Database Associations

The following table lists the statistics that store values in the database, and the columns and database tables in which they store the values. The table uses the following abbreviations:

•A=AGENT_METRICS table

•AG=AGENT_GROUP_METRIC table

•CC=CC_METRICS table

•S=SERVICE_METRICS table

Statistic	Column	A	AG	CC	S
Calls Queued	V_CALLS_QUEUED	n	n	X	X
Number of Accepted Transfers	V_TRANSFERS_ACCEPTED	X	X	X	X
Number of Answered Returned Interactions	V_ANSWERED_RETURNS	X	X	X	X
Number of Calls Abandoned	V_CALLS_ABANDONED	n	n	X	X
Number of Calls Answered	V_CALLS_ANSWERED	X	X	X	X
Number of Calls Received	V_CALLS_RECEIVED	n	n	X	n
Number of Calls Short-Abandoned	V_CALLS_SHORT_ABANDONED	n	n	X	X
Number of Disconnected in IVR Interactions	V_INT_IVR_DISCONNECTED	n	n	X	X
Number of Originated Transfers	V_TRANSFERS_ORIGINATED	X	X	X	X
Number of Rejected Transfers	V_TRANSFERS_REJECTED	X	X	X	X
Number of Returned Interactions	V_INT_RETURNED	X	X	X	X
Service Factor	V_SERVICE_FACTOR	n	n	X	X
Total After Call Work Time	V_WRAPUP_TIME	X	X	X	n
Total Busy Time	V_TOTAL_BUSY_TIME	X	X	X	n
Total Handling Time	V_TOTAL_HANDLING_TIME	X	X	X	n
Total Held Time	V_HELD_TIME	X	X	X	n
Total Logon Time	V_LOGON_TIME	X	X	X	n
Total Not Ready Time	V_NOT_READY_TIME	X	X	X	n
Total Ready Time	V_READY_TIME	X	X	X	n
Total Time in Queue	V_TOTAL_QUEUED_TIME	n	n	X	X
Total Working Time	V_WORK_TIME	X	X	X	n