ECS and Generic 3 switches with the ASAI gateway This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ADJROUTED Database tables ADJUNCTOUT real time Database tables 2 24 The ADJROUTED item appears in the following dat
166. e DISPIVECTOR item appears in the following database tables Call record tables Number of the first vector associated with the disposition VDN DISPVDN Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DISPOSITION Database tables 2 67 The DISPOSITION item appears in the following database tables Call record tables Represents the call disposition and indicates whether the call in the segment was 1 connected CONN non ACD call to a measured agent 2 answered ANS split skill or direct agent call answered by an agent 3 abandoned ABAN 4 interflowed IFLOW 5 forced busy FBUSY 6 forced disconnect FDISC 7 other OTHER A connected call is a non ACD call to a measured agent for which CMS receives an indication that the call was connected An answered call is any split skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent and was not a phantom abandon An abandoned call is any ACD call in which a caller hangs up before receiving an answer from an agent and for which CMS receives notification that the caller abandoned Phantom abandons PHANTOMABNS are included as abandoned calls Interflowed calls are calls that are interflowed to an off switch destination Forced busy calls are calls that CMS records as BUSYCALLS for the trunk group that carried them These calls can be VDN calls that received a forced busy from the ve
167. e Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 208 Database Item ponte G3V4 ECSR5 ECS R6 ECS R7 ECS R8 WORKMODE X X X X X X WORKSKLEVEL EAS EAS EAS EAS EAS EAS WORKSKILL X X X X X WORKSPLIT X X X X X X WORKSPLIT2 3 X X X X X WORKSPLIT4 X X X X X X WORKSPLIT5 EAS EAS EAS EAS WORKSPLIT6 20 EAS EAS EAS EAS Trunk group database items The following table lists the Trunk Group database items are supported by each of the switch releases Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS ABNQUECALLS ABNRINGCALLS ABNVECCALLS ACD index ACDCALLS ADJUNCTOUT ALLINUSE ALLINUSETIME AUDIO BH_ABNCALLS BH_ACDCALLS BH_ALLINUSETIME BH_BUSYCALLS BH_DISCCALLS X X X X X Xx X X X X X X Xx X X X X X X Xx X X X X X X X X Xx 2X XJ X XI X X X X X X X Xx X X X X X X X Xx Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Switch cross reference 2 209 Database Item puis G3V4 ECS R5 ECS R6 ECS R7 ECS R8 BH_INCALLS BH_INTIME BH_OABNCALLS BH_OACDCALLS
168. e agents also appear in TINACW Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item The TONAUXIN item appears in the following database tables Split skill tables The number of top agents that are in AUX work or AVAILABLE For Generic 3 switches including agents with an ACD or AUXIN AUXOUT call attributed to this split skill on hold and on inbound extension calls However top database items are only significant for Generic 3 switches and the ECS with EAS Available with Generic 3 This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 184 TONAUXOUT real time Database tables The TONAUXOUT item appears in the following database tables Split skill tables The number of top agents that are in AUX work or AVAILABLE For Generic 3 switches including agents with an ACD or AUXIN AUXOUT call attributed to this split skill on hold and on inbound extension calls Available with Generic 3 switches However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item TOPCALLS Database tables The TOPCALLS item appears in the following database tables Split skill tables The number of ACDCALLS with top priority that were answered by agents in this split skill Available
169. e no direct impact on CMS since CMS does not keep track of the most idle agent The Multiple Call Handling feature allows an ACD agent to put a call on hold and push the Auto In or Manual In key to take another ACD call Centre Vu CMS tracks the hold state as a call state not an agent state This means that hold time is counted for each call For example an agent who places two calls on hold for 5 minutes to answer a third accrues 10 minutes hold time for the two calls in the space of only 5 minutes on the clock Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 23 Forced Multiple Call Handling G3V4 Hold Tracking G3 Ringing G3 Transfer Tracking Conference Tracking G3 Call Pickup The Forced Multiple Call Handling feature in Generic 3 Version 4 switches allow an ACD call to ring at an agent s voice terminal even if that agent is already talking on an ACD call In this case the agent continues to accrue talk time until the agent puts the current call on hold or releases it CentreVu CMS tracks and reports hold state for calls put on hold for Generic 3 switches This means that CentreVu CMS is notified when an agent puts a call on hold For Generic 3 switches CentreVu CMS tracks all calls put on hold CentreVu CMS displays the number of agents with split skill ACD calls and direct agent calls ringing at their voice termina
170. e number of direct agent and split skill ACD calls on hold for the agent Available on Generic 3 switches This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACDTIME Database tables ACTIVECALLS real time Database tables 2 18 The ACDTIME item appears in the following database tables Split skill tables Talk time of all ACDCALLS ACDTIME includes but does not include HOLDTIME This is a cumulative item Agent tables The talk time of all ACDCALLS ACDTIME includes ACDTIME It does not include HOLDTIME This is a cumulative item VDN tables The talk time of all ACDCALLS not including HOLDTIME ACDTIME includes SKILLTIME1 SKILLTIME2 SKILLTIMES This is a cumulative item Call work codes tables Talk time of all ACDCALLS not including HOLDTIME associated with this call work code This is a cumulative item The ACTIVECALLS real time item appears in the following database tables VDN tables The switch generated count of the number of active calls in the VDN This includes only incoming trunk calls directly to the VDN It does not include internal calls to the VDN transfers to the VDN or calls that route to the VDN or redirect from ringing to the VDN after having been through another VDN Available on the Generic 3 Version 4 and later switch and on the ECS with the vectoring feature This is a statu
171. e on Generic 3 switches This is a cumulative item Vector tables The number of split skill or direct agent ABNCALLS that were abandoned while ringing at an agent position Available on Generic 3 switches and on the ECS This is a cumulative item VDN tables The number of split skill and direct agent ABNCALLS that were abandoned by the caller while ringing at an agent position Available on Generic 3 switches and on the ECS This is a cumulative item The ABNTIME item appears in the following database tables Split skill tables Time callers spent waiting in queue and ringing at an agent s voice terminal before abandoning the call For phantom abandons ABNTIME includes the time until the agent releases the call This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ABNVECCALLS Database tables 2 12 Agent tables The time split skill ACD callers waited while ringing the agent s voice terminal before the call was abandoned For Generic 3 switches ABNTIME includes the time until the agent releases the call for phantom abandoned calls Also available on Generic 3 switches This is a cumulative item Vector tables The time caller waited while vector steps were executed the call was queued and ringing before abandoning For phantom abandons ABNTIME includes the total time until the agent releases the call This is a cumulative item
172. e vector time BUSY_DISCONNECT BUSYCALLS DISCCALLS Number of calls that were busy and disconnected CALLS_PER_POS 60 INTRVL ACDCALLS STAFFTIME Calls per position staffed CALLS_PER_POS_SUM sum 60 INTRVL sum ACDCALLS sum _STAFFTIME Total calls per position CALLS_WAITING INQUEUE INRING Number of calls ringing and queued for split skill CCS_TIME_INBOUND sum I_INOCC 100 CCS trunk time attributed to inbound calls CCS_TIME_OUTBOUND sum I_OUTOCC 100 CCS trunk time attributed to outbound calls DEDICATED_AGENT FTE_AGENTS TSTAFFED The number of agents considered dedicated to this skill EXT CALL IN ACWINCALLS AUXINCALLSO Incoming extension calls EXT CALL OUT ACWOUTCALLS AUXOUTCALLS Outgoing extension calls Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 233 Calculation Name Calculation Description TIME 1 ACWINTIME AUXINTIME Time on incoming extension calls EXT OUT TIME ACWOUTTIME Time on outgoing AUXOUTTIME extension calls FACTIVE AG FAGINRING FONACD FINACW The number of flex agents on ACD calls ringing or in ACW for this skill FTE AGENTS PERCENTS 100 The number of full time equivalent agents staffed for this skill FTEA AVAUX L AVAILTIME A
173. ears in the following database tables Agent tables The time spent by callers in direct agent queue and ringing before being answered Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item DA INACW real time Database tables The DA INACW real time item appears in the following database tables Split skill tables Current number of POSITIONS that are in after call work associated with direct agent calls This includes agents who are on ACWIN ACWOUT calls DA INACW is a subset of OTHER Note The total number of agents in after call work INACW DA INACW Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_INQUEUE real time Database tables DA_INRING real time Database tables 2 58 The DA_INQUEUE real time item appears in the following database tables Split skill tables Current number of direct agent ACD calls waiting in this split s skill s queue Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item Agent tables The current number of direct agent calls waiting in any split skill s queue for this agent Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item The DA INRING real time ite
174. ect agent ACD calls or abandoned These include forced busy calls forced disconnect calls calls that were connected to a non ACD destination short inbound calls calls that outflowed off the switch and calls with unknown dispositions OTHERCALLS includes BUSYCALLS DISCCALLS SHORTCALLS and CONNECTCALLS OTHERCALLS INCALLS ACDCALLS ABNCALLS This is a cumulative item Trunk tables The number of INCALLS carried by this trunk that were not answered as split skill or direct agent ACD calls or abandoned These include forced busy calls forced disconnect calls calls that were connected to a non ACD destination short inbound calls and calls with unknown dispositions OTHERCALLS includes BUSYCALLS DISCCALLS SHORTCALLS and CONNECTCALLS OTHERCALLS INCALLS ACDCALLS ABNCALLS This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OTHERTIME Database tables 2 140 Vector tables The number of INCALLS that were redirected out of the vector given a busy signal or were disconnected OTHERCALLS includes BUSYCALLS DISCCALLS and OUTFLOWCALLS OTHERCALLS INCALLS ACDCALLS ABNCALLS This is a status item VDN tables Number of calls that were given a forced busy forced disconnect or outflowed from the switch and non ACD calls that were answered CONNECTCALLS OTHERCALLS includes BUSYCALLS CONNECTCALLS DISCCALLS and OUTFLOWCALLS OTHERCALL
175. ected calls that outflowed off the switch short inbound calls and inbound calls of unknown disposition This is a busy hour item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BH OUTCALLS Database tables BH OUTTIME Database tables BH STARTTIME Database tables 2 44 The BH OUTCALLS item appears in the following database tables Trunk group tables The number of outgoing calls carried by the trunk group that completed during the busy hour BH OUTCALLS includes BH OABNCALLS BH OACDCALLS and BH OOTHERCALLS This is a busy hour item The BH OUTTIME item appears in the following database tables Trunk group tables The trunk holding time of all outgoing calls carried by the trunk group that completed during the busy hour This is a busy hour item The BH STARTTIME item appears in the following database tables Trunk group tables The starting time of the hour for which busy hour data was collected The busy hour is that set of contiguous intervals during the day totaling an hour in which the trunk holding time for the trunk group was a maximum This is a busy hour item VDN tables The starting time of the hour for which busy hour data was collected The busy hour is that set of contiguous intervals comprising a total of one hour in which the number of INCALLS to the VDN was a maximum This is a busy hour item Database Items and Calculations Ce
176. ed csplit Split Skill data for the current interval psplit Split Skill data for the previous interval cagent Agent data for the current interval pagent Agent data for the previous interval ctkgrp Trunk group data for the current interval ptkgrp Trunk group data for the previous interval ctrunk Trunk data for the current interval ptrunk Trunk data for the previous interval cvector Vector data for the current interval pvector Vector data for the previous interval cvdn VDN data for the current interval pvdn VDN data for the previous interval CCWC Call Work Code CWC data for the current interval pcwc CWC data for the previous interval Introduction Database Table Names Historical Database Tables Centre Vu CMS R3V8 Database Items and Calculations 1 14 The following table lists historical database tables and the data stored in Name Data Stored hsplit Split Skill data for each intrahour interval dsplit Split Skill data summarized by day wsplit Split Skill data summarized by week Split Skill data summarized by month hagent Agent data for each intrahour interval dagent Agent data summarized by day wagent Agent data summarized by week magent Agent data summarized by month htkgrp Trunk group data for ea
177. ed into multiple splits skills and doing work for a split skill other than this one on an ACD call or in ACW or ACD calls ringing For Generic 3 while in Auto in or Manual In mode the agent put any call on hold and has performed no further action the agent is on a direct agent call or in ACW for a direct agent call the agent is dialing to place a call or to activate a feature an extension call or a direct agent ACD call is ringing with no other activity For Generic 3 EAS with multiple call handling agents are available for other multiple call handling skills Agent POSITIONS will show up in TOTHER directly after the link to the switch comes up and directly after the agents log in before the CentreVu CMS is notified of the agent s work state Available with Generic 3 switches with the EAS feature However top database items are only significant for Generic 3 switches and the ECS with EAS TOTHER includes TDA_INACW and TDA_ONACD This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TRANSFERRED Database tables 2 186 The TRANSFERRED item appears in the following database tables Split skill tables The number of ACDCALLS that were transferred to another destination For Generic 3 switches includes all split skill calls transferred This is a cumulative item Agent tables Number of calls the agent transferred to another destination Note tha
178. eive updated versions of individual documents or document sets billed to account information that you provide For more information on Standing Orders or to be put on a list to receive future issues of this document please contact the Lucent Technologies Publications Center Warranty Lucent Technologies provides a limited warranty on this product Refer to the Limited use Software License Agreement card provided with your package European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that XXX equipment specified in this document conforms to the referenced European Union EU Directives and Harmonized Standards listed below EMC Directive 89 336 EEC Low Voltage Directive 73 23 The CE mark affixed to the equipment means that it conforms to the above Directives Disclaimer Intellectual property related to this product including trademarks and registered to AT amp T Corporation has been transferred to Lucent Tech nologies Incorporated Any references within this text to American Telephone and Telegraph Corporation or AT amp T should be interpreted as references to Lucent Tech nologies Incorporated The exception is cross references to books pub lished prior to December 31 1996 which retain their original AT amp T titles Heritage Statement Lucent Technologies formed as a result of AT amp T s planned restructur ing designs builds and delivers a wide range o
179. elivered 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 Calls answered in the main split skill can then be calculated as ACDCALLS BACKUPCALLS However this calculation does not include direct agent calls BACKUPCALLS includes messaging split skill calls check backup calls and calls that route to a split skill or direct agent either by the route to vector command or by adjunct routing Calls that are redirected back to the split skill using the Redirection on No Answer feature and then answered are also counted as BACKUPCALLS NOTE The Redirect on No Answer to VDN routing feature is available on the DEFINITY ECS Available on Generic 3 switches and the ECS with the vectoring feature This is a cumulative item The BH ABNCALLS item appears in the following database tables Trunk group tables The number of incoming calls carried by the trunk group that abandoned during the busy hour This is a busy hour item VDN tables The number of INCALLS that were abandoned by callers during the busy hour This is a busy hour item Database Items and Calculations Centre Vu CMS R3V8 Database I
180. em appears in the following database tables VDN tables First second and third VDN skill assigned to this VDN Available on Generic 3 and newer switches and on the ECS with EAS This is an administrative item The SKILLACWTIME1 3 item appears in the following database tables VDN tables ACW time spent by agents for calls answered in each VDN skill preference Available on Generic 3 switches with EAS This is a cumulative item The SKILLCALLS1 3 item appears in the following database tables VDN tables Number of calls answered by agents in each VDN skill preference Available on Generic 3 Version 2 switches with EAS This is a cumulative item The SKILLTIME1 3 item appears in the following database tables VDN tables Time agents spent talking on calls they answered in each VDN skill preference Available on Generic 3 switches with EAS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SKILLTYPE Database tables SKILLTYPE2 4 Database tables 2 165 The SKILLTYPE item appears in the following database tables Agent tables This is a real time item The type p for primary or s for secondary of the first skill that the agent logged into Requires Generic 3 Version 2 switches with EAS Note For the ECS and newer switches with the EAS feature skill level 1 will be represented by p skill level 2 by s and skill levels 3 16
181. end answered Available on Generic 3 switches This is a cumulative item CONFERENCE Database tables The CONFERENCE item appears in the following database tables Split skill tables Number of ACDCALLS that were conferenced at least once Available on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items CONNECT CALLS Database tables CONNECTTIME Database tables 2 51 Agent tables The number of times the agent completed a conference that is pushed the conference key a second time Available on Generic 3 switches This is a cumulative item Agent trace tables Agent activated a conference Available on Generic 3 switches Call record tables Whether or not the answering agent initiated a conference on this segment Valid values for CONFERENCE are 0 1 YES Available on the ECS and Generic 3 switches The CONNECTCALLS item appears in the following database tables Trunk group tables The number of INCALLS that were answered at a station and were not split skill or direct agent ACD calls This is a cumulative item VDN tables Number of non ACD INCALLS that were delivered to a station extension other than a VDN or direct agent login ID by a route to or adjunct routing vector command and did not abandon CONNECTCALLS includes ANSCONNCALLS 1 10 This is a cumulative item The CONNECTTIME item appears i
182. end released Requires an ECS with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA_SKILL item appears in the following database tables Agent tables The skill currently assigned as the agent s direct agent skill Direct agent calls to the agent are queued to this skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item The DACALLS_FIRST item appears in the following database tables Agent tables Indicates if a percent allocated agent PCNT has requested direct agent calls first Values are 1 YES OZNO Requires a DEFINITY ECS R6 or later with EAS This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 62 DEFLECTCALLS Database tables The DEFLECTCALLS item appears in the following database tables Vector tables The number of calls deflected to the network through BSR Requires the DEFINITY ECS R6 and later This is a cumulative item VDN tables Number of calls that were deflected to the network by BSR Requires the R6 and later ECS This is a cumulative item DEQUECALLS Database tables The DEQUECALLS item appears in the following database tables Split skill tables Number of calls that queued to this split skill as a nonprimary split skill but whose disposition was recorded in another split skill as answered abandoned outflowed busy or forced
183. eneric 3 and later switches a busy is given because a non vector controlled split has a full queue no queue and no available agents or no agents that are staffed This is a cumulative item Trunk tables The number of INCALLS that were given a busy signal by the switch This can occur on all switches via the busy vector command On Generic 3 switches without vectoring BUSYCALLS can occur if a call is routed to a split skill with coverage set to yes where there are no agents available the queue is full or there is no queue there is no coverage and an announcement has played or the trunk is not a CO trunk Also on Generic 3 switches BUSYCALLS can occur if a call is routed to a direct agent with coverage set to yes the agent is not logged in and there is no coverage path administered and an announcement has played or the trunk is not a CO trunk BUSYCALLS can occur on Generic 3 switches without vectoring when a split queue is full or there are no queue slots no busy coverage is administered and an announcement has played or the trunk is not a CO trunk This is a cumulative item Vector tables The number of INCALLS that were given a busy signal by the switch This can occur on all switches when the busy vector command is executed On Generic 3 switches BUSYCALLS can occur if a call is routed to a split with coverage set to yes where there are no agents available the queue is full or there is no queue there is no coverag
184. ere in AUX mode This includes time on AUXIN AUXOUT calls received or made without an ACD call on hold Time on AUXIN AUXOUT calls with an ACD call on hold is tracked in ACDAUXINTIME and ACDAUX OUTTIME Available with a Generic 3 switch with the EAS feature for top skills This is a cumulative item The _TAVAILTIME item appears in the following database tables Split skill tables The time top agents in this split skill were available to receive calls for this split skill Available with a Generic 3 switch with the EAS feature for top skills This is a cumulative item _TOTHERTIME item appears in the following database tables Split skill tables Time in seconds that top agents spent in the OTHER state Available on the DEFINITY ECS R6 and later This is a cumulative item The DIGITS item appears in the following database tables Malicious call trace exception table Information Indicator digits Indicates type of originating line the call used This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ILN Database tables INACW real time Database tables INAUX real time Database tables 2 105 The ILN item appears in the following database tables VDN tables Internal line number ILN of the VDN extension The ILN is used internally by the CMS to track data about a VDN This is an administrative item T
185. ered abandoned gets a forced busy or forced disconnect Available on Generic 3 switches with vectoring This is a status item Call record tables Second and third split skill the call was also queued to in the first VDN with which it was associated in the call segment Applies to Generic 3 switches with vectoring only The STAFFED real time item appears in the following database tables Split skill tables Current number of POSITIONS that are staffed logged in STAFFED AVAILABLE AGINRING ONACD INACW INAUX OTHER This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items STARTED real time Database tables STARTTIME Database tables 2 171 The STARTED real time item appears in the following database tables Agent tables Time of day that WORKMODE began Valid values for STARTED are NULL and time of day This is a status item Trunk tables The time of day that TKSTATE started Valid values are NULL and time of day This is a status item The STARTTIME item appears in the following database tables Split skill tables Start time of the interval for which data was collected STARTTIME applies only to the interval table This is a row identifier item Agent tables The start time for the interval for which data was collected STARTTIME applies only to the Interval table This is a row identifier item Trunk group tables
186. es and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient the receiving television or radio antenna where this may be done safely To the extent possible relocate the receiver with respect to the telephone equipment Where the telephone equipment requires ac power plug the telephone into a different ac outlet so that the telephone equip ment and receiver are on different branch circuits Part 15 Personal Computer Statement This equipment has been certi fied to comply with the limits for a Class B computing device pursuant to Subpart J of Part 15 of FCC Rules Only peripherals computing input output devices terminals printers etc certified to comply with the Class B limits may be attached to this computer Operation with noncertified peripherals is likely to result in interference to radio and television recep tion Part 68 Answer Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper answer supervision sig naling is in viol
187. es dcwc Weekly Call Work Codes and Monthly Call Work Codes mcwc tables except as noted The indexes are ROW DATE and CWC Database Items and Calculations General information Agent login logout database items Overview Agent trace database items Overview Optional database items Current day configuration database items Overview Centre Vu CMS R3V8 Database Items and Calculations 2 6 The Agent Login Logout database item descriptions are historical items specific to the Agent Login Logout haglog table The indexes are SPLIT and ROW_DATE The Agent Trace database item descriptions Table F are historical items specific to the Agent Trace ag_actv table The indexes are LOGID and ROW_DATE The Optional database items collect data only when those items are selected in the CentreVu CMS System Setup Agent Trace Record Contents window and are not used in any standard reports To receive a report containing optional Agent Trace historical database items a custom report must be created The Current Day Configuration database item descriptions are historical items used specifically to collect values entered in the Forecast Current Day window They apply to the Current Day f_cday table The indexes are ACD ROW_DATE and SPLIT Database Items and Calculations General information Current day report database items Overview Forecast data Call record database items Overview Except
188. ess on back or you can fax the form to 303 538 2195
189. essed 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 l RINGTIME ACDOTHERTIME ACDAUX_OUTTIME ACDAUXINTIME ACWTIME STAFFTIME Tl AUXTIME ACDAUX OUTTIME 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 96 Agent Occup Group w o ACW 100 sum l RINGTIME ACDOTHERTIME ACDAUX_OUTTIME ACDAUXINTIME 5 AUXTIME ACDAUX_OUTTIME 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 Index Index Symbols WADA s ea ee e 2 239 Agent Occup Group wACW
190. f public and private net works communication systems and software consumer and business telephone systems and microelectronics components The world renowned Bell Laboratories is the research and development arm for the company Comments To comment on this document return the comment card at the front of the document Centre Vu CMS R3V8 Database Items and Calculations V CentreVu amp Call Management System Release 3 Version 8 Database Items and Calculations Table of Contents e uoo y mue Roe X ESL MU eee eee de den eae 1 Introduction 1 1 General Information 1 1 Introduction 1 1 How Database Items and Calculations Are Presented 1 2 Introduction d o amp Wow 1 2 Database Items 2 1 2 Database Tables 1 2 Index Database Items 1 3 Database Item Types s de do d eee ee 71 Sample Switch Cross Reference Table 5 el Calculations s s 1 5 Terminology oa W 4e e de GAB GR 424 1 6 Database Terminology des MS Database Table Names 1 13 Introduction ob Se ode de amp UR SS x Ald Real Time Table Names Br im o o o DT Historical Database Tables 1 14 Interactions with Switch Features and Tracking of Switch Capabilities 1 16 Introduction ces 1
191. gent and adjunct routing to a split skill or direct agent ACDCALLS includes BACKUPCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACDCALLS1 10 Database tables ACDONHOLD real time Database tables 2 17 VDN tables The number of split skill and direct agent ACD calls that were answered by an agent from queue to main check backup messaging split skill route to split skill or direct agent and adjunct routing to a split skill or direct agent ACDCALLS includes ACDCALLS1 10 ACCEPTABLE ANSCONNCALLS1 10 BACKUPCALLS and TRANSFERRED This is a cumulative item Call work codes tables Number of times this call work code was entered while an agent was on a split skill or direct agent ACD call or in call related ACW This is a cumulative item The ACDCALLS1 10 item appears in the following database tables Split skill tables Number of ACDCALLS during the collection interval that were answered in each of the service level increments PERIOD1 through PERIODO as defined on the Call Center Administration Call Profile window ACDCALLS10 is the number of calls answered after the last increment PERIODS Note If call profiles not set then the data gets stored into the first interval ACDCALLS1 This is a cumulative item The ACDONHOLD real time item appears in the following database tables Agent tables Th
192. gent ACD call on hold This includes calls made to transfer or conference the ACD call Available on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACDCALLS Database tables 2 16 The ACDCALLS item appears in the following database tables Split skill tables Number of CALLSOFFERED calls that were answered by an agent in the split skill ACDCALLS ACDCALLS1 ACDCALLS2 ACDCALLS3 ACDCALLS4 ACDCALLS5 ACDCALLS6 ACDCALLS7 ACDCALLS8 59 ACDCALLS10 ACDCALLS includes ACCEPTABLE ACDCALLS1 10 BACKUPCALLS CONFERENCE HIGHCALLS HOLDCALLS LOWCALLS MEDCALLS O_ACDCALLS TOPCALLS and TRANSFERRED This is a cumulative item Agent tables The number of calls that were queued to SPLIT and answered by this agent in this SPLIT ACDCALLS includes O ACDCALLS and ACD RELEASE This is a cumulative item Trunk group tables The number of INCALLS that were answered by an agent as a split skill or direct agent ACD call ACDCALLS includes BACKUPCALLS This is a cumulative item Trunk tables The number of INCALLS that were answered by an agent as a split skill or direct agent ACD call This is a cumulative item Vector tables The number of split skill and direct agent ACD calls that were answered by an agent from queue to main check backup messaging split skill route to split skill or direct a
193. gent ACD calls spent waiting to be answered in vector processing in queue and while ringing ANSTIME includes RINGTIME This is a cumulative item The ASA real time item appears in the following database tables Split skill tables The switch provided rolling average speed of answer for this split skill This value is sent to CentreVu CMS whenever it changes on the switch for example when a call is answered EWT and ASA should not be expected to match ASA gives a historical perspective while EWT changes constantly to match current conditions such as queue length and staffing changes Available with Generic 3 Version 4 switches for vectoring feature enhancements This is a status item VDN tables The switch provided rolling average speed of answer for this VDN This value is sent to CMS whenever it changes on the switch when a call is answered Available on Generic 3 Version 4 switches and on the ECS with vectoring This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ASSIST real time Database tables ASSIST_ACTV Database tables ASSISTS Database tables 2 31 The ASSIST item appears in the following database tables Agent tables This is a real time item A request for supervisor assistance is active for this agent for any split skill Values for ASSIST 0 1 YES This is a status item Call record tables Whe
194. gents may log in to in case the logon order changes during the collection interval AUXTIME includes AUXTIMEO AUXTIME1 9 I AUXINTIME and AUXOUTTIME SUM I AUXTIME sum TI AUXTIMEO AUXTIME1 AUXTIME2 TI TI AUXTIMEA TI AUXTIMES5 TI 6 AUXTIME7 AUXTIMES TI AUXTIME 9 over all splits skills the agent was logged into Requires an ECS with the EAS feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXTIMEO Database tables 1 9 Database tables 2 176 The item appears in the following database tables Agent tables The time the agent spent in AUX with reason code 0 zero This is time in system AUX for switches with AUX reason codes active It is the same as for switches without AUX reason codes active time is only stored for the skill logged to the longest TI time needs to be summed across the skills the agents may log in to in case the login order changes during the collection interval Requires an ECS with the EAS feature This is a cumulative item The AUXTIME 1 9 item appears the following database tables Agent tables The time the agent spent in AUX with reason codes 1 9 TI time is only stored for the skill logged in to the longest TI time needs
195. ges in CMS tracking of ACW time Timed ACW is tracked identically to manually entered ACW or ACW resulting from manaul in calls In the trunk trunk group and VDN tables the TIME items typically accumulate until the trunk drops at the end of the call unless the items are queue time or ring time or other similar items In the split skill and vector tables the TIME items typically accumulate until the call leaves the split skill vector and the disposition is known for example when the call outflows or when the caller starts hearing the forced busy This timer starts when the switch first seizes the trunk and is stopped when answer supervision is sent for the call If it times out the call is dropped by the switch and the CentreVu CMS counts the call as an abandoned call This timer is for switches in countries that lack disconnect supervision for trunks The assumption is that the caller abandoned long ago Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 30 Vector Disconnect Timer G3V2 and later VDN Active Calls Wait Answer Supervision Timer WAST The Vector Disconnect Timer is started when a call begins vector processing and stops when the call is routed successfully This means that the call rings at a destination or the trunk is connected to a destination In the case of adjunct routing the timer is stopped when the call i
196. h an ACD call for the skill on hold Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item The TONACDOUT item appears in the following database tables Split skill tables The number of top agents that are on outbound calls placed by an adjunct to this skill Available with Generic 3 and newer switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS Available for outbound calls on Generic 3 switches with the ASAI feature This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TONACWIN real time Database tables TONACWOUT real time Database tables TONAUXIN real time Database tables 2 183 The TONACWIN item appears in the following database tables Split skill tables The number of top agents that are in ACW for this skill and on inbound extension calls These agents also appear in TINACW Available with Generic 3 switches However top database items are only significant for Generic 3 switches and the ECS with EAS This is a status item The TONACWOUT item appears in the following database tables Split skill tables The number of top agents that are in ACW for this skill and on outbound extension calls Thes
197. handling and splits skills The agent will display in the GNOTHER state after the link to the switch comes up and directly after the agent logs in before the CMS is notified of the agent s work state This is a real time item The GNSKILL item appears in the following database tables Agent tables For the greatest need call handling preference the agent s first administered highest level measured skill where skill level 1 is the highest and skill level 16 is the lowest This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items GNSTAFFED real time Database tables GOTOCALLS Database tables GOTOTIME Database tables HDATE1 4 Database tables 2 88 The GNSTAFFED item appears in the following database tables Split skill tables Current number of greatest need agents that are staffed in SPLIT Available on the R6 ECS and later This is a real time item The GOTOCALLS item appears in the following database tables Vector tables The number of OUTFLOWCALLS that were redirected to another vector by way of a go to vector command Available on Generic 3 switches and on the DEFINITY ECS This is a cumulative item The GOTOTIME item appears in the following database tables Vector tables The time all GOTOCALLS spent in this vector before being redirected to another vector Available on Generic 3 switches and on the DEFINITYECS Thi
198. he CMS is notified of the agent s work state For Generic 3 switches other work includes while in Auto In or Manual In mode an agent put any call on hold and perform no further action the agent is on a direct agent call or in ACW for a direct agent call the agent is dialing to place call or to activate a feature an extension call or a direct agent ACD call is ringing with no other activity For Generic 3 switches without EAS agents are logged into multiple splits and doing work for a split other than this one on an ACD call in ACW or on a personal call attributed to a split other than this one Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OTHERCALLS Database tables 2 139 For Generic 3 switches with EAS agents are logged into multiple splits and doing work for a split other than this one on an ACD call or in call related ACW For Generic 3 switches with multiple call handling agents are available for other skills This is a status item The OTHERCALLS item appears in the following database tables Split skill tables The number of calls offered to this split skill that did not abandon and were not answered by an ACD agent for this split skill OTHERCALLS BUSYCALLS DISCCALLS OUTFLOWCALLS DEQUEUECALLS This is a cumulative item Trunk group tables The number of INCALLS carried by this trunk group that were not answered as split skill or dir
199. he INACW real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in ACW for this split skill This includes agents on ACWIN ACWOUT calls as well as agents in ACW not associated with an ACD call It does not include agents in ACW for direct agent ACD calls INACW includes ONACWIN and ONACWOUT This is a status item The INAUX real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in AUX work for all splits skills or on AUXIN AUXOUT calls INAUX INAUXO INAUX1 INAUX2 INAUXS INAUX4 INAUX5 INAUX6 INAUX7 INAUX8 INAUX9 INAUX includes INAUXO INAUX1 9 ONACDAUXOUT ONAUXIN and ONAUXOUT This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INAUXO real time Database tables INAUX1 9 real time Database tables INBOUND real time Database tables 2 106 The INAUXO item appears in the following database tables Split skill tables The current number of POSITIONS that are in AUX with reason code 0 zero for all splits skills including agents on AUXIN AUXOUT calls For ECS with EAS and later ECS switches reason code 0 zero is for system AUX work when reason codes are active For switches without EAS and for releases prior to ECS INAUXO will be the same as INAUX This is a status item The INAUX1
200. he following is a key to the table Items marked X indicate that the database item is supported by a switch tems marked EAS require that the Expert Agent Selection feature be active on the switch for the items to be populated tems marked e are populated for the releases shown but the values are only meaningful for EAS releases tems marked t are populated for the releases shown but the values are only meaningful for Generic 3 EAS releases with skill level distribution of calls Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS ABNCALLS1 10 ABNRINGCALLS ABNTIME ACCEPTABLE ACD index X X X X X X XXX X X X XI Xx XXX X X X X LX Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 196 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACDAUXOUTCALLS ACDCALLS ACDCALLS1 10 ACDTIME ACWINCALLS ACWINTIME ACWOUTADJCALLS ACWOUTCALLS ACWOUTOFFCALLS ACWOUTOFFTIME ACWOUTTIME ACWTIME AGINRING ANSTIME 0X 0X X X X X X X X X ASA ASSISTS AUXINCALLS AUXINTIME AUXOUTADJCALLS AUXOUTCALLS AUXOUTOFFCALLS AUXOUTOFFTIME AUX
201. he following table lists which Call Record database items are supported by each of the switch releases Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD ACWTIME AGT_RELEASED ANSHOLDTIME XxX KY KY KY ANSLOCID ANSLOGIN ANSREASON ASSIST AUDIO CALLID X KY KY XX KY KY CALLING II CALLING PTY CONFERENCE CONSULTTIME 2X 0X Xx X XJ 0X Xx X X X X X X X X Database Items and Calculations Switch cross reference Centre Vu CMS R3V8 Database Items and Calculations 2 222 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DA_QUEUED DIALED_NUM DISPIVECTOR DISPOSITION DISPPRIORITY x X X DISPSKLEVEL EAS EAS EAS EAS DISPSPLIT DISPTIME DISPVDN DURATION EQLOC 8 char EVENT1 9 FIRSTIVECTOR FIRSTVDN HELD HOLDABN LASTCWC X X X X X X X X X X X X X X X X X X X X X X X X X X X LASTDIGITS LASTOBSERVER gt lt gt lt gt lt MALICIOUS NETINTIME
202. his is a real time item The GNINAUXO item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in AUX with reason code 0 zero for all splits skills including greatest need agents on AUXIN AUXOUT calls For ECS with EAS and later ECS switches reason code 0 zero is for system AUX work when reason codes are active For switches without EAS and for releases prior to ECS GNINAUXO will be the same as GNINAUX This is a status item The GNINAUX1 9 item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in AUX with the reason codes 1 9 for all splits skills including greatest need agents on AUXIN AUXOUT calls Available on the ECS and later This is a real time item Database Items and Calculations Database Items GNONACD real time Database tables GNONACDAUX OUT real time Database tables GNONACDOUT real time Database tables Centre Vu CMS R3V8 Database Items and Calculations 2 84 The GNONACD item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are on inbound and outbound ACD calls to this split skill This is a real time item The GNONACDAUXOUT item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are on AUXOUT calls with an ACD cal
203. ic 3 switch with the ASAI or EAS feature for direct agent calling This is a real time item The GNDA_ONACD item appears in the following database tables Split skill tables Current number of greatest need POSITIONS that are on direct agent ACD calls GNDA_ONACD is a subset of GNOTHER Note The total number of greatest need agents on split skill and direct agent ACD calls GNONACD GNDA ONACD Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items GNOTHER real time Database tables GNSKILL real time Database tables 2 87 The GNOTHER item appears in the following database tables Split skill tables The number of greatest need agents who are doing other work Available on the R6 ECS and later For the G3 ECS with EAS while in Auto In or Manual In the agent is in other work if the agent put any call on hold and has performed no further action the agent is on direct agent call or in ACW for a direct agent call the agent is dialing to place a call or to activate a feature an extension call or direct agent ACD call is ringing with no other activity the agent is logged into multiple splits skills and doing work for a split skill other than this one on an ACD call or in ACW With multiple call handling the agent is available for other call
204. ich data was collected This is a row identifier item Agent tables The day for which the data was collected or the exception occurred This is a row identifier item Trunk group tables The day for which data was collected or the exception occurred This is a row identifier item Trunk tables The day for which data was collected or the exception occurred This is a row identifier item Vector tables The date for which data was collected or the exception occurred This is a row identifier item VDN tables Date for which the data was collected or the exception occurred This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 159 Call work codes tables The day for which data was collected or the exception occurred This is a row identifier item Agent login logout tables The day for which data was collected or the exception occurred Agent trace tables The day for which data was collected or the exception occurred Current day configuration tables The day for which data was collected or the exception occurred Current day report tables The day for which data was collected or the exception occurred Call record tables The date for which data was collected or the exception occurred Agent exception table The day for which data was collected or the exception occurred This is a cumulative item Split skill exception table
205. ii AVGAGSERV AVGSPEEDANS AWORKMODE real time BACKUPCALLS BH ABNCALLS daily only BH ACDCALLS BH ACDTIME BH BH BUSYCALLS BH DISCCALLS BH INCALLS BH INTIME BH OABN CALLS BH OACD CALLS BH OOTHER CALLS BH OTHER CALLS BH OUTCALLS BH OUTTIME BH STARTTIME BH VDNCALLS BLOCKAGE BSRPLAN BUSYCALLS BUSYTIME CALLER HOLD CALLID CALLING 1 CALLING _ LOGID real time CALLING_PTY CALLSOFFERED CHANGE CHANGED realtime CHPROF COMPLETED CONFERENCE CONNECT CALLS CONNECTTIME CONNTALKTIME CONSULTTIME CWC index DA ABNCALLS DA ABNTIME DA ACDCALLS DA ACDTIME DA ACWIN CALLS DA ACWINTIME DA ACWOADJ CALLS DA ACWO CALLS DA ACWOOFF CALLS DA ACWOOFF TIME Centre Vu CMS R3V8 Database Items and Calculations 2 36 2 37 2 37 2 37 2 39 2 40 2 40 2 43 viii Centre Vu CMS R3V8 Database Items and Calculations DA_ACWOTIME DA ACWTIME DA ANSTIME DA INACW real time DA INQUEUE real time DA INRING real time DA OLDEST CALL real time DA ONACD real time x 8 i DA_OTHER CALLS DA_OTHERTIME DA_QUEUED DA RELEASE DA SKILL real time i x DACALLS FIRST real time DEFLECTCALLS DEQUECALLS DEQUETIME DESTINATION real time DIALED NUM DIGITS DIALED DIRECTION real time DISCCALLS DISCTIME DISPIVECTOR DISPOSITION DISPPRIORITY DISPSKLEVEL DISPSPLIT
206. ilities With Personal Call Tracking CentreVu CMS tracks transferred and conferenced calls as follows Transferred and conferenced calls are tracked as held calls while the call s wait to be transferred or added to a conference When an agent ends a conference call the agent returns to the call state prior to setting up the conference ifan agent is talking places the ACD call on hold to transfer the call and then completes the transfer the agent goes to the AVAIL state Auto In or to the ACW state Manual In following the transfer Transferred or conferenced unmeasured split trunk group or VDN calls are now tracked Prior to Personal Call Tracking these calls were not tracked CentreVu CMS records the trunk associated with audio difficulty for personal calls if the trunk group is measured Prior to Personal Call Tracking audio difficulty was restricted to ACD calls Direct agent calls are tracked separately from other ACD calls in the CentreVu CMS database tables Since direct agent calls are not split skill calls but are calls to a specific agent most of the direct agent data are collected in the agent tables in items starting with orl DA Direct agent calls are counted as ACD calls in trunk trunk group VDN and vector tables Reports can be customized to include direct agent data In the real time split skill table the number of agents on direct agent calls and the number of agents in ACW associated with
207. ills and doing work for a split skill other than this one with an ACD call ringing talking on an ACD call or in ACW for a split skill other than this one For Generic 3 switches with EAS and multiple call handling agents are available in other multiple call handling skills but not in this skill OTHERTIME includes ACDOTHERTIME DA ACDTIME and DA ACWTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OUTOCC Database tables 2 102 Agent tables The time during the collection interval that POSITIONS were doing other work OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CMS receives notification of the agent s state from the switch For Generic 3 switches other work includes while in Auto In or Manual In mode an agent put any call on hold and performed no further action the agent had a direct agent call ringing was on a direct agent call or in ACW for a direct agent call the agent dialed to place a call or activate a feature or an extension in call rang at the agent s voice terminal with no other activity For Generic 3 switches the other work includes the time agents were logged into multiple splits skills and doing work for a split skill other than this one with an ACD call ringing talking on an ACD call or in ACW for a split skill other than this one Fo
208. ime during the collection interval that the agent was doing after call work associated with direct agent ACD calls Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INOCC Database tables NORMTIME Database tables OL1TIME Database tables 2 100 The INOCC item appears in the following database tables Trunk group tables The total time during the collection interval that ALL trunks in the trunk group were occupied by incoming calls If an incoming call on a measured trunk is transferred off the switch the incoming trunk remains in use for the call and accrues trunk holding time until the caller drops or the call is released This is a cumulative item Trunk tables The total time during the collection interval that the trunk was occupied by incoming calls If an incoming call on a measured trunk is transferred off the switch the incoming trunk remains in use for the call and accrues trunk holding time until the caller drops or the call is released This is a cumulative item The I NORMTIME item appears in the following database tables Split skill tables The amount of time in seconds 0 3600 that this skill spent under all administered thresholds Requires a DEFINITY ECS R6 or later with EAS This is a cumulative item The OL1TIME item ap
209. inflows This is a cumulative item Vector tables The number of calls that were redirected to this vector by way of a go to vector or a route to VDN command or by redirection on no answer to a VDN This is a cumulative item VDN tables The number of calls that were redirected into the VDN by way of a route to VDN command or by Redirection on No Answer to this VDN This is a cumulative item The INPROGRESS real time item appears in the following database tables Vector tables The current number of inbound calls that are being processed by this VECTOR until the disposition of the call is known Calls are no longer counted as in progress on the vector when they have been answered abandoned outflowed from the vector at the beginning of forced busy or dropped on a forced disconnect INPROGRESS includes INQUEUE and INRING This is a status item VDN tables The current number of inbound calls that are associated with this VDN Calls are considered to be in progress in the VDN until they route to another VDN route off the switch are transferred or the trunk carrying them goes idle INPROGRESS includes ATAGENT and INVECTOR This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INQUEUE real time Database tables INRING real time Database tables 2 112 The INQUEUE real time item appears in the following database tables
210. ion historical database items EXTYPE and REASON database items Exception type storage Selecting exception types for reports Centre Vu CMS R3V8 Database Items and Calculations 2 7 The Current Day Report database item descriptions Table F are historical items used specifically to collect values entered in the Forecast Current Day window They apply to the Current Day Report f_cdayrep table The indexes are ACD ROW_DATE and SPLIT Forecast data for a split skill is automatically generated when the Forecast Manager runs if you have also completed a Current Day Configuration for the split skill The Call Record database item descriptions are historical items that apply specifically to the Call Record call_rec table The indexes are ACD and ROW_DATE In the following exceptions database items the database item EXTYPE lists numerical values associated with exception types The database item REASON lists numerical values associated with exception types CentreVu CMS stores exception types using the numerical values then translates the numbers into the text you see in standard exception reports To select specific exception types for a custom report you must enter the numerical value s in the Select rows where statement Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 8 Database Items Overview Purpose This section describes database items for all tables
211. ion type An exception occurs when the split s skill s activity falls outside of that limit This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items Database tables 2 175 Trunk group exception table Limit as a number of occurrences administered for the exception type An exception occurs when the trunk group s activity falls outside of that limit This is a cumulative item VDN exception table Limit as a number of occurrences administered for the exception type An exception occurs when the VDN activity falls outside of that limit This is a cumulative item Vector exception table Limit as a number of occurrences administered for the exception type An exception occurs when the vector activity falls outside of that limit This is a cumulative item Data collection exception table Limit as a number of occurrences administered for the exception type An exception occurs when the activity falls outside of that limit This is a cumulative item The item appears in the following database tables Agent tables Time during the collection interval that the agent was in AUX for all splits skills or on AUXINCALLS or AUXOUTCALLS and SPLIT was OLDEST LOGON TI time is only stored for the split skill the agent has been logged into the longest needs to be summed across the splits skills the a
212. ions 2 213 Database G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 INCALLS INCOMPLETE INFLOWCALLS INPROGRESS INQUEUE INRING INTERFLOWCALLS INTIME INTRVL LOOKATTEMPTS LOOKFLOWCALLS X X X X X X X X X X X X X X X X X X X X X X X X X X X X X NETDISCCALLS NETPOLLS NUMVDNS OTHERCALLS OTHERTIME OUTFLOWCALLS OUTFLOWTIME PHANTOMABNS RINGCALLS RINGTIME ROW_DATE STARTTIME VDISCCALLS VECTOR X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Database Items and Calculations Switch cross reference VDN Database items Centre Vu CMS R3V8 Database Items and Calculations 2 214 The following table lists which VDN database items are supported by each of the switch releases Database Item G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS ABNCALLS1 10 ABNQUECALLS ABNRINGCALLS ABNTIME ACCEPTABLE ACD ACDCALLS ACDTIME X X X
213. ions Database Items POSITION index Database tables POSITIONS Database tables PREFERENCE Database tables 2 147 The POSITION index item appears in the following database tables Agent tables The position number associated with this EXTENSION Agents in multiple splits without EAS have more than one POSITION Agents in multiple skills with EAS have a single POSITION The POSITIONS item appears in the following database tables Split skill tables The current number of agent positions that are assigned to this SPLIT non EAS or current number of agent positions logged into this skill EAS This is an administrative item The PREFERENCE item appears in the following database tables Agent tables The agent s call handling preference Valid values are blank skill level LVL greatest need NEED or percent PCNT Requires an R5 or R6 ECS or later with EAS This is a status item Agent Login Logout tables The agent s call handling preference Values are NEED greatest need LVL skill level and PCNT percent allocation Requires a DEFINITY ECS R5 or R6 or later with EAS PCNT is only available on the ECS R6 or later Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items PRIORITY real time Database tables PRIORITY2 3 real time Database tables 2 148 The PRIORITY real time item appears in the following database tables Trun
214. ions then they are also counted as ACWOUTOFFCALLS Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item Agent tables The number of ACWOUTCALLS that were placed by an adjunct on behalf of an agent keyboard dialed If such calls are placed to off switch destinations then they are also counted as ACWOUTOFFCALLS Available on the Generic 3 switch with the ASAI feature This is a cumulative item The ACWOUTCALLS item appears in the following database tables Split skill tables Number of outbound extension calls made by agents or on behalf of agents while in ACW This includes ACW for split skill ACD calls and ACW not associated with a call ACWOUTCALLS includes ACWOUTADJCALLS and ACWOUTOFFCALLS This is a cumulative item Agent tables The number of outbound extension calls made by the agent or on behalf of the agent while in ACW This includes ACW for split skill ACD calls and ACW not associated with a call ACWOUTCALLS includes ACWOUTADJCALLS ACWOUTOFFCALLS and DA ACWOCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACWOUTOFF CALLS Database tables ACWOUTOFF TIME Database tables 2 21 The ACWOUTOFFCALLS item appears in the following database tables Split skill tables Number of ACWOUTCALLS that were made to a an off switch destination a destination outside the switch If su
215. irst skill that is being added It is also possible for MOVEPENDING to be set but for PENDINGSAPLIT to be blank or 0 This can happen for example when the link to the switch comes up and a move is pending for an agent CMS will be notified by the switch that the move is pending but PENDINGSPLIT will not be set The converse command integrates Voice Response Units VRUs and the Vectoring feature The converse command allows voice response scripts to be executed while for example a call waits in queue This command also allows data to be passed between the switch and a VRU or from the VRU through the switch to an ASAI adjunct processor There is no vector or VDN tracking for this command If the VRU ports are administered as a measured split skill then agent and split skill tracking is available When a go to vector command is executed an outflow and a go to call are counted for the first vector and an inflow is counted for the second vector and the timing and statistics associated with the first vector for that call stop and are started for the second vector The call remains in the original VDN however and tracking in that VDN continues Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 28 Outbound Call Management OCM Redirection on No Answer G3V2 and later Skill State Outbound call management OCM
216. is a status item LOGOUT Database tables The LOGOUT item appears in the following database tables Agent login logout tables Time at which the agent logged out Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items LOGOUT_DATE Database tables LOGOUTREA SON Database tables LOOKATTEMPTS Database tables 2 121 The LOGOUT_DATE item appears in the following database tables Agent login logout tables Date on which the agent logged out This field is a standard UNIX time field that is the time is stored as the number of seconds since January 1 1970 The LOGOUTREASON item appears in the following database tables Agent login logout tables Reason code 0 through 9 associated with the agent s logout For switch releases earlier than the ECS or switch releases that do not have the EAS feature and reason codes active this field will always contain a 0 when the agent has logged out Agent trace tables Reason code 0 through 9 associated with the agent s logout For switch releases earlier than the ECS or switch releases that do not have the EAS feature and reason codes active this field will always contain 0 when the agent has logged out The LOOKATTEMPTS item appears in the following database tables Vector tables The time all GOTOCALLS spent in this vector before being redirected to another vector Available on Generic 3 switches and on the ECS This is a
217. istorical Database Items VDN database items Overview Real Time Database Items Historical Database Items Call work codes database items Overview Real time database items Historical database items Centre Vu CMS R3V8 Database Items and Calculations 2 5 Historical vector database items apply to the Intrahour Vector hvector Daily Vector dvector Weekly Vector wvector and Monthly Vector mvector tables except as noted The historical indexes are ROW_DATE and VECTOR The VDN Database Item descriptions apply to real time and historical items VDN database items are available only if the vectoring feature has been purchased and authorized for you to use Real Time VDN database items apply to the Current Interval VDN cvdn and Previous Interval VDN pvdn tables The real time indexes are ACD VDN and VECTOR Historical VDN database items apply to the Intrahour VDN hvdn Daily VDN dvdn Weekly wvdn and Monthly VDN mvdn tables except as noted The historical indexes are ROW DATE and VDN The Call Work Codes database item descriptions apply to real time and historical items Call work codes are only available with Generic 3 and later switches Real Time call work codes apply to the Current Interval CWC ccwc and Previous Interval pcwc tables The real time indexes are ACD and CWC Historical call work codes database items apply to the Intrahour Call Work Codes hcwc Daily Call Work Cod
218. item Agent tables The time during the collection interval that the agent had split skill and direct agent ACD calls ringing If the agent changes work modes or makes receives another call instead of answering the ringing call RINGTIME will stop accumulating RINGTIME is the time the caller spends ringing and is independent of agent activity Available on a Generic 3 switch for ring tracking This is a cumulative item The STAFFTIME item appears in the following database tables Split skill tables The time during the collection interval that POSITIONS were staffed logged STAFFTIME _AVAILTIME ACDTIME ACWTIME AUXTIME RINGTIME 1 OTHERTIME STAFFTIME includes ACDTIME I ACWTIME AUXTIME AVAILTIME OTHERTIME and RINGTIME This is a cumulative item Agent tables The time during the collection interval that the agent was staffed logged in in this split skill STAFFTIME includes AUXTIME AVAILABLE ACDTIME ACWTIME DA ACDTIME DA ACWTIME OTHERTIME and RINGTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items Database tables I TAVAILTIME Database tables TOTHERTIME Database tables Il DIGITS Database tables 2 104 Thel TAUXTIME item appears in the following database tables Split skill tables The time top agents in this split skill w
219. ith EAS and with agents who are using skill level call handling preference In this case the agent s top skill represents the skill for which the agent is most likely to receive a call Agents for whom a given skill is the top skill are the agents that a skill supervisor can count on to handle calls for the skill NOTE This concept is not useful for agents using the greatest need call handling preference or for agents who are not Generic 3 with EAS agents For non EAS agents the top skill is the split the agent has been logged into the longest An agent selection method available in both an EAS and a non EAS environment in which all idle agents are included in a single group The least occupied UCD LOA or most idle UCD MIA agent is selected In an EAS environment the selection is made regardless of skill level The UCID is a number that uniquely identifies a call in a network of nodes supporting UCID This number is a part of the records in the CMS Call History feature See Default Skill Introduction Centre Vu CMS R3V8 Database Items and Calculations 1 13 Database Table Names Database Table Names Introduction To select data for custom reports you must use the names listed in the tables in this section The database items are described in later sections of this document Real Time Table following table lists the real time database tables and the data stored Names in them Name Data Stor
220. k group tables The number of outbound calls that were carried by this TKGRP and were completed during the collection interval OUTCALLS includes COMPLETED O_ABNCALLS O_ACDCALLS O_OTHERCALLS TRANSFERRED and SHORTCALLS OUTCALLS O_ACDCALLS O_ABNCALLS O_OTHERCALLS This is a cumulative item Trunk tables The number of outbound calls that were carried by the trunk and were completed during the collection interval OUTCALLS includes COMPLETED O_ABNCALLS O_ACDCALLS O_OTHERCALLS TRANSFERRED and SHORTCALLS OUTCALLS O_ACDCALLS O_ABNCALLS O_OTHERCALLS This is a cumulative item The OUTFLAG item appears in the following database tables Agent login logout tables If not null indicates that the agent logged out while the link was down Values are NULL and gt Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OUTFLOW CALLS Database tables 2 142 The OUTFLOWCALLS item appears in the following database tables Split skill tables Number of CALLSOFFERED that were redirected to another destination while queued to this split skill This can happen under different circumstances depending on the switch release and on whether vectoring is active or not For Generic 3 switches without vectoring this is the number of CALLSOFFERED that were redirected to another destination while queued to this split skill This can happen if the call intraflowed or interflowe
221. k tables The priority at which call was queued Without vectoring the values are YES NO or as defined in Dictionary With vectoring the values are LOW MED HIGH TOP or as defined in Dictionary This is blank NULL when the call is dequeued when the call rings at an agent outflows or dequeues from the split skill the call abandons from queue the call gets a forced busy or a forced disconnect Generic 3 switches with vectoring use MED for no priority and HIGH for priority calls that queue directly to a split skill without going through a vector and calls that queue to a split skill by route to number or messaging split skill vector commands This is a status item The PRIORITY2 3 real time item appears in the following database tables Trunk tables The priority at which call was queued to a second or third split skill the values are LOW MED HIGH TOP or as defined in Dictionary This is blank NULL when the call is dequeued when the call rings at an agent outflows or dequeues from the split skill the caller abandons from queue the call gets a forced busy or a forced disconnect Available on Generic 3 switches with vectoring This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items QUECOUNT real time Database tables QUETYPE real time Database tables QUETYPE2 3 real time Database tables 2 149 The QUECOUNT real
222. l 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items R1STAFFED real time Database tables R2AGINRING real time Database tables R2AVAILABLE real time Database tables 2 152 The R1STAFFED item appears in the following database tables Split skill tables The number of agents staffing this skill as reserve1 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R2AGINRING item appears in the following database tables Split skill tables The number of reserve2 agents with this skill ACD call ringing 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R2AVAILABLE item appears in the following database tables Split skill tables The number of reserve2 agents who are available to take a call 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items R2INACW real time Database tables R2INAUX real time Database tables R20NACD real time Database tables 2 153 The R2INACW item appears in the following database tables Split skill tables The number of reserve2 agents in ACW for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time i
223. l active Generic 3 protocol failures with data collection active or when split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month Changing split skill or VDN call profile data while data collection is active only affects the respective split skill or VDN data This is a cumulative item Vector tables This indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 and the ECS protocol failures with data collection active or when split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month This is a cumulative item VDN tables Indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 and the EC
224. l on hold for this split skill For greatest need agents in multiple skills with multiple call handling the last call the agent put on hold was for this skill Available for Generic 3 switches This is a real time item The GNONACDOUT item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are on outbound calls placed by an adjunct to this split skill Available for Generic 3 switches with the ASAI feature This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items GNONACWIN real time Database tables GNONACWOUT real time Database tables GNONAUXIN real time Database tables 2 85 The GNONACWIN item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in ACW for this split skill and on inbound extension calls These greatest need agents also appear in INACW GNONACWIN includes agents receiving extension calls from ACW associated with split skill ACD calls and from ACW not associated with an ACD call This is a real time item The GNONACWOUT item appears in the following database tables Split skill tables The current number of greatest need POSITIONS that are in ACW for this split skill and on outbound extension calls These agents also appear in INACW GNONACWOUT includes agents making extension calls from A
225. lated expected wait time for calls queued at low priority to this split skill The expected wait time is an estimate of how long a caller will wait in queue at LOW priority until being served Time spent ringing at the agent is not included in this estimate EWT and ASA should not be expected to match ASA gives a historical perspective while EWT changes constantly to match current conditions such as queue length and staffing changes Available with Generic 3 Version 4 switches for Vectoring enhancements This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items EWTMEDIUM real time Database tables EWTTOP real time Database tables 2 73 The EWTMEDIUM real time item appears in the following database tables Split skill tables Switch calculated expected wait time for calls queued at medium priority to this split skill The expected wait time is an estimate of how long a caller will wait in queue at MEDIUM priority until being served Time spent ringing at the agent is not included in this estimate EWT and ASA should not be expected to match ASA gives a historical perspective while EWT changes constantly to match current conditions such as queue length and staffing changes Available with Generic 3 Version 4 switches for Vectoring enhancements This is a status item The EWTTOP real time item appears in the following database tables Split skill ta
226. lation Description PERCENT MBUSY SUM M 100 sum MBUSYTIME secs SECSPERMN sum TRUNKS Percent of time all trunks were maintenance busy during the month PERCENT MBUSY SUM W 100 sum MBUSYTIME avg w secs SECSPERWK TRUNKS Percent of time all trunks were maintenance busy during the week PERCENT MBUSY SUM 100 sum MBUSYTIME avg SECS PER DAY sum TRUNKS Percent time trunks in were maintenance busy NOTE This calculation is obsolete Do not use it PERCENT SERV LVL SPL 100 ACCEPTABLE CALLSOFFERED Percentage of calls answered in service level for split skill PERCENT SERV LVL 100 sum ACCEPTABLE sum INCALLS Percent of calls answered within service level for VDN PERCENT SERV SPL OUT 100 PERCENT SERV LVL gt Percent of calls to a split skill outside of the Area 51 service level PERCENT SERV VDN OUT 100 PERCENT SERV LVL VDN Percent of calls to VDN outside service level PERCENT SLVL SPL SUM 100 sum ACCEPTABLE sum CALLSOFFERED Percent of total split calls answered in service level PERCENT VDN ABAN 100 sum ABNCALLS sum INCALLS Percent of calls abandoned PERCENT VDN ANSCONN 100 sum ACDCALLS CONNECTCALLS sum INCALLS Percent of calls answered within service level for VDN Database Items and Calculatio
227. lit Weekly Split Skill wsplit and Monthly Split Skill msplit tables except as noted The historical indexes are SPLIT and ROW DATE Row data will be archived for the OL1TIME and OL2TIME items if the row spent any time in the overload 1 or overload 2 threshold states If the row skill spent all of its time in the normal state and has no other reason to he archived that is no agent staffed time no calls handled and so on then it will not be archived When creating a report through CentreVu Report Designer or CMS Custom reports data should be summed across user specified intervals in order to see meaningful report results The Agent database item descriptions apply to real time and historical items Real Time agent database items apply to the Current Interval Agent cagent and Previous Interval Agent pagent tables The real time indexes are ACD LOGID POSITION and SPLIT Historical agent database items apply to the Intrahour Agent hagent Daily Agent dagent Weekly Agent wagent and Monthly Agent magent tables except as noted The historical indexes are LOGID SPLIT and ROW DATE Database Items and Calculations General information Trunk group database items Overview Real Time Database Items Historical Database Items Trunk database items Overview Real Time Database Items Historical Database Items Vector database items Overview Real Time Database Items Centre Vu amp C
228. location belongs to a specific port network will be associated with that post network s location ID The LOGID item appears in the following database tables Agent tables This is an index item The Login ID that was used to staff the EXTENSION Agents in multiple splits skills have one LOGID This is an administrative item Trunk tables This is a real time item The Login ID of the agent handling the call currently carried by this trunk This is blank NULL when the trunk is idle This is a status item Agent trace tables This is an index item Login ID that was used to staff the EXTENSION Agents in multiple splits skills have one LOGID Agent login logout tables Login ID that was used to staff the EXTENSION Agents in multiple splits skills have one LOGID Agent exception tables Login ID of the agent who had the exception This is a cumulative Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items LOGIN Database tables LOGONSKILL real time Database tables 2 119 Trunk group exception table Login ID of the agent reporting audio difficulty This is a cumulative item Malicious call trace exception table Login ID of the agent initiating a malicious call trace This is a cumulative item The LOGIN item appears in the following database tables Agent login logout tables Time at which the agent logged into this extension and split skill with the
229. ls This information is meaningful only if agents voice terminals are administered to ring rather than receive zip tone The switch sends a message to CentreVu CMS when a call is directed to an agent and alerting begins Currently this is only supported on Generic 3 switches If you do not have one of these switches the ring state columns in standard reports display blanks For Generic 3 switches CentreVu CMS tracks all transferred calls made by measured agents The agent and split skill reports display these transfers Transfers into a split skill agent or VDN are not tracked explicitly for example the party initiating the transfer is credited with a transfer not the party receiving the transfer CentreVu CMS tracks conferenced calls for Generic 3 switches Agents who transfer a call by conferencing and then dropping off are credited with a conference and not a transfer CentreVu CMS tracks ACD calls that are answered by an agent using the Call Pickup feature as AUXIN calls Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 24 Agents in Centre Vu CMS requires agents to log into multiple splits skills using the Multiple same login ID for all splits skills This allows CentreVu CMS to track the agent as a single person and to coordinate the data for that agent Splits Skills Real Time Reports Splits Shown on Real Time Reports Re
230. m appears in the following database tables Split skill tables Current number of direct agent ACD calls ringing at an agent s voice terminal that was queued in this split skill Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_OLDEST CALL real time Database tables DA_ONACD real time Database tables 2 59 The DA_OLDESTCALL real time item appears in the following database tables Split skill tables Length of time that the oldest direct agent ACD call has been waiting in queue or ringing at an agent position Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item Agent tables The length of time that the current oldest direct agent call has waited in any split skill queue for this agent Available on Generic 3 switches with the ASAI or EAS feature for direct agent calling This is a status item The DA_ONACD real time item appears in the following database tables Split skill tables Current number of POSITIONS that are on direct agent ACD calls DA ONACD is a subset of OTHER Note The total number of agents on split skill and direct agent ACD calls ONACD DA_ONACD Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a status item Database Items
231. me item appears in the following database tables Split skill tables The current number of POSITIONS that are on outbound calls placed by an adjunct to this split skill Available for outbound calls on Generic 3 switches with the ASAI feature This is a status item The ONACWIN real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in ACW for this split skill and on inbound extension calls These agents also appear in INACW ONACWIN includes agents receiving extension calls from ACW associated with split skill ACD calls and from ACW not associated with an ACD call This is a status item The ONACWOUT real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in ACW for this split skill and on outbound extension calls These agents also appear in INACW ONACWOUT includes agents making extension calls from ACW associated with split skill ACD calls and from ACW not associated with an ACD call This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ONAUXIN real time Database tables ONAUXOUT real time Database tables ONHOLD real time Database tables 2 136 The ONAUXIN real time item appears in the following database tables Split skill tables The current number of POSITIONS that are in AUX work or AVAILABL
232. mmon carrier telecommunication ser vices or facilities accessed through or connected to it Lucent Technolo gies will not be responsible for any charges that result from such unauthorized use Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 Federal Communications Commission Statement Part 15 Class A Statement This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commer cial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communica tions Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Part 15 Class B Statement This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates us
233. mp Call Management System Release 3 Version 8 Database Items and Calculations Document No 585 210 939 Issue 1 Date December 1999 Lucent Technologies welcomes your feedback on this document Your comments are of great value in helping us to improve our documentation 1 Please rate the effectiveness of this document in the following areas Excellent Good Fair Poor Not Applicable Ease of Use WITH I Clarity WII MI I Completeness WITH I Accuracy WITH I Organization WII I Appearance WITH I Examples WITH I Illustration Overall Satisfaction WII I 2 Please check the ways you feel we could improve this document O Improve the overview introduction O Make it more concise brief CJ Improve the table of contents CJ Add more step by step procedures tutorials O Improve the organization O Add more troubleshooting information O Include more figures 1 Make it less technical Add more examples Add more better quick reference aids Add more detail O Improve the index Please provide details for the suggested improvement 3 What did you like most about this document 4 Feel free to write any comments below or on an attached sheet If we may contact you concerning your comments please complete the following Name Telephone Number Company Organization Date When you have completed this form please fold tape and return to addr
234. mple skills 10 19 form a skill tens group as do skills 340 349 Agents are assigned skill levels that may determine which call waiting for one of the agent s skills will be delivered to the agent when the agent becomes available Skill levels help determine the most expert agent who can handle a call to the skill Skills can now be in one of four states unknown normal overload 1 or overload 2 based on the expected wait time EWT threshold Tlme spent in each state except unknown is tracked in the split table The state is unknown when the link is down or the split is non EAS or when a new skill is added and the state message has not yet arrived Also the skill state will be unknown for all skills if the switch is not a DEFINITY ECS R6 A call that queued to a split skill and was answered by an agent in that split skill An unmeasured extension that is an extension that is not currently staffed by an agent or is not a member of an unmeasured split skill or hunt group The third split skill the call queues to in a VDN is called the tertiary split skill Introduction Centre Vu CMS R3V8 Database Items and Calculations Terminology Top Skill Uniform Call Distribution UCD Universal Call Identifier UCID Zero 0 Skill Generic 2 2 EAS and later 1 12 The agent s top skill is the agent s first administered highest level skill This concept is the most useful when you have a Generic 3 switch w
235. mulative item Trunk tables The number of calls for which audio difficulty problems were reported for this trunk Available on Generic 3 switches This is a cumulative item Call record tables Whether or not an agent in this segment reported an audio difficulty problem Valid values for AUDIO are 0 1 YES The AUXINCALLS item appears in the following database tables Split skill tables The number of inbound extension calls received by agents while in AUX auxiliary work AVAILABLE or for Generic 3 switches with an ACD or AUXIN AUXOUT call on hold AUXINCALLS are recorded in the SPLIT that is OLDEST_LOGON for agents in multiple splits skills This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXINTIME Database tables AUXOUTADJ CALLS Database tables 2 33 Agent tables The number of inbound extension calls received by agents while in AUX auxiliary work AVAILABLE or for Generic 3 switches with an ACD or AUXIN AUXOUT call on hold This is a cumulative item The AUXINTIME item appears in the following database tables Split skill tables The talk time of all AUXINCALLS does not include hold time on Generic 3 switches This is a cumulative item Agent tables The talk time of all AUXINCALLS This is a cumulative item The AUXOUTADJCALLS item appears in the following database tables Split skill tables The num
236. n Generic 3 Version 3 and later Generic releases an agent in after call work who reconnects to a held AUXIN or AUXOUT call will return to the after call work mode when the AUXIN OUT call is terminated The after call work time accrued following the termination of the AUXIN OUT call is after call work not associated with an ACD call and only counts as ACWTIME not as ACWTIME For Generic 3 releases prior to Generic 3 Version 3 an agent who reconnected to a held AUXIN or AUXOUT call from the after call work mode returned to the available state upon completion of the call Agent The login ID that staffed the extension This term is often extended to mean the person who used the ID to staff the extension In all cases the term agent implies measurement by CentreVu CMS Introduction Centre Vu CMS R3V8 Database Items and Calculations Terminology Agent position no EAS Agent position with EAS Answered Call Automatic In Mode Al AUX Work Mode Best Service Routing BSR 1 8 The combination of the agent login ID and the split the agent logged into Agents logged into multiple splits have multiple positions associated with them Call data are collected for each agent split combination separately so that it is possible to report on the calls handled and time spent by agents in each of the splits they were in To report on the total work performed by the agent call data must be summed for the agent over all the spli
237. n the following database tables VDN tables For Generic 3 and newer switches CONNECTTIME is the time CONNECTCALLS waited before being answered This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items CONNTALKTIME Database tables CONSULTTIME Database tables CWC index Database tables 2 52 The CONNTALKTIME item appears in the following database tables VDN tables Talk time for all CONNECTCALLS not including HOLDTIME This is a cumulative item The CONSULTTIME item appears in the following database tables Call record tables The time an agent talked on any outbound call while in AUX work ACW or in OTHER with a call on hold This includes the time the originating agent spent talking to the destination party while establishing a conference or transferring a call This is the time between presses of the transfer or conference button It includes wait time if the agent is calling a Vector Directory Number VDN or split skill extension but the wait time can be subtracted out by subtracting the DISPTIME item from CONSULTTIME The CWC index item appears in the following database tables Call work codes tables Call work code for which data was collected This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DA_ABNCALLS Database tables DA_ABNTIME
238. nclude time calls spent on hold Available for outbound calls on Generic 3 switches with the ASAI feature ACDTIME includes O_ACDTIM E This is a cumulative item Agent tables The talk time of all O ACDCALLS does not include time calls spent on hold This time is included in ACDTIME Available for outbound calling on Generic 3 switches with the ASAI feature This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items O ACWTIME Database tables O OTHER CALLS Database tables 2 132 The ACWTIME item appears in the following database tables Split skill tables The duration of all after call work associated with O ACDCALL status Available for outbound calls on Generic 3 switches with the ASAI feature is included in ACWTIME This is a cumulative item Agent tables The duration of all ACW associated with O ACDCALLS O ACWTIME is included in ACWTIME Available for outbound calling on Generic 3 switches with the ASAI feature This is a cumulative item The O OTHERCALLS item appears in the following database tables Split skill tables The number of outbound calls queued to this split skill that were not answered or abandoned as ACD split skill calls These include forced busy calls and calls with unknown dispositions Available for outbound calls on Generic 3 switches with the ASAI feature This is a cumulative item
239. ns Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 237 Calculation Name Calculation Description R1ACTIVE_AGT R1AGINRING R1ONACD R1INACW The number of reservel agents on ACD calls ringing or in ACW for this skill R2ACTIVE AGT R2AGINRING R2ZONACD R2INACW The number of reserve2 agents on ACD calls ringing or in ACW for this skill SECS PER DAY 24 60 60 Seconds per day NOTE To use SECS PER DAY data collection must be active 24 hours a day seven days a week TOP AVAUXTIME sum L TAUXTIME I HERTIME Subcalculation that supports the new AVG TOP STAFF calculation Sum of the time top agents spent in AUX work and available TOP AVAUXTIME SUM sum I TAUXTIME I TAVAILTIME Subcalculation that supports the new AVG TOP STAFF S UM calculation Sum of the time top agents spent in AUX work and available TOT ACDACW SUM sum l ACDTIME ACWTIME DA ACDTIME 1 DA ACWTIME RINGTIME Subcalculation that supports the new AVG TOP STAFF S UM calculation Sum of the ACD and ACW time for split skill and direct agent calls plus the agent ringing time for those calls Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 238 Calculation Name Calculation Description TOT ACDHOLD SUM
240. nt Selection EAS External Call Extension Call 1 9 Call records are made up of call segments each of which represents a related call A new call segment is started whenever a call is made or received including whenever a call is made in order to transfer or conference another call Call segments that are related share the same call ID Unrelated call segments have different call IDs non ACD call that rang and did not abandon at an extension not a split skill or direct agent call For Generic 3 switches only calls that routed to an extension are tracked as connected calls Every skill that ends with a 0 is called a default skill since every agent in the skill group is logged into this skill by default The default skill is the first skill for each skill group A call that queues for a specific agent Direct agent ACD calls can be generated by an ASAI adjunct Generic 3 or by calling an agent s login id Generic 3 switches with EAS given the proper class of restriction for the caller and for the receiving agent Direct agent ACD calls are tracked as ACD calls along with split skill ACD calls in the trunk trunk group VDN and vector tables Direct agent ACD calls are tracked separately from split skill ACD calls in the agent tables Direct agent ACD calls are not tracked in the split skill tables since they are not split skill ACD calls A switch feature that allows the assignment of an agent to certain
241. nt an extension a trunk group or a VDN Available on Generic 3 switches with the Vectoring feature This is a cumulative item The HOLDABN item appears in the following database tables Call record tables Whether or not this call abandoned from hold in this call segment Valid values for HOLDABN are 0 1 YES With Generic 3 switches the ECS this applies to all calls the agent put on hold Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items HOLDABN CALLS Database tables HOLDACD CALLS Database tables 2 90 The HOLDABNCALLS item appears in the following database tables Split skill tables Number of times split skill ACD callers abandoned the call while on hold Available on Generic 3 switches This is a cumulative item Agent tables The number of times callers abandoned from hold For Generic 3 switches HOLDABNCALLS applies to all calls the agent put on hold This is a cumulative item VDN tables The number of times that callers abandoned from on hold For Generic 3 switches and for the ECS HOLDABNCALLS applies to all calls the agent put on hold This is a cumulative item The HOLDACDCALLS item appears in the following database tables VDN tables The number of split skill or direct agent ACD calls placed on hold at least one time This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calc
242. ntre Vu CMS R3V8 Database Items and Calculations Database Items 2 45 BH_VDNCALLS Database tables The BH_VDNCALLS item appears in the following database tables VDN tables The number of INCALLS to the VDN that completed during the busy hour BH VDNCALLS includes answered calls that completed during the busy hour calls that abandoned were forced busy forced disconnected or outflowed from the VDN during the busy hour This is a busy hour item BLOCKAGE Database tables The BLOCKAGE item appears in the following database tables Trunk group tables The number of outbound call attempts that were blocked because all trunks were busy This is a cumulative item BSRPLAN Database tables The BSRPLAN item appears in the following database tables VDN tables Information for the specified Best Service Routing BSR plan Available on the R6 and later ECS This is an administrative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BUSYCALLS Database tables 2 46 The BUSYCALLS item appears in the following database tables Split skill tables Number of CALLSOFFERED calls that were given a busy signal by the switch This happens when a busy vector command is executed while the call is queued to this split skill and this is the primary split skill the call is queued to or if a call queued to this split skill forwards to another split skill whose queue is full On G
243. o For the ECS with EAS reason code 0 zero is for system AUX work when reason codes are active For switches without EAS and for releases prior to ECS TINAUXO will be the same as TINAUX Also available on Generic 3 and newer switches with EAS in top skills This is a status item The TINAUX1 9 item appears in the following database tables Split skill tables The number of top agents logged into the skill who are in AUX work for each of the reason codes 1 9 This includes agents on AUXIN AUXOUT calls from AUX with the appropriate reason code Available for ECS and later switch releases with the EAS feature for top skills This is a status item The TKGRP item appears in the following database tables Trunk group tables This is an index item The trunk group number for which data was collected This will be zero if the trunk group carrying the call is not measured This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TKSTATE real time Database tables 2 181 Trunk tables This is an index item The trunk group number to which the trunk is assigned This is an administrative item Call record tables Trunk group number for which data was collected or for which an exception occurred This will be null if the trunk group carrying the call is not measured Trunk group exception table Trunk group number for which data was colle
244. oing adjunct originated ACD calls carried by the trunk group and answered by an agent as split skill or direct agent ACD calls that completed during the busy hour Available on Generic 3 switches with the ASAI feature This is a busy hour item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items BH_OOTHER CALLS Database tables BH OTHER CALLS Database tables 2 43 The BH OOTHERCALLS item appears in the following database tables Trunk group tables The number of outgoing calls carried by the trunk group during the busy hour that were not answered or abandoned as ACD calls BH OOTHERCALLS include extension out calls outbound call management calls forced busy or forced disconnect short outgoing calls and outgoing calls with unknown disposition This is a busy hour item The BH OTHERCALLS item appears in the following database tables Trunk group tables The number of incoming calls carried by the trunk group during the busy hour that were not answered or abandoned BH OTHERCALLS include extension in calls calls forced busy or disconnected calls that outflowed off the switch short inbound calls and inbound calls of unknown disposition BH OTHERCALLS includes BH BUSYCALLS and BH DISCCALLS This is a busy hour item VDN tables The number of OTHERCALLS that completed during the busy hour BH OTHERCALLS includes extension in calls calls forced busy or disconn
245. ot measured or for internal calls if the originating extension is not measured Up to 12 digits in this field The CALLSOFFERED item appears in the following database tables Split skill tables Number of calls that queued to the split skill and that completed during the interval This does not include calls the Generic switch that could not queue to the split skill because the queue was full or there was no queue CALLSOFFERED ACDCALLS ABNCALLS BUSYCALLS DISCCALLS OUTFLOWCALLS DEQUECALLS CALLSOFFERED includes ABNCALLS RINGCALLS OTHERCALLS and INFLOWCALLS This is a cumulative item The CHANGE item appears in the following database tables Current day configuration tables Additional change factor percent Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 50 CHANGED real time Database tables The CHANGED real time item appears in the following database tables Agent tables Time of day that new agent activity started for example when WORKMODE or DIRECTION changed Valid values are blank and time of day This is a status item CHPROF Database tables The CHPROF item appears in the following database tables Current day configuration tables Number of the call handling profile to use COMPLETED Database tables The COMPLETED item appears in the following database tables Trunk group tables The number of OUTCALLS that were completed far
246. otal average trunk holding time HOLD TIME INTIME OUTTIME INCALLS OUTCALLS Average trunk holding time AVG TRK HOLD TIME IN INTIME INCALLS Inbound average trunk holding time AVG TRK HOLD TIM OUT OUTTIME OUTCALLS Outbound average trunk holding time ACD SK1 TIME SKILLTIME1 SKILLCALLS 1 Average time spent on calls for VDN skill preference 1 AVG VDN ACD SK2 TIME SKILLTIME2 SKILLCALLS2 Average time spent on calls for VDN skill preference 2 AVG VDN ACD SK3 TIME SKILLTIME3 SKILCALLS3 Average time spent on calls for VDN skill preference 3 AVG_VDN_ACW_SK1_TIME SKILLACWTIME1 SKILLCALLS1 Average time spent in ACW for VDN skill preference 1 Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 232 Calculation Name Calculation Description AVG_VDN_ACW_SK2_TIME SKILLACWTIME2 SKILLCALLS2 Average time spent in ACW for VDN skill preference 2 AVG_VDN_ACW_SK3_ TIME SKILLACWTIME3 SKILLCALLS3 Average time spent in ACW for VDN skill preference 3 AVG_VDN_TIME INTIME INCALLS Average VDN time AVG_VDN_TIME_SUM sum INTIME sum INCALLS Total average time in VDN AVG_VEC_TIME INTIME INCALLS Average vector time AVG_VEC_TIME_SUM sum INTIME sum INCALLS Total averag
247. ove items in the CentreVu CMS database can be either call based or interval based Most Centre Vu CMS database items are call based Call based data is committed to the database after a call completes Therefore if a call starts and ends in different collection intervals all of the data is recorded in the interval in which the call and any after call work is completed Interval based data represents the amount of time during a collection interval spent doing a particular activity Interval based items are updated throughout the collection interval and timing is restarted at the end of the interval Most interval based items start with I or TI The database items ALLINUSETIME trunk group tables and MBUSYTIME trunk and trunk group tables are also interval based Interval based items should only be used to calculate percentages such as percentage of time staffed or in AUX work Interval based items should not be used for example to calculate average talk time use call based items for this type of calculation Furthermore because call based and interval based items may not track the same events a calculation should use only one type of item and comparisons of call based calculations and interval based calculations may not be relevant or meaningful For example the call based ACD time and interval based ACD time for an agent will not be equal if the agent handled one or more ACD calls that crossed over interval boundaries gt NOTE
248. owing database tables Split skill tables Number of ABNCALLS whose time to abandon was less than or equal to this split skill s SERVICELEVEL This is a cumulative item VDN tables Number of ABNCALLS whose time to abandon was less than or equal to this VDN s SERVICELEVEL This is a cumulative item The SLVLOUTFLOWS item appears in the following database tables Split skill tables Number of OUTFLOWCALLS whose time to outflow was less than or equal to this split skill s SERVICELEVEL This is a cumulative item VDN tables Number of OUTFLOWCALLS whose time to outflow was less than or equal to this VDN s SERVICELEVEL This is a cumulative item The SPLIT item appears in the following database tables Split skill tables This is an index item Split skill number for which data was collected This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 169 Agent tables This is an index item The split number to which the EXTENSION is assigned to or the skill number that the agent logged into This is a row identifier item Trunk group tables The split skill to which this TKGRP terminates This is an administrative item Trunk tables This is a real time item The first split skill number to which the call is currently queued or split skill for which the call was answered SPLIT is blank NULL when the trunk idles This is a status
249. own normal overload overload2 based on Expected Wait Time EWT threshold Time spent in each state except UNKNOWN is trakced in the split table The state is UNKNOWN when the link is down or the split is non EAS or when a new skill is added and the state message has not yet arrived Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 29 Switch Average Speed of Answer G3V4 and later Timed ACW Tracking of Times Duration TIME Database Items Trunk No Answer Timeout G3V2 and later The G3V4 and later switches calculate a roilling average speed of answer ASA for splits skills and VDN s This ASA can be used in vector conditionals to determine where to queue calls The ASA s for splits skills and for VDN s are also sent to R3V4 and later CMS and can be displayed on real time reports The ASA for a split skill includes the time spent in the split skill queue and the time ringing at an agent The ASA for a VDN includes the time spent in vector processing including the time spent in queue and the time ringing for the VDN assocaited with the call when it was answered This switch generated rolling ASA is a running weighted average calculation ASA will in general not match the average speed of answer on CMS The times ACW feature which provides automatic in agents with a fixed ACW period after each Automatic In call makes no chan
250. pears in the following database tables Split skill tables The amount of time in seconds 0 3600 that the skill spent over threshold 1 Requires a DEFINITY ECS R6 or later with EAS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OL2TIME Database tables OTHERTIME Database tables 2 101 The OL2TIME item appears in the following database tables Split skill tables The amount of time in seconds 0 3600 that the skill spent over threshold 2 Requires a DEFINITY ECS R6 or later with EAS This is a cumulative item The OTHERTIME item appears in the following database tables Split skill tables The time during the collection interval that POSITIONS were doing other work OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CMS receives notification of the agent s state from the switch For Generic 3 switches other work includes while in Auto In or Manual In mode an agent put any call on hold and performed no further action the agent had a direct agent call ringing was on a direct agent call or in ACW for a direct agent call the agent dialed to place a call or activate a feature or an extension in call rang at the agent s voice terminal with no other activity For Generic 3 switches the other work includes the time agents were logged into multiple splits sk
251. plits skills without going through a vector will have MED no priority or HIGH priority priority depending on the class of restriction of the originator of the call agent extension trunk group or VDN The DISPSKLEVEL item appears in the following database tables Call record tables The skill level 1 through 16 associated with the skill for which the agent answered the call or for calls that abandoned from ringing or from a direct agent queue with the agent from whom the call abandoned The DISPSPLIT item appears in the following database tables Call record tables Number of the split skill associated with the call at its disposition in this call segment Calls that were not queued to a split or skill at the time of disposition will have DISPSPLIT set to null Calls that were queued to an unmeasured split skill at the time of disposition will have DISPSPLIT set to zero Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items DISPTIME Database tables DISPVDN Database tables DURATION real time Database tables 2 69 The DISPTIME item appears in the following database tables Call record tables Wait time in the vector in queue and ringing until the disposition is recorded in DISPOSITION for the segment For extension calls made directly to agents not through a VDN this will always be zero The DISPVDN item appears in the following database tables C
252. poses until he or she logs into the ACD Available on the DEFINITY ECS R7 1 with ATM and later This is supported by the LOC 1 database item The DEFINITY network location ID 1 44 associated with a trunk A Location ID is not directly assigned to an trunk instead it is assigned to a port network via the chcabinetx form Therefore each trunk whose equipment location belongs to that port network will be associated with that port network s location ID This is supported by the EQLOC database item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 1 2 Database Items and Calculations Overview Purpose This chapter describes the Centre Vu Call Management System CMS database tables the items in the database tables and the standard Dictionary calculations that use the database items This chapter also includes calculations added to specifically support Supervisor reports Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations General information 2 2 General information Overview Purpose This section presents general information about database items Organization The following topics are covered Database item types on page 2 2 Split skill database items on page 2 3 Agent database items on page 2 3 Trunk group database items on page 2 4 Trunk database items page 2 4 Vector database items on page
253. ppears in the following database tables Split skill tables The number of top agents logged into the skill who are in after call work for ACD calls to the skill This includes top agents on ACWIN ACWOUT calls as well as agents who are in after call work not associated with an ACD call Available on Generic 3 switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS TINACW includes TONACWIN and TONACWOUT This is a status item The TINAUX item appears in the following database tables Split skill tables The number of top agents logged into the skill who are in the AUX work mode This includes agents on AUXIN AUXOUT calls Available on Generic 3 switches with the EAS feature for top skills However top database items are only significant for Generic 3 switches and the ECS with EAS TINAUX includes TINAUXO TINAUX1 9 TONACDAUXOUT TONAUXIN and TONAUXOUT This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TINAUXO real time Database tables TINAUX1 9 real time Database tables TKGRP Database tables 2 180 The TINAUXO item appears in the following database tables Split skill tables The number of top agents logged into the skill who are in the AUX work for reason code 0 zero for all splits skills or on AUXIN AUXOUT calls for AUX with reason code 0 zer
254. r call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month Changing split skill or VDN call profile data while data collection is active only affects the respective split skill or VDN data This is a cumulative item Trunk group tables This indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 protocol failures with data collection active or when split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 109 Trunk tables This indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a cal
255. r outflow leaves vector processing or is answered by an agent in another split skill or abandon For the second or third split skill to which a call is queued CentreVu CMS counts an answer and an inflow if the call is answered in that split skill If the call is answered in another split the call outflows or the caller abandons CentreVu CMS counts the call as dequeued gt NOTE If a call rings in a second or third split and then abandons an inflow and abandon are counted for that split an outflow or dequeue is counted for the other splits In the following Multiple Split Skill Queuing example you see the call queue to split skill 1 first then queue to split skill 2 after 15 seconds After another 10 seconds the call enters split skill 3 s queue The call is now queued to splits skills 1 2 and 3 at the same time See the example for disposition of the call for all three splits if the call was abandoned was answered or routed to a VDN 10 SECONDS 5 SECONDS Call disposition after seconds in queue 15 SECONDS Call enters queue Call enters queue split skill 1 for Split Skill 2 for Split Skill 3 Call Disposition Split Skill 1 Split Skill 2 Split Skill 3 Abandoned from ABNCALLS DEQUEUECALLS DEQUEUECALLS Queue ABNTIME 30 DEQUETIME 15 DEQUETIME 5 Split Skill 2 Answered OUTFLOWCALLS ACDCALLS DEQUEUECALLS OUTFLOWTIME 30 ANSTIME 15 DEQUETIME 5 INFLOWCALLS
256. r Generic 3 switches with EAS and multiple call handling agents are available in other multiple call handling skills but not in this skill OTHERTIME includes ACDOTHERTIME DA ACDTIME and DA ACWTIME This is a cumulative item The OUTOCC item appears in the following database tables Trunk group tables The time during the collection interval that trunks in this trunk group were occupied by outgoing calls This is a cumulative item Trunk tables The total time during the collection interval that this trunk was occupied by outbound calls This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items RINGTIME Database tables STAFFTIME Database tables 2 103 The RINGTIME item appears in the following database tables Split skill tables The time during the collection interval that agents were in the ringing state for calls to this split skill If the agent changes work modes or answers makes another call instead of answering the ringing call RINGTIME will stop accumulating RINGTIME is the time the caller spends ringing and is independent of agent activity Note With forced multiple call handling Generic 3 Version 4 and later if an ACD call rings at the agent s voice terminal while the agent is talking on another call RINGTIME does not accumulate Available on Generic 3 switches for ring tracking This is a cumulative
257. re Supervisor These calculations present information supporting Centre Vu Advocate and Virtual Routing They not standard CMS calculations and are not part of the CMS database althouigh they draw data from the database These calculations are only available with R8 CentreVu Supervisor Calculations table Calculation Name Database Calculation Description Table Aban 100 sum ABNCALLS The number of the total dvdn sum INCALLS calls to all VDNs on a selected ACD that abandoned expressed as a percentage Used in daily reports 96 Busy 100 sum BUSYCALLS The number of the total dvdn sum INCALLS calls to all VDNs on a selected ACD that were busy expressed as a percentage Used in daily reports 96 Disconnect 100 sum DISCCALLS The number of the total dvdn sum INCALLS calls to all VDNs on a selected ACD that were disconnected expressed as a percentage Used in daily reports 96 Aban 100 ABNCALLS INCALLS The number of the total hvdn mvdn calls to a VDN that wvdn abandoned expressed as a percentage Used in interval weekly and monthly reports Database Items and Calculations Calculations Centre Vu CMS R3V8 Database Items and Calculations 2 240 Calculation Name Calculation Description Database Table Busy 100 BUSYCALLS INCALLS The number of the total calls to a VDN that were busy expr
258. rected to an off switch location INTERFLOWCALLS includes LOOKFLOWCALLS This is a cumulative item VDN tables The number of OUTFLOWCALLS that were redirected to a destination outside the switch INTERFLOWCALLS includes LOOKFLOWCALLS This is a cumulative item The INTIME item appears in the following database tables Trunk group tables The trunk holding time for all INCALLS carried by trunks in this trunk group that completed during the collection interval Trunk holding time is the time from the initial trunk seizure until the trunk goes idle that is until the caller drops the agent releases the call or the switch disconnects the call If an incoming call on a measured trunk is transferred off the switch the incoming trunk remains in use for the call and accrues trunk holding time until the caller drops or the call is released This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INTRVL Database tables 2 114 Trunk tables The trunk holding time for all INCALLS carried by this trunk that completed during the collection interval Trunk holding time is the time from the initial trunk seizure until the trunk goes idle that is until the caller drops the agent releases the call or the switch disconnects the call If an incoming call on a measured trunk is transferred off the switch the incoming trunk remains in use for the call and accrues
259. rk AVAILABLE or for Generic 3 switches with an ACD or AUXIN AUXOUT call on hold NOTE Calls the agent makes to transfer or conference an ACD call are included as AUXOUT calls AUXOUTCALLS includes AUXOUTADJCALLS AUXOUTOFFCALLS and ACDAUXOUTCALLS This is a cumulative item The AUXOUTOFFCALLS item appears in the following database tables Split skill tables The number of AUXOUTCALLS that were made to a destination outside the switch If such calls are placed by an adjunct on behalf of an agent they are also counted as AUXOUTADJCALLS Available for external calls with Generic 3 switches This is a cumulative item Agent tables The number of AUXOUTCALLS that were made to a destination outside the switch If such calls were placed by an adjunct on behalf of the agent keyboard dialed then they are also counted as AUXOUTADJCALLS Available for external calls on Generic 3 switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXOUTOFF TIME Database tables AUXOUTTIME Database tables 2 35 The AUXOUTOFFTIME item appears in the following database tables Split skill tables The talk time of all AUXOUTOFFCALLS does not include AUXOUTOFFCALLS spent on hold AUXOUTOFFTIME is included in AUXOUTTIME Available for external calls on Generic 3 switches This is a cumulative item Agent tables The talk time of all AUXOUTOFFCALLS
260. runk failures for this trunk No time or call is recorded in any of the CMS tables Trunk failures can be due to hardware problems on the trunk incompatible trunk types on either end of a call or to internal switch errors such as errors in call processing or vectoring translations This item does not include calls with short holding times The FAILURES database item is not populated for Generic 3 switches because trunks that fail are automatically placed in the maintenance busy state This is a cumulative item The FCALLS item appears in the following database tables Current day report tables Number of forecast calls carried Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items FINACW real time Database tables FINAUX Database tables FIRSTVDN Database tables FIRSTVECTOR Database tables 2 80 The FINACW item appears in the following database tables Split skill tables The number of flex agents in ACW for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The FINAUX item appears in the following database tables Split skill tables The number of flex agents in AUX for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The FIRSTVDN item appears in the following database tables Call record tables The number of the first VDN associated with the call segment This will be
261. s 2 66 The DISCTIME item appears in the following database tables Split skill tables Time all DISCCALLS spent in this split s skill s queue For the Generic Version 2 and newer switches if the call is disconnected due to the expiration of the vector disconnect timer this is the time until the call is disconnected by the switch This is a cumulative item Vector tables The time all DISCCALLS spent in this VECTOR The time until the trunk drops following the forced disconnect command for those calls recorded as DISCCALLS For Generic 3 Version 2 and later Generic 3 switches and for the ECS this is the time until the trunk drops in the case where the caller hangs up without listening to the entire announcement For Generic 3 Version 2 and newer switches and for the ECS this is the time when the call is disconnected due to the expiration of the vector disconnect timer or the time until the caller is disconnected by the switch This is a cumulative item VDN tables The time all DISCCALLS spent in this VDN The time until the trunk drops following the forced disconnect command for those calls recorded as DISCCALLS For Generic 3 Version 2 and newer Generic 3 switches if the caller hangs up during the forced disconnect announcement this is the time until the caller hangs up For Generic 3 switches this is the time until the announcement ends and the caller is disconnected by the switch This is a cumulative item Th
262. s Database Items GNAGINRING real time Database tables GNAVAILABLE real time Database tables GNINACW real time Database tables 2 82 The GNAGINRING item appears in the following database tables Split skill tables The number of greatest need agents logged into the split skill who currently have ACD calls This is a real time item The GNAVAILABLE item appears in the following database tables Split skill tables The number of greatest need agents logged into the split skill who are available in the split skill This is a real time item The GNINACW item appears in the following database tables Split skill tables The number of greatest need agents logged into the split skill who are in after call work ACW for ACD calls to the split skill This includes agents on ACWIN ACWOUT calls as well as agents who are in after call work not associated with an ACD call Available on the R6 ECS and later This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items GNINAUX real time Database tables GNINAUXO real time Database tables GNINAUX1 9 real time Database tables 2 83 The GNINAUX item appears in the following database tables Split skill tables The number of greatest need agents logged into the split skill who are on inbound and outbound ACD calls for the split skill Available on the R6 ECS and later T
263. s DA ACWOADJCALLS Requires a Generic 3 switch with ASAI This is a cumulative item The DA ACWOOFFTIME item appears in the following database tables Agent tables The talk time of all DA ACWOOFFCALLS does not include HOLDTIME DA ACWOOFFTIME is included in DA ACWOTIME Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item The DA ACWOTIME item appears in the following database tables Split skill tables Talk time of outbound extension calls the agent made while in the after call work mode for a direct agent ACD call Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item Agent tables The talk time of all DA ACWOCALLS does not include HOLDTIME DA ACWOTIME includes DA ACWOOFFTIME Available on Generic 3 switches with the ASAI or EAS feature for direct agent calling This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 57 DA_ACWTIME Database tables The DA_ACWTIME item appears in the following database tables Agent tables The duration of ACW associated with DA ACDCALLS including time on DA ACWINCALLS and DA ACWOCALLS Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling DA ACWTIME includes DA ACWINTIME and DA ACWOTIME This is a cumulative item DA ANSTIME Database tables The DA ANSTIME item app
264. s RS 2 57 DA ANSTIME 2 57 DA INACW real time 2 57 DA INQUEUE real time 2 58 DA INRING real time 2 58 DA OLDESTCALL real time 2 59 DA ONACD real time 2 59 DA_OTHERCALLS 2 60 DA_OTHERTIME 2 60 DA QUEUED Re 2 60 DA RELEASE 2 61 DA SKILL 4 ras naka OG Aw RC 2 61 DACALLS FIRST 2 61 dagent 1 14 Database Items 1 6 Database 1 16 Database Table Names 1 13 OWS c4 E E aed d v OR NR P ES Be 1 15 DEDICATED AGENT 2 232 Default Skill G2 2 with 1 9 DEFLECTCALLS 2 62 DEQUECALLS 4 4 4 s ee bee a wR Rs 2 62 DEQUETIME 2 62 DESTINATION real time 2 63 DIALED NUM 2 63 Dictionary Calculations 2 228 DIGITS DIALED 2 64 Direct Agent ACD Call G3 1 9 Direct Agent Calling 3 1 21 DIRECTION 2 64 DISGGALLS Mea 2 65 DISCTIME EO OR BR BOR a 2 66 DISPIVEC TOR s d eh ad Rc 2 66 DISPOSITION 2 67 2 227 DISPPRIORITY 2 68 DISPSKLEEVEL 4 3 5 3 Gow Boas Boa de Bras ds 2 68 DISPSPLIT 4
265. s he tee Ia 2 179 0 2 180 1 9 2 180 TK DIR OS 4 oe e ws 2 225 BGA Boe A ee EG 2 225 TROT Y PE pce doce hon Stk ee He 2 225 TKGRP e de nri qd 2 180 TRSTA TEs acu d ek du cie ons ch 2 225 TKSTATE real time 2 181 TONAGD 9 eo die 2 182 TONACDAUXOUT 2 182 TONAGDOUD 4 uc obse ok 2 182 TONACWIN 2 183 2 183 TONAUXIN OG Bere eB ae 2 183 2 184 2 237 TOP_AVAUXTIME_SUM 2 237 TOPGALES s 5 Qube Be OR we 2 184 TOPSKILL 4 5 ee dae mcm 2 184 ACDACW SUM 2 237 TOT I ACDHOLD SUM 2 238 TOT PERCENTS 2 185 TOTAL ACDCALLS 2 238 TOTAL ACDTIME 2 238 TOTAL_ACWTIME 2 238 TOTAL I ACDAOW 2 238 TOTAL_I_ACDHOLD 2 238 TOTAL I ACDTIME 2 238 TOTAL_I_ACWTIME 2 238 TOTHER 5 g 0 OS Ede 2 185 Centre Vu CMS R3V8 Database Items and Calculations IN 7 Tracking of Times Duration 1 28 Transfer 0 1 23 TRANSFERRED 2 18
266. s is a cumulative item The HDATE1 4 items appear in the following database tables Current day configuration tables Date of first HDATE1 second HDATE2 third HDATES and fourth HDATE4 days of historical data to be used Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items HELD Database tables HIGHCALLS Database tables HOLDABN Database tables 2 89 The HELD item appears in the following database tables Call record tables Total number of times this call was placed on hold by the answering agent in this call segment With agent to agent calls this count is incremented for the agent who puts the call on hold but not for the calling agent For the ECS and Generic 3 switches applies to all calls the agent put on hold The HIGHCALLS item appears in the following database tables Split skill tables Number of ACDCALLS with high priority that were answered by agents in this split skill for example answered calls that were queued to the split skill with high priority by a queue to main or check backup vector command For Generic 3 switches with the Vectoring feature this includes calls that were queued to a split skill with priority using the route to or messaging split skill vector commands and calls that queued directly to a split skill with priority Priority in these cases is determined by the class of restriction of the originator which is an age
267. s is an administrative item VDN tables The number of minutes in the timed period 15 30 or 60 INTRVL applies to intrahour tables only This is an administrative item Call work codes tables The number of minutes in the intrahour interval 15 30 or 60 INTRVL applies to intrahour tables only This is an administrative item Current day report tables Length of intrahour interval 15 30 or 60 INTRVL applies to intrahour tables only The INVECTOR real time item appears in the following database tables VDN tables The current number of INPROGRESS calls that are being processed by a vector Calls that are in queue and calls that are ringing are still counted as INVECTOR Calls are no longer counted as INVECTOR when they connect to a station are answered by an agent abandon or outflow from the VDN INVECTOR includes INQUEUE and INRING This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ITN index Database tables KEYBD_DIALED Database tables LASTCWC Database tables LASTDIGITS Database tables 2 116 The ITN index item appears in the following database tables Trunk tables The internal trunk number of the trunk This is a row identifier item The KEYBD_DIALED item appears in the following database tables Agent trace tables Call was keyboard dialed Available on Generic 3 switches with the ASAI feature The
268. s item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACWINCALLS Database tables ACWINTIME Database tables 2 19 The ACWINCALLS item appears in the following database tables Split skill tables Number of inbound extension calls received by agents while in ACW for split skill ACD calls or in ACW This is a cumulative item Agent tables The number of inbound extension calls received by the agent while in ACW This includes ACW for split skill and direct agent ACD calls and ACW not associated with a call This is a cumulative item The ACWINTIME item appears in the following database tables Split skill tables Talk time of all ACWINCALLS ACWINTIME does not include hold time on Generic 3 switches It does include time spent on calls received while in ACW not associated with an ACD call This is a cumulative item Agent tables Talk time of all ACWINCALLS ACWINTIME includes DA ACWINCALLS but does not include HOLDTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACWOUTADJ CALLS Database tables ACWOUTCALLS Database tables 2 20 ACWOUTADJCALLS item appears in the following database tables Split skill tables Number of ACWOUTCALLS that were placed by an adjunct on behalf of an agent keyboard dialed If such calls are placed to off switch destinat
269. s ringing and is independent of agent activity Available on a Generic 3 switch for ring tracking This is a cumulative item Agent tables The time split skill and direct agent ACD calls spent ringing at the agent s position independent of disposition or other agent activity RINGTIME is the time the caller spends ringing and is independent of agent activity RINGTIME is the time the agent spends in the ringing state and is affected by other agent activity RINGTIME includes ANSRINGTIME Available on Generic 3 switches This is a cumulative item Vector tables The time split skill and direct agent ACD that rang at agent positions Available on Generic 3 switches This is a cumulative item VDN tables Time split skill and direct agent ACD calls spent ringing at agent positions independent of final disposition Available on Generic 3 switches and on the ECS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ROLE real time Database tables ROW_DATE index Database tables 2 158 The ROLE item appears in the following database tables Agent report tables The agent s service role for the split Values are Top Reserve Backup Standard Roving and Flex Requires DEFINITY ECS R6 or later with EAS This is a status item The ROW_DATE index item appears in the following database tables Split skill tables Date on wh
270. s routed successfully If the timer times out the call is dropped by the switch and the CentreVu CMS records a forced disconnect for the call The G3V4 switch provides a vector conditional base don a count of the active calls to a VDN Incoming trunk calls that route directly to the VDN by Direct Inward Dialing DID DCS PRI tie or tandem trunks or incoming trunk calls where the VDN is considered the incoming destination are considered active calls for a VDN Incoming trunk night service calls where the VDN is the night service destination or calls that forward or cover to the VDN that have not already routed to another VDN on this switch are also considered active calls for a VDN The G3VA switch will send the current active VDN call count to R3V4 CMS where it can be displayed on real time reports Note that the switch s count of active calls is not the same as the CMS count of INPROGRESS calls in the VDN since the definition of active in the VDN differs between the switch and CMS CMS counts calls as INPROGRESS in the VDN whether they are inbound trunk calls or internal calls and regardless of whether this is the first VDN for the call or not This timer is started when a call begins ringing at an agent or station It is stopped if the call is answered connected or redirected Once a redirected call begins ringing the timer is restarted In the case of redirection on no answer if the call cannot be redirected the WAST is restar
271. s the DEFINITY ECS R6 and later Call record tables The UCID is the Universal Call Identifier a unique number assigned to this call segment within the customer network Requires the DEFINITY ECS R6 and later USE SVC OBJ real time Database tables The USE SVC OBJ item appears in the following database tables Agent tables The agent requests calls based on the administered service objective for this skill Values are 12 YES 2 NO Requires DEFINITY ECS R6 or later with EAS This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items VDISCCALLS Database tables VDN Database tables 2 189 The VDISCCALLS item appears in the following database tables Vector tables The number of calls forced to disconnect because the vector disconnect timer timed out or because the call reached a vector stop without being queued Vector stop means an explicit stop vector command the end of the vector or the call executed 1000 vector steps Available on Generic 3 Version 2 and newer switches This is a cumulative item VDN tables Number of calls forced to disconnect because the vector disconnect timer timed out or because the call reached a vector stop without being queued Vector stop means a stop vector command the end of the vector or the call executed 1000 vector steps Available on Generic 3 Version 2 and newer switches and on the ECS This is a c
272. se Items PERCENT real time Database tables PERIOD 1 9 Database tables PERIODCHG Database tables 2 145 The PERCENT real time item appears in the following database tables Agent tables The agent s percent allocation 0 100 for a skill Requires a DEFINITY ECS R6 or later with EAS This is a status item The PERIOD 1 9 item appears in the following database tables Split skill tables The length in seconds of each service level increment as defined in the Call Center Administration Split Skill Call Profile window Each increment represents a progressively longer wait time CentreVu CMS counts answered or abandoned calls that wait beyond the last increment PERIODO in either ACDCALLS10 or ABNCALLS10 This is an administrative item VDN tables Length in seconds of each service level increment as defined in the Call Center Administration Each increment represents a progressively longer wait time CentreVu CMS counts answered or abandoned calls that wait beyond the last increment PERIOD9 in ANSCONNCALLS 10 This is an administrative item The PERIODCHG item appears in the following database tables Split skill tables Indicates whether or not service level increments PERIOD1 9 as defined on the Call Center Administration Split Skill Call Profile window changed during the collection interval Valid values for PERIODCHG are 1 YES and 02 NO This is an administrative item Database Items and
273. sented by skill level 2 will be represented by 5 and skill levels 3 through 16 by blank Users of more than 2 skill levels should use SKLEVEL instead of SKILLTYPE items Available for Generic 3 switches with EAS and requires Generic 3 Version 2 switches with EAS The SKLEVEL item appears in the following database tables Agent tables The skill level from 1 16 or the reserve level 1 or 2 for a reserve skill associated with the first skill the agent logged into This SKLEVEL applies to LOGONSKILL Requires the R6 or later ECS with the EAS feature Reserve levels are only available on the ECS R6 or later This is a status item Agent login logout tables Indicates the agent s skill level 1 16 for a normal skill or reserve level 1 or 2 for a reserve skill This SKLEVEL applies to LOGONSKILL Requires a DEFINITY ECS R5 or R6 or later with EAS Reserve levels are only available on the ECS R6 or later The SKLEVEL2 20 item appears in the following database tables Agent tables Indicates the agent s skill level 1 16 for a normal skill or reserve level 1 or 2 for a reserve skill This SKLEVEL2 20 applies to LOGONSKILL2 20 Requires a DEFINITY ECS R5 or R6 or later with EAS Reserve levels are only available on the ECS R6 or later This is a status item Agent login logout tables Indicates the agent s skill level 1 16 for a normal skill or reserve level 1 or 2 for a reserve skill This SKLEVEL2 20 applies to LOGON
274. ssociated with a split skill ACD call or not associated with a call This ACWTIME includes ACWINTIME and ACWOUTTIME This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ARRIVED Database tables AUXINTIME Database tables 2 96 The ARRIVED item appears in the following database tables VDN tables Number of calls that reached this VDN during this interval This is a cumulative item The _AUXINTIME item appears in the following database tables Agent tables The time during the collection interval that the agent was in AUX work AVAILABLE or for Generic 3 switches including time when an ACD or AUXIN AUXOUT call is on hold and on inbound extension calls and SPLIT was the OLDEST LOGON AUXINTIME includes ACDAUXINTIME but does not include time calls spent on hold which include time spent on hold unless the agent makes an outgoing call with an AUXIN call on hold Split Skill tables The time during the collection interval that POSITIONS were in AUX work AVAILABLE or for Generic 3 switches including time when an ACD or AUXIN AUXOUT call is on hold and on inbound extension calls AUXINTIME includes ACDAUXINTIME but does not include time inbound extension calls spent on hold This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items AUXOUTTIME Dat
275. successful lookahead interflow attempts 75 Number unsuccessful adjunct routing attempts 80 Time in vector min 81 Time in vector max This is a cumulative item The FAGINRING item appears in the following database tables Split skill tables The number of flex agents 0 999 with this skill ACD call ringing Requires DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items FAVAILABLE real time Database tables FAILURES Database tables FCALLS Database tables 2 79 The FAVAILABLE item appears in the following database tables Split skill tables The number of flex agents available 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The FAILURES item appears in the following database tables Trunk Group tables The number of trunk failures for this TKGRP No time or call is recorded in any of the CMS tables Trunk failures can be due to hardware problems on the trunk incompatible trunk types on either end of a call or internal switch errors such as errors in call processing or vectoring translations This item does not include calls with short holding times The FAILURES database item is not populated for Generic 3 switches because trunks that fail are automatically placed in the maintenance busy state This is a cumulative item Trunk tables The number of t
276. sum Il ACDOTHERTIME ACDAUXINTIME ACDAUX OUTTIME Subcalculation that supports the new AVG TOP STAFF S UM calculation Sum of the time agents spent with ACD calls on hold TOTAL ACDACW sum ACDTIME ACWTIME 4 DA ACDTIME I DA ACWTIME 1 RINGTIME Subcalculation that supports the new AVG TOP STAFF calculation Sum of the ACD and ACW time for split skill and direct agent calls plus the agent ringing time for those calls TOTAL ACDCALLS ACDCALLS DA ACDCALLS Total split skill and direct agent ACD calls TOTAL ACDHOLD sum 1 ACDOTHERTIME ACDAUXINTIME ACDAUX OUTITME Subcalculation that supports the new AVG TOP STAFF calculation Sum of the time agents spent with ACD calls on hold TOTAL ACDTIME ACDTIME DA ACDTIME Total ACD time TOTAL ACWTIME ACWTIME DA ACWTIME Total ACW time TOTAL ACDTIME ACDTIME DA ACDTIME Total interval based ACD time TOTAL ACDHOLD ACDOTHERTIME ACDAUXINTIME ACD ACDAUX OUTTIME Sum of the time agents spent with ACD calls on hold TOTAL ACWTIME L ACWTIME 1 DA ACWTIME Total interval based ACW time Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Calculations 2 239 Reports specific Calculations Overview The calculations in this section have been added specifically to support reports modified for V8 Cent
277. switches This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ACDTIME Database tables ACWINTIME Database tables 2 94 The ACDTIME item appears in the following database tables Split skill tables Time during the collection interval that POSITIONS were on split skill ACD calls This includes time on ACDCALLS as well as on ACDCALLS This is a cumulative item Agent tables The time during the collection interval that the agent was talking on ACD calls for SPLIT or the time ACD calls spent on hold ACDTIME includes time spent on O ACDCALLS but does not include HOLDTIME This is a cumulative item The ACWINTIME item appears in the following database tables Split skill tables The time during the collection interval that POSITIONS were in ACW for this split skill either associated with a split skill ACD call or not associated with a call and on inbound extension calls This does not include time inbound extension calls spent on hold Available on Generic 3 switches This is a cumulative item Agent tables The time during the collection interval that the agent was in ACW and on inbound extension calls ACWINTIME includes ACW for split skill ACD calls and ACW not associated with a call but does not include the time inbound ACW calls spent on hold This is a cumulative item Database Items and Calculations Centre Vu
278. t TRANSFERRED calls include both inbound and outbound calls Therefore OTHERCALLS and O OTHERCALLS may each include some SHORTCALLS For Generic 3 switches this includes transferring all calls This is a cumulative item Trunk group tables The number of calls that the agent transferred to another destination Note that TRANSFERRED includes both inbound and outbound calls Therefore OTHERCALLS and O OTHERCALLS may each include some TRANSFERRED For Generic 3 switches TRANSFERRED includes all calls that transferred This is a cumulative item VDN tables Number of calls that were transferred to another destination For Generic Generic 3 switches and for the ECS TRANSFERRED includes all VDN calls transferred This is a cumulative item Agent trace tables Whether or not an answering agent initiated a transfer for this call Valid values are YES and NO For Generic 3 switches TRANSFERRED includes all calls that are transferred Call record tables Whether or not an answering agent initiated a transfer for this call segment Valid values are O NO 1 YES For Generic 3 switches and the ECS TRANSFERRED includes all calls that are transferred Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items TRENDBASE Database tables TRUNKS Database tables TSTAFFED real time Database tables 2 187 The TRENDBASE item appears in the following database tables Current day
279. t are N M or B included in the sum of the database item or specific switches that the database item applies to is also listed Database Tables The following database item tables are included in this document Split Skill Agent Trunk Group Trunk Vector VDN Call Work Codes Agent Login Logout Agent Trace Current Day Configuration forecasting Current Day Report forecasting Call Record Exceptions Introduction Centre Vu CMS R3V8 Database Items and Calculations How Database ltems and Calculations Are Presented 1 3 Items in Different Tables Items in Definitions Index Database Items Database Item Types Historical and Real Time Data Many database items are included in more than one database table When an item is in more than one table the definition may or may not be the same from table to table Database items that are used in the description of another database item are in boldface type The index database items in each table are marked Indexes add structure to table rows so that CentreVu CMS can retrieve data faster The row search criteria you define for custom reports should be based on indexes whenever possible For historical custom reports always include a where clause based on the ROW DATE database item Each database item contains one of the following types of data C Cumulative data accumulates throughout the collection interval Most real time data
280. t skill or direct agent Calls that route to a split skill or direct agent by way of a route to adjunct routing or messaging split skill command are still tracked in the vector OUTFLOWCALLS includes GOTOCALLS and INTERFLOWCALLS This is a cumulative item VDN tables Number of INCALLS that were redirected to another VDN or to a destination outside the switch by way of a route to or adjunct routing command or were redirected to another VDN by the Redirect on No Answer feature Note that calls are only counted as outflows from the VDN when they are redirected to another VDN or to an off switch destination Calls in the VDN that route to other destinations such as split skills or extensions are not counted as outflows from the VDN OUTFLOWCALLS includes INTERFLOWCALLS and SLVLOUTFLOWS This is a cumulative item The OUTFLOWTIME item appears in the following database tables Split skill tables The time all OUTFLOWCALLS waited in queue or ringing before being redirected This is a cumulative item Vector tables Time all OUTFLOWCALLS spent in the VECTOR before being redirected OUTFLOWTIME includes GOTOTIME This is a cumulative item VDN tables Time all OUTFLOWCALLS spent in the VDN before being redirected This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OUTTIME Database tables PENDINGSPLIT real time Database tables
281. ted If the WAST times out the call is dropped by the switch and the Centre Vu CMS records an abandon from ringing for the call Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 31 Universal Call ID DEFINITY ECS R6 CentreVu Advocate ECS R6 and later A Universal Call ID is a unique tag that is assigned to a call The purpose of the UCID is to allow call related data to be collected and aggregated from multiple sources for example DEFINITY and Intuity Conversant and multiple sites The UCID may then be used to group all the data from various sources about a particular call CMS will receive the UCID assigned to calls by a DEFINITY ECS R6 with this feature enabled The UCID is then stored along with data about the call itself by the call history feature which includes both internal and external call history The data will be available to both Custom Reports and the Report Designer UCID data is stored in the call history and agent trace tables CentreVu Advocate is available on the DEFINITY ECS Release 6 and later versions Centre Vu Advocate has introduced database tracking items for CMS Skill State Skills can now be in one of four states unknown normal overload 1 or overload 2 based on the Expected Wait Time EWT threshold Time spent in each state except unknown is tracked in the split skill tables The st
282. tem The R2INAUX item appears in the following database tables Split skill tables The number of reserve2 agents in AUX work for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R2ONACD item appears in the following database tables Split skill tables The number of reserve2 agents on ACD calls for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item Database Items and Calculations Database Items R20THER real time Database tables R2STAFFED real time Database tables RAGOCC Database tables RAVGSPEED ANS Database tables Centre Vu CMS R3V8 Database Items and Calculations 2 154 The R2OTHER item appears in the following database tables Split skill tables The number of reserve2 agents in the OTHER work state for this skill 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The R2STAFFED item appears in the following database tables Split skill tables The number of agents staffing this skill as reserve2 0 999 Requires a DEFINITY ECS R6 or later with EAS This is a real time item The RAGOCC item appears in the following database tables Current day report tables Resulting maximum percentage of time that an agent will be on ACD calls The RAVGSPEEDANS item appears in the following database tables Current day report tables Resulting average speed of answer in secon
283. tem appears in the following database tables Agent tables The outbound call origination for the call the agent is currently talking on for any split skill Valid values for ORIGIN are blank PHONE and KEYBOARD adjunct dialed This is a status item The ORIGLOCID item appears in the following database tables Call record tables The location ID of the agent originating the call Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ORIGLOGIN Database tables ORIGREASON Database tables OTHER real time Database tables 2 138 The ORIGLOGIN item appears in the following database tables Call record tables Login ID of the agent originating the call This is used for calls an agent originates to another agent to an on switch extension or to an external destination The ORIGREASON item appears in the following database tables Call record tables The reason code 0 through 9 associated with the originating agent s mode if the agent is in the AUX mode For agents in AUX on switches with releases prior to the ECS or switches that do not have EAS and reason codes active ORIGREASON is always 0 The OTHER real time item appears in the following database tables Split skill tables The current number of POSITIONS doing OTHER work Agent POSITIONS will show up in OTHER directly after the link to the switch comes up and directly after the agents log in before t
284. tems and Calculations Database Items BH ACDCALLS Database tables BH ACDTIME Database tables BH ALLINUSE TIME Database tables 2 40 The BH ACDCALLS item appears in the following database tables Trunk group tables The number of incoming calls carried by this trunk group during the busy hour that were answered by an agent as split skill or direct agent ACD calls This is a busy hour item VDN tables The number of ACDCALLS that were completed during the busy hour This is a busy hour item The BH ACDTIME item appears in the following database tables VDN tables The talk time of ACDCALLS that were completed during the busy hour This is a busy hour item The BH ALLINUSETIME item appears in the following database tables Trunk group tables The length of time during the busy hour that all trunks in the trunk group were in use This is a busy hour item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 41 BH_BUSYCALLS Database tables The BH_BUSYCALLS item appears in the following database tables Trunk group tables The number of incoming calls carried by the trunk group during the busy hour that were given a busy signal by the switch This is a busy hour item VDN tables The number of INCALLS that were given a busy signal by the switch during the busy hour This is a busy hour item BH_DISCCALLS Database tables The BH_DISCCALLS item
285. th the call These digits are a two digit string provided by ISDN PRI to indicate the type of originating line of the caller These digits supply information about the originator location for example pay phone hospital or prison The column is blank if the call does not contain II digits Available on the ECS and newer switches The CALLING LOGID item appears in the following database tables Trunk tables The Login ID of the agent originating the current call on this trunk This is NULL when the trunk idles This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items CALLING_PTY Database tables CALLSOFFERED Database tables CHANGE Database tables 2 49 The CALLING_PTY item appears in the following database tables Agent trace tables Calling party identification which is the ANI SID for Generic 3 Version 4 and later switches with ISDN ANI delivery extension or trunk equipment location identifying the originator of the call The field is blank if the trunk is not measured or for internal calls if the originating extension is not measured Call record tables Calling party identification which is the Automatic Number Identification ANI Station Identification SID for Generic 3 Version 4 and newer switches with ISDN ANI delivery extension or trunk equipment location identifying the originator of the call This field is blank if the trunk is n
286. the trunk idles at which time it is set to NULL Available on Generic 3 switches with vectoring This is a status item Vector tables This is an index item The vector number that this row represents Available on Generic 3 switches with vectoring This is a row identifier item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items WMODE_SEQ Database tables WORKCODE Database tables 2 191 VDN tables This is an index item Vector number associated with this VDN This is an administrative item VDN exception table Vector number associated with this VDN or for which the exception occurred This is a cumulative item Vector exception table Vector number that this row represents or for which the exception occurred This is a cumulative item The WMODE SEQ item appears in the following database tables Agent trace tables Sequence number for events that occur in the same second The WORKCODE item appears in the following database tables Agent trace tables Call work code the agent entered for the call Available on Generic 3 switches with call work codes Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items WORKMODE real time Database tables WORKSKILL real time Database tables 2 192 The WORKMODE item appears in the following database tables Agent tables This is a real time item
287. the case that the agent is available In this case WORKSKILL will be blank and WORKSPLIT will contain one of the split skills in which the agent is available For releases with the EAS feature active it is recommended to use WORKSKILL instead of WORKSPLIT in reports Requires a Generic 3 Version 2 or later switch with the EAS feature This is a status item The WORKSKLEVEL real time item appears in the following database tables Agent tables Contains either a skill level 1 16 for a normal skill or a reserve level 1 or 2 for a reserve skill This WORKSKLEVEL applies to WORKSKILL Requires a Generic 3 Version 2 or later switch with the EAS feature Reserve levels are only available on the ECS R6 or later This is a status item The WORKSPLIT real time item appears in the following database tables Agent tables Use WORKSPLIT for the following call conditions When an agent is on a split skill or direct agent ACD call or in ACW this is the split skill associated with the call or ACW When an agent is available this is one of the splits skills the agent went available in When an agent is on an AUXIN AUXOUT call from the available state while in AUX or with an AUXIN AUXOUT call on hold this is OLDEST LOGON split skill Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items WORKSPLIT2 3 real time Database tables WT1 4 Database tables 2 194
288. the oldest call waited to be answered ringing in this VDN This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items OLDEST_LOG ON real time Database tables ONACD real time Database tables ONACDAUXOUT real time Database tables 2 134 The OLDEST_LOGON real time item appears in the following database tables Agent tables The split skill the agent has been logged into the longest For Generic 3 switches with EAS this is always the first administered skill This is a status item The ONACD real time item appears in the following database tables Split skill tables The current number of POSITIONS that are on inbound and outbound ACD calls to this split skill ONACD includes ONACDOUT This is a status item The ONACDAUXOUT real time item appears in the following database tables Split skill tables The current number of POSITIONS that are on AUXOUT calls with an ACD call on hold for this split skill For agents in multiple skills with multiple call handling the last call the agent put on hold was for this skill Available for Generic 3 switches This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ONACDOUT real time Database tables ONACWIN real time Database tables ONACWOUT real time Database tables 2 135 The ONACDOUT real ti
289. ther or not the answering agent in this segment requested supervisor assistance on this call Valid values for ASSIST are 0 1 YES The ASSIST_ACTV item appears in the following database tables Agent trace tables Agent requested supervisor assistance pressed the ASSIST button The ASSISTS item appears in the following database tables Split skill tables The number of times the supervisor was called supervisor assists by agents on split skill calls direct agent ACD calls or in call related ACW for this split skill This is a cumulative item Agent tables The number of times the supervisor was called supervisor assists by agents on a split skill direct agent ACD calls or in call related ACW for this split skill This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items ATAGENT real time Database tables AUDIO Database tables AUXINCALLS Database tables 2 32 The ATAGENT real time item appears in the following database tables VDN tables The current number of INPROGRESS calls ACD and non ACD that have been answered by an agent or connected to a station This is a status item The AUDIO item appears in the following database tables Trunk group tables The number of calls for which audio difficulty problems were reported for a trunk or for trunks in this trunk group Available on Generic 3 switches This is a cu
290. time item appears in the following database tables Trunk tables The number of ACD split skill queues that the call is in This is blank NULL when the trunk goes idle gets forced busy gets a forced disconnect connects to a station or agent or forwards out of the queue Values NULL 1 3 This is a status item The QUETYPE real time item appears in the following database tables Trunk tables Whether this call entered the queue by the queue to main or another vector step QUETYPE is NULL for direct agent calls when vectoring is not used and when the call dequeues is answered abandoned gets forced busy or gets a forced disconnect Valid values are NULL MAIN and BACKUP This is a status item The QUETYPE2 3 real time item appears in the following database tables Trunk tables Whether this call entered the second or third queue by the queue to main or another vector step QUETYPE2 and QUETYPE3 are NULL when vectoring is not used and when the call dequeues is answered abandoned gets forced busy or gets a forced disconnect Valid values are NULL MAIN and BACKUP Available on Generic 3 switches This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items R1AGINRING real time Database tables R1AVAILABLE real time Database tables R1INACW real time Database tables 2 150 The R1AGINRING item appears in the following
291. tive item Malicious call trace exception table Time at which the malicious call was reported This is a cumulative item Data collection exception table Time at which data collection was interrupted This is a cumulative item The RSERVLEVELP item appears in the following database tables Current day report tables Resulting percentage of calls to be handled within SERVLEVELT seconds Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items SEGMENT Database tables SEGSTART Database tables SEGSTOP Database tables 2 161 The SEGMENT item appears in the following database tables Call record tables Number identifying the call segment Segment numbers are from 1 up to the number of segments in the call The SEGSTART item appears in the following database tables Call record tables UNIX time and date when the call segment started UNIX time and date is the number of seconds since midnight 01 01 70 Call segments start when CMS receives the first message for the call since each call segment represents a call When an agent transfers or conferences a call the agent makes another call to bring about the transfer conference The SEGSTOP item appears in the following database tables Call record tables UNIX time and date when the call segment ended UNIX time and date is the number of seconds since midnight 01 01 70 A call segment ends when all trunks and
292. tive item VDN tables Number of inbound calls that were directed to this VDN INCALLS includes ABNCALLS INFLOWCALLS OTHERCALLS RETURNCALLS and RINGCALLS which includes ACDCALLS INCALLS ABNCALLS ACDCALLS OTHERCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INCOMPLETE Database tables 2 108 The INCOMPLETE item appears in the following database tables Split skill tables Indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 switches protocol failures with data collection active or when split skill or VDN call profile is changed with data collection active The value for interval tables indicates whether data is incomplete for the interval 0 NO 1 YES The value in the daily weekly and monthly tables indicates the number of incomplete intervals in the day week or month This is a cumulative item Agent tables This indicates whether or not data is complete for this collection interval Data is incomplete whenever the link goes down and whenever tracking is aborted for calls due to trunk failures the trunk going maintenance busy with a call active Generic 3 protocol failures with data collection active or when split skill o
293. treVu Report Designer Version 8 User Guide 585 210 930 CentreVu CMS R3V8 Documentation CD ROM 585 210 926 Introduction Centre Vu CMS R3V8 Database Items and Calculations General Information 1 1 1 Introduction General Information Introduction This document describes the CentreVu CMS database tables the items in the database tables and the standard Dictionary calculations that use the database items This chapter is organized as follows How Database Items and Calculations Are Presented Terminology Database Table Names Interactions with Switch Features and Tracking of Switch Capabilities Introduction Centre Vu CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented 1 2 How Database Items and Calculations Are Presented Introduction Database Items Sample Database Item Table This section outlines how the CentreVu CMS database items and calculations are presented later in the document This document defines database items used in CentreVu Supervisor reports The database items are presented in a table format according to ACD element split skill agent vector VDN trunk trunk group exception and so on Below is an example of how the information is presented Database Description Type DATABASE ITEM The definition of the database item is given here Any C A S additional information such as other database items tha
294. trunk holding time until the caller drops or the call is released This is a cumulative item Vector tables The time all DISCCALLS spent in this VECTOR The time until the trunk drops following the forced disconnect command for those calls recorded as DISCCALLS This is a cumulative item VDN tables The time spent by INCALLS in this VDN INTIME ACDTIME ABNTIME ANSTIME HOLDTIME OTHERTIME This is a cumulative item The INTRVL item appears in the following database tables Split skill tables Number of minutes in the intrahour interval 15 30 or 60 INTRVL applies to intrahour tables only This is an administrative item Agent tables The number of minutes in the intrahour interval 15 30 or 60 INTRVL applies to intrahour intervals only This is an administrative item Trunk group tables The number of minutes in the intrahour interval 15 30 or 60 INTRVL applies to intrahour tables only This is an administrative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items INVECTOR real time Database tables 2 115 Trunk tables The number of minutes in the intrahour interval 15 30 or 60 INTRVL applies to intrahour intervals only This is an administrative item Vector tables The number of OUTFLOWCALLS that were redirected to another vector by way of a go to vector command Available on Generic switches and on the ECS Thi
295. ts in which the agent worked The login ID of the agent regardless of the number of skills assigned to the agent Data are still collected for the agent by skill so the total work for the agent must be summed over all skills in which the agent worked The agent s state changes to ACD or Direct Agent ACD DACD The term answered is used only for split skill and direct agent ACD calls See Connected for non ACD calls For manual answer agents the call is answered when the agent selects the ringing line appearance For automatic answer agents the call is answered directly after the zip tone is applied In this call answering mode an agent who releases an ACD call receives another ACD call immediately or if timed ACW is in use after the timed ACW period expires if there is a call queued A work mode in which agents are engaged in non ACD work This may represent a break or lunch training mail team meetings and so on Extension non ACD calls that agents make or receive while available in auto in or manual in mode are tracked as AUXOUT or AUXIN calls A method of automatic call distribution between switches based on Expected Wait Time EWT BSR can be used either as a single site or as a multi site feature Introduction Terminology Centre Vu CMS R3V8 Database Items and Calculations Call Segment Connected Call Default Skill Generic 2 2 EAS and later Direct Agent ACD Call Generic 3 Expert Age
296. tware Crystal Reports is a trademark of SeaGate Software Solaris is a trademark of Sun Microsystems Inc SPARC trademarks including the SCD compliant logo are trademarks or registered trademarks of SPARC International Inc SPARCstation SPARCserver SPARCengine SPARCworks and SPARCompiler are licensed exclusively to Sun Microsystems Inc Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems Inc Sun and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems Inc Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems Inc UNIX is a registered trademark in the United States and other countries licensed exclusively through X Open Company Limited All other products mentioned herein are the trademarks of their respective owners vovv yyyyyy ow y y Ordering Information Acknowledgment Call Lucent Technologies Publications Center This document was developed by Lucent Technologies Global Learning Voice 1 800 457 1235 Solutions Organization International Voice 317 322 6416 Fax 1 800 457 1764 ud International Fax 317 322 6699 e BECYEIEDPRPER rite Lucent Technologies BCS Publications Center 2855 N Franklin Road Indianapolis IN 46219 Order Document No 585 210 939 Comcode 108502345 Issue 1 December 1999 You can be placed on a Standing Order list for this and other documents you may need Standing Order will enable you to automatically rec
297. ue priority and wiat time of the call Greatest Need Call Handling Preference An agent assigned Greatest Need call handling preference will receive calls based on the queue priority and wait time current wait time or predicted wait time of the call not based on the level assigned for the skill Percent Allocation Call Handling Preference An agent assigned Percent Allocation call handling preference will receive a call based on a comparison of times spent on calls for each skill level and the percentage of time the agent has been allocated for each skill level Introduction Centre Vu CMS R3V8 Database Items and Calculations Interactions with Switch Features and Tracking of Switch Capabilities 1 17 Forced Disconnect Look Ahead Interflow Calls Personal Call Tracking Tracking of AUXIN and AUXOUT Time Tracking for Route To Calls For G3V2 and later switches a call is counted as a forced disconnect call whenever the forced disconnect vector step is executed The call is counted as a disconnected call even if the caller hangs up before listening to the entire announcement For G3V2 and later G3 switch releases a call that is dropped by the switch because the Vector Disconnect Timer timed out or reached the end of vector processing without being queued will also be recorded as a forced diconnect call For Generic 3 switches CentreVu CMS separately tracks look ahead interflow calls attempted and completed using
298. ulations Database Items HOLDACDTIME Database tables HOLDCALLS Database tables 2 91 The HOLDACDTIME item appears in the following database tables Agent tables The time split skill and direct agent ACD calls spent on hold at the agent s voice terminal This includes time on AUXIN or AUXOUT calls with the ACD calls on hold This is a cumulative item VDN tables The time spent by split skill or direct agent ACD callers spent on hold This is a cumulative item The HOLDCALLS item appears in the following database tables Split skill tables Number of split skill ACD calls that were placed on hold at least once Available on Generic 3 switches HOLDCALLS includes HOLDABNCALLS This is a cumulative item Agent tables The number of calls that were placed on hold at least once HOLDCALLS includes HOLDABNCALLS For Generic 3 switches HOLDCALLS applies to all calls the agent put on hold Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling This is a cumulative item VDN tables The number of calls that were placed on hold at least once HOLDCALLS also includes HOLDABNCALLS and HOLDACDCALLS For Generic 3 switches and for the ECS HOLDCALLS applies to all calls the agent put on hold This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items HOLDTIME Database tables ACDAUXIN TIME Database tables
299. umulative item The VDN item appears in the following database tables Agent tables This is a real time item The VDN that is associated with the agent s current split skill or direct agent ACD call Available on Generic 3 switches with vectoring and Generic 3 Version 4 switch with EAS This is a status item Trunk group tables The VDN to which the TKGRP terminates Available on Generic 3 switches with vectoring This is an administrative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items VECTOR Database tables 2 190 Trunk tables This is a real time item The VDN that is associated with the current call This stays set until the trunk idles at which time it is set to NULL Available on Generic 3 switches with vectoring This is a status item VDN tables This is an index item Vector directory number associated with this VDN This is a row identifier item VDN exception table VDN for which the exception occurred or that carried the malicious call This is a cumulative item Malicious call trace exception table The VDN for which the exception occurred or that carried the malicious call Available on Generic 3 and newer switches with vectoring This is a cumulative item The VECTOR item appears in the following database tables Trunk tables This is a real time item The vector that is associated with the current call This stays set until
300. vailable in at least some splits real time reports show all the splits in which the agent is available For skills the agent cannot be available in some skills and not available in others unless Multiple Call Handling MCH is active The Skill Status report shows all the agent s login skills If an ACD call is ringing the agent s voice terminal the real time report shows the RINGING state If a personal call is ringing at the agent s voice terminal the real time report shows the OTHER state No split skill is shown for the AUX and UNKNOWN states because these states are not split skill related unless the agent is on a call AUXIN or AUXOUT in which case the split skill is shown in the report The agent is shown as being in AUX only if the agent is in AUX in all splits skills With real time split skill reports if an agent is available in split 1 and in AUX in split 2 and you request the Split Skill report which displays both splits the report shows the agent is AVAIL in split 1 and OTHER in split 2 Introduction Interactions with Switch Features and Tracking of Switch Capabilities Multiple Split Skill Queuing G3 Multiple Split Skill Queueing Example ta Call queues to Centre Vu amp CMS R3V8 Database Items and Calculations 1 25 On a Generic 3 switch calls can be queued to as many as three splits skills simultaneously For the first split skill to which a call is queued primary split skill CentreVu CMS counts an answe
301. where in the network Requires the DEFINITY ECS R6 and later Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items NETPOLLS Database tables NOANSREDIR Database tables 2 128 The NETPOLLS item appears in the following database tables Vector tables Number of network polls for the consider steps in BSR Requires the DEFINITY ECS R6 and later This is a cumulative item VDN tables Number of network polls for BSR consider steps Requires the R6 and later ECS This is a cumulative item The NOANSREDIR item appears in the following database tables Split skill tables Number of split skill ACD calls that rang at agent positions in the split skill and then were automatically redirected back to the split skill queue or to a VDN by the Redirection on No Answer feature because they were not answered Available on Generic 3 Version 2 and newer switches Note When a call is requeued to the same split skill using the Redirection on No Answer feature it is counted as an outflow from the split skill and an inflow to the same split skill This is nottrue for calls that are redirected to a VDN using the Redirection on No Answer feature rather than redirecting the call back to the same split skill Such calls count as outflows from the original split or skill but do not count as inflows to the next split skill to which they are queued through the new VDN It is also counted as a N
302. witches This is a cumulative item The RINGCALLS item appears in the following database tables Split skill tables The number of this split skill s calls that rang at agent positions Available on a Generic 3 switch for ring tracking RINGCALLS includes ACDCALLS and NOANSREDIR This is a cumulative item Agent tables The number of split skill Generic 3 switches and direct agent ACD calls Generic 3 switches that rang at the agent s position RINGCALLS includes NOANSREDIR Available on Generic 3 switches for ring tracking This is a cumulative item Vector tables The number of split skill and direct agent ACD calls that rang at agent positions RINGCALLS includes ACDCALLS Available on Generic 3 switches and the ECS This is a cumulative item VDN tables Number of split skill and direct agent ACD calls that rang at agent positions Available on Generic 3 switches and the ECS RINGCALLS includes ACDCALLS This is a cumulative item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items RINGTIME Database tables 2 157 The RINGTIME item appears in the following database tables Split skill tables The time this split skill s calls spent ringing at agent positions independent of final disposition and other agent activity RINGTIME is the time the agent spends with ringing calls and is affected by other agent activity RINGTIME is the time the caller spend
303. y are not counted in AGINRING they are counted in ONACD Available on Generic 3 switches for ring tracking This is a status item The AGOCC item appears in the following database tables Current day report tables Objective maximum percentage of time that an agent will be on ACD calls agent occupancy The AGSTATE real time item appears in the following database tables Agent tables The agent s current WORKMODE and call DIRECTION for example AUXOUT This is a status item Database Items and Calculations Centre Vu CMS R3V8 Database Items and Calculations Database Items 2 26 AGT_RELEASED Database tables The AGT_RELEASED item appears in the following database tables Agent trace tables Agent released or dropped the split skill or direct agent ACD call This is always true for ACD calls the agent transferred or conferenced Available on Generic 3 and newer switches Call record tables Agent released or dropped the split skill or direct agent ACD call This is always true for ACD calls the agent transferred or conferenced O NO 1 YES Available on Generic 3 and newer switches AGDURATION real time Database tables The AGTIME real time item appears in the following database tables Agent tables The elapsed time since the last agent WORKMODE and or DIRECTION change for any split skill For example if the agent goes from AUX to AUXOUT to AUX AGTIME resets for each DIRECTION change This is a status item

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