CentreVu
®
Advocate Database Items and Calculations
CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented
13-4
Call-Based Data
0
In addition to the types of data described above, items in the
CentreVu
CMS database can be either call-based or interval-based. Most
CentreVu
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 are completed.
Interval-Based Data
0
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 auxiliary (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 Automatic Call Distribution
(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.
Report data may not add up if the report has a combination of call-based
and interval-based items.
New Tracking
Items with
CentreVu
Advocate
0
CentreVu Advocate is available on the DEFINITY ECS, Release 6 and
later versions.
CentreVu Advocate has introduced a number of new
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 state 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.
NOTE:
