Download AT&T CentreVu CMS Administration Instruction manual

CentreVu® CMS Open Database Connectivity
Database Tables
3-61
Agent Database Items
Database Item
TI_OTHERTIME
Description
The amount of time during the collection
interval that the agent was doing other
work in all splits/skills.
For all switches, TI_OTHERTIME is
collected for the 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 MANUALIN 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.
For Generic 2.2 switches, the agent
pushed the Hold button or flashed the
switchhook from auto-in or manual-in
mode and performed no further action.
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.
TI_OTHERTIME includes
I_ACDOTHERTIME.
Data
Type
C
Column
Type
Length
integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table