Lucent Technologies CentreVu, User Manual

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Introduction to CentreVu CMS Custom Reports CentreVu CMS Custom Reports
How CentreVu CMS Stores and Retrieves Data
1-10
The CentreVu CMS database uses names to refer to columns of data in a
table. These names are called database items in
CentreVu CMS. In
Figure 1-1 and Figure 1-2 , database items are indicated with arrows pointing
to their associated columns. The Current Interval Agent and Intrahour
Interval Split tables actually contain many more columns (and hence many
more database items) than are shown in the figures. For a complete listing of
database items, see the
CentreVu CMS R3V8 Database Items and
Calculations (585-210-939) document.
Each row in a table contains data that is related by the value(s) of one or
more of the columns. In
Figure 1-1 , each row in the Current Interval Agent
table contains data related by agent login ID. If you look at the row for login
ID 1006 (displayed in bold), you see that the agent is logged into Split 1 on
extension 5671 and is currently in AUX work mode. In addition, up to this
point in the current interval, the agent has had:
●
20 ACD calls
(ACDCALLS)
●
245 seconds of ACD talk time
(ACDTIME)
.
A column or a set of columns that cause the values in a row to be related is
called an index. An index stores data sequentially and adds structure for the
storage of data in the other columns. For each value in an index column, the
remaining values in the corresponding row are related to that value. Thus, in
Figure 1-1 , the LOGID database item is an index.
In Figure 1-2 , each row in the Intrahour Interval Split table contains data
related by date, interval, and split. If you look at the row for Split 1 for the 10
o’clock interval on July 1, 1993 (displayed in bold), you see that Split 1 had:
●
509 ACD calls
(ACDCALLS
)
●
43 abandoned calls
(ABANDONS
)
●
35,401 cumulative seconds of ACD talk time for all ACD
calls
(ACDTIME
)
●
851 cumulative seconds of wait time for all calls that abandoned before
being answered
(ABNTIME
).