Avaya CMS Data Dictionary 1

January 2, 2022 in Avaya
Avaya CMS Data Dictionary 1

Avaya CMS Data Dictionary provides the detailed description of the database items for Avaya Elite Contact Center reports. For more information about how to get better reporting from Avaya CMS and why you need comprehensive reporting solution for Avaya CMS, please visit Comstice Quartz Reporting and Analytics for Avaya CMS contact centers

Avaya CMS Reporting and Analytics

ABNCALLS, ABNCALLS1, ABNCALLSACC1, ABNQUECALLS, ABNRINGCALLS, ABNTIME, ABNVECCALLS, ACCEPTABLE, ACCEPTABLEACC, ACCEPTEDINTRS, ACD, ACD_RELEASE, ACDAUXOUTCALLS, ACDCALLS, ACDCALLS1, ACDCALLSACC1, ACDCALLS_R1, ACDCALLS_R2

ABNCALLS

The ABNCALLS item is included in the following database tables:

Split/skill tables

The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position.

When a call is abandoned while it is queued to multiple splits/skills, only the primary split/skill increments ABNCALLS. If a split/skill ACD call is ringing at an agent and then abandons, the split/skill that routed the call to the agent gets credit for the abandon. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS = ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 + ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 + ABNCALLS10

ABNCALLS includes ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.

Avaya CMS Wallboard

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

Agent Tables

The number of split/skill ACD calls that are abandoned while ringing the agent's telephone (after being directed to the agent telephone, but before being answered). ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

Avaya CMS Reporting and Analytics

Trunk Group Tables

The number of calls carried by this trunk group that are abandoned by the caller before being answered by an agent.

ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

Avaya CMS Wallboard

Trunk Tables

The number of calls carried by this trunk that are abandoned by the caller before they are answered by an agent. Direct calls to unmeasured stations that do not go through a measured VDN or split/skill are not recorded. ABNCALLS includes all calls abandoned by the caller that are carried by this trunk, except for direct calls to unmeasured stations that do not go through a measured VDN or split/skill. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer. Calls that abandon while listening to a forced disconnect are also included in ABNCALLS.

ABNCALLS includes ABNVECCALLS, ABNQUEUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

Avaya CMS Reporting and Analytics

Vector Tables

The number of INCALLS that are abandoned while INPROGRESS for this vector. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, and calls that abandon from vector processing.

ABNCALLS includes ABNQUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

Avaya CMS Wallboard

VDN Tables

The number of INCALLS that are 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, and calls that abandon after being routed to an extension by the “route to'' vector command. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS includes ABNCALLS1 through ABNCALLS10, ABNQUECALLS, ABNRINGCALLS, PHANTOMABNS, and SLVLABNS.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.

Avaya CMS Reporting and Analytics

ABNCALLS1 through ABNCALLS10

The ABNCALLS1 through ABNCALLS10 items appear in the following database tables:

Split or skill tables

The number of CALLSOFFERED that are abandoned during the collection interval in each of the service-level increments PERIOD1 through PERIOD9, as defined on the Call Center Administration: Split/Skill Call Profile window. If call profiles are not set, the data is stored in the first interval (ABNCALLS1). ABNCALLS10 counts calls that abandoned after PERIOD9.

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

VDN tables

The number of INCALLS that are abandoned in each of the service-level increments PERIOD1 through PERIOD9, as defined on the Call Center Administration: VDN Call Profile Setup window. ABNCALLS10 counts calls that abandoned after PERIOD9.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.

Avaya CMS Wallboard

ABNCALLSACC1 through ABNCALLSACC10

The ABNCALLSACC1 through ABNCALLSACC10 items appear in the following database tables:

Split or skill tables

The number of CALLSOFFERED that are abandoned during the collection interval in each of the service-level increments PERIOD1 through PERIOD9, as defined on the Call Center Administration: Split/Skill Call Profile window. If call profiles are not set, the data is stored in the first interval (ABNCALLSACC1). ABNCALLSACC10 counts calls that abandoned after PERIOD9.

This item is cumulative across all skills that experienced the abandoned call. Thus, this variable is stored for the skill in which the abandon occurred, will reflect the accumulated time the call spent in all skills that experienced the abandoned call.

VDN tables

The number of INCALLS that are abandoned in each of the service-level increments PERIOD1 through PERIOD9, as defined on the Call Center Administration: VDN Call Profile Setup window. ABNCALLSACC10 counts calls that abandoned after PERIOD9.

This item is cumulative across all VDNs that experienced the abandoned call. Thus, this variable is stored for the VDN in which the abandon occurred, will reflect the accumulated time the call spent in all VDNs that experienced the abandoned call.

Avaya CMS Reporting and Analytics

ABNQUECALLS

The ABNQUECALLS item is included in the following database tables:

Trunk group tables

The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD queue.

This is a cumulative item.

Vector tables

The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD queue.

This is a cumulative item.

VDN tables

The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD queue.

This is a cumulative item.

Avaya CMS Wallboard

ABNRINGCALLS

The ABNRINGCALLS item is included in the following database tables:

Split/skill tables

The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an agent position.

This is a cumulative item.

Trunk group tables

The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an agent position.

This is a cumulative item.

Vector tables

The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an agent position.

This is a cumulative item.

VDN tables

The number of split/skill and direct agent ABNCALLS that are abandoned while ringing at an agent.

This is a cumulative item.

Avaya CMS Reporting and Analytics

ABNTIME

The ABNTIME item is included in the following database tables:

Split/skill tables

The length of time that callers waited in queue and ringing at an agent's telephone before abandoning the call. For phantom abandons, ABNTIME includes the total time until the agent releases the call.

This is a cumulative item.

Agent tables

The length of time that split/skill ACD callers waited while ringing the agent's telephone before abandoning the call. For phantom abandons, ABNTIME includes the total time until the agent releases the call.

This is a cumulative item.

Vector tables

The length of time that a caller spent waiting 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.

VDN tables

The length of time that a caller spent waiting while vector steps were executed, the call was queued and ringing before abandoning. For phantom abandon calls, ABNTIME includes the total time from entering the VDN until the agent releases the call.

This is a cumulative item.

Avaya CMS Wallboard

ABNVECCALLS

The ABNVECCALLS item is included 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. The ABNVECCALLS item is available with the Vectoring feature.

ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.

This is a cumulative item.

Avaya CMS Reporting and Analytics

ACCEPTABLE

The ACCEPTABLE item is included in the following database tables:

Split or skill tables

The number of ACDCALLS that are answered by an agent within the predefined acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: Split/Skill Call Profile window.

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

VDN tables

The number of ACDCALLS and CONNECTCALLS that are answered within the acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: VDN Call Profile Setup window.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.

Avaya CMS Wallboard

ACCEPTABLEACC

The ACCEPTABLEACC item is included in the following database tables:

Split or skill tables

The number of ACDCALLS that are answered by an agent within the predefined acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: Split/Skill Call Profile window.

This item is cumulative across all skills that experienced the abandoned call. Thus, this variable is stored for the skill in which the abandon occurred, will reflect the accumulated time the call spent in all skills that experienced the abandoned call.

VDN tables

The number of ACDCALLS and CONNECTCALLS that are answered within the acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: VDN Call Profile Setup window.

This item is cumulative across all VDNs that experienced the abandoned call. Thus, this variable is stored for the VDN in which the abandon occurred, will reflect the accumulated time the call spent in all VDNs that experienced the abandoned call.

Avaya CMS Reporting and Analytics

ACCEPTEDINTRS

The ACCEPTEDINTRS item appears in the following tables:

Agent tables

The number of interrupts accepted by the agent when the agent is in an interruptible AUX state. It is counted against the agent's top skill.

This is a cumulative item.

Avaya CMS Wallboard

ACD (index)

The ACD (index) item is included in the following database tables as the ACD number for which data was collected:

  • Split/skill tables
  • Agent tables
  • Trunk group tables
  • Trunk tables
  • Vector tables
  • VDN tables
  • Call work codes tables
  • Agent login/logout tables
  • Agent trace tables
  • Current day configuration tables
  • Current day report tables
  • Call record tables
  • Agent exception tables
  • Split/skill exception tables
  • Trunk group exception tables
  • VDN exception tables
  • Vector exception tables
  • Malicious call trace exception tables
  • Data collection exception tables
Avaya CMS Reporting and Analytics

ACD_RELEASE

The ACD_RELEASE item is included 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. Calls that are transferred or conferenced are always recorded as agent-released calls.

This is a cumulative item.

Avaya CMS Wallboard

ACDAUXOUTCALLS

The ACDAUXOUTCALLS item is included in the following database tables:

Split/skill tables

The number of AUXOUTCALLS that agents in the split/skill placed with at least one split/skill ACD call for this split/skill on hold. On Avaya communication servers with multiple call handling and agents in multiple skills, the call is recorded for the skill of the last ACD call that the agent put on hold. ACDAUXOUTCALLS includes calls placed to transfer or conference the ACD call.

This is a cumulative item.

Agent tables

The number of AUXOUTCALLS that the agent placed with at least one split/skill or direct agent ACD call on hold. On Avaya communication servers with multiple call handling and agents in multiple skills, the call is recorded for the skill of the last ACD call that the agent put on hold. This includes calls that are placed to transfer or conference the ACD call.

This is a cumulative item.

Avaya CMS Reporting and Analytics

ACDCALLS

The ACDCALLS item is included in the following database tables:

Split/skill tables

The number of CALLSOFFERED calls that are answered by an agent in the split/skill.

ACDCALLS = ACDCALLS1 through ACDCALLS10.

ACDCALLS includes ACCEPTABLE, ACDCALLS1 through ACDCALLS10, ACDCALLS_R1, ACDCALLS_R2, BACKUPCALLS, CONFERENCE, HIGHCALLS, HOLDCALLS, LOWCALLS, MEDCALLS, O_ACDCALLS, TOPCALLS, and TRANSFERRED.

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

Agent tables

The number of calls that are queued to SPLIT and answered by this agent in this SPLIT. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, O_ACDCALLS and ACD_RELEASE.

This is a cumulative item.

Trunk Group tables

The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, and BACKUPCALLS.

This is a cumulative item.

Trunk tables

The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2.

This is a cumulative item.

Vector tables

The number of split/skill and direct agent ACD calls that are answered by an agent from “queue to,“ “check,” “messaging split/skill,” “route to,” “split/skill” or “direct agent,” and “adj rout link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, and BACKUPCALLS.

This is a cumulative item.

VDN tables

The number of split/skill and direct agent ACD calls that are answered by an agent from “queue to”, “check”, “messaging split/skill”, “route to” split/skill or direct agent, and “adj rout link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, ACCEPTABLE, ACCEPTABLEACC, ANSCONNCALLS1 through ANSCONNCALLS10, ANSCONNCALLSACC1 through ANSCONNCALLSACC10, BACKUPCALLS, and TRANSFERRED.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.

Call work codes tables

The number of times that 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.

ACDCALLS1 through ACDCALLS10

The ACDCALLS1 through ACDCALLS10 items appear in the following database tables:

Split/skill tables

The number of ACDCALLS during the collection interval that are answered in each of the service level increments PERIOD1 through PERIOD9 as defined on the Call Center Administration: Split/Skill Call Profile window. ACDCALLS10 is the number of calls answered after the last increment PERIOD9. If call profiles are not set, then the data is stored in the first interval (ACDCALLS1).

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

Avaya CMS Wallboard

ACDCALLSACC1 through ACDCALLSACC10

The ACDCALLSACC1 through ACDCALLSACC10 items appear in the following database tables:

Split/skill tables

The number of ACDCALLS during the collection interval that are answered in each of the service level increments PERIOD1 through PERIOD9 as defined on the Call Center Administration: Split/Skill Call Profile window. ACDCALLSACC10 is the number of calls answered after the last increment PERIOD9. If call profiles are not set, then the data is stored in the first interval (ACDCALLSACC1).

This item is cumulative across all skills that experienced the abandoned call. Thus, this variable is stored for the skill in which the abandon occurred, will reflect the accumulated time the call spent in all skills that experienced the abandoned call.

Avaya CMS Reporting and Analytics

ACDCALLS_R1

The ACDCALLS_R1 item is included in the following database tables:

Split/skill tables

The number of ACDCALLS calls that are answered by a Reserve 1 Agent in the split/skill.This is a cumulative item.

Agent tables

The number of ACDCALLS that are queued to SPLIT and answered by this Reserve 1 Agent in this SPLIT. This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are answered by a Reserve 1 Agent as a split/skill ACD call. This is a cumulative item.

Trunk tables

The number of ACDCALLS that are answered by a Reserve 1 Agent as a split/skill ACD call. This is a cumulative item.

Vector tables

The number of ACDCALLS that are answered by a Reserve 1 Agent. This is a cumulative item.

VDN tables

The number of ACDCALLS that are answered by a Reserve 1 Agent. This is a cumulative item.

Avaya CMS Wallboard

ACDCALLS_R2

The ACDCALLS_R2 item is included in the following database tables:

Split/skill tables

The number of ACDCALLS calls that are answered by a Reserve 2 Agent in the split/skill. This is a cumulative item.

Agent tables

The number of ACDCALLS that are queued to SPLIT and answered by this Reserve 2 Agent in this SPLIT. This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are answered by a Reserve 2 Agent as a split/skill ACD call. This is a cumulative item.

Trunk tables

The number of ACDCALLS that are answered by a Reserve 2 Agent as a split/skill ACD call. This is a cumulative item.

Vector tables

The number of ACDCALLS that are answered by a Reserve 2 Agent. This is a cumulative item.

VDN tables

The number of ACDCALLS that are answered by a Reserve 2 Agent. This is a cumulative item.

Avaya CMS Reporting and Analytics

Join our newsletter for all the news and ideas we are working on

Success!