Split/skill tables

The length of time that agents spend in ACW that is associated with ACDCALLS. The ACWTIME database item includes portions of ACWINTIME, ACWOUTTIME, and O_ACWTIME that are associated with ACD calls. Only the ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/Skill ACD calls are included. This is a cumulative item.

Agent tables

The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME does not include the time that is spent in ACW that is not associated with an ACD call. ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/Skill and direct agent ACD calls are included.

This is a cumulative item.

VDN tables

The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME includes SKILLACWTIME1 through SKILLACWTIME3.

This is a cumulative item.

Call work codes tables

The length of time that agents spend in ACW for ACDCALLS that are associated with this call work code.

This is a cumulative item.

Call record tables

The length of time that agents spend in ACW that is associated with this call by the answering agent in this segment.