The time that a Reserve Agent spends logged into a skill and in standby is not included in the overall STAFFTIME for the agent. If necessary, a custom calculation can be created to provide a total of the time the agent accumulates in I_STAFFTIME plus the time the agent spends in standby. For example: Reserve Stafftime = I_STAFFTIME + I_OTHERSTBYTIME + I_AUXSTBYTIME.

The following structure illustrates the database items included in the Reserve Stafftime calculation:

I_STAFFTIME

• I_AVAILTIME

• I_ACDTIME

• I_ACWTIME

• I_RINGTIME

• I_OTHERTIME

• I_AUXTIME

I_OTHERSTBYTIME

I_AUXSTBYTIME