Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-93
I_ACDAUX_OUTTIME 2
Database tables 2The I_ACDAUX_OUTTIME item appears in the following 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.
I_ACDOTHER-TIME 2
Database tables 2The I_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 switches.
This is a cumulative item.