The ASSISTS item is included in the following database tables:
Split/skill tables
The number of times that agents requested supervisor assistance while they were on split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill.
This is a cumulative item.
Agent tables
The number of times that agents requested supervisor assistance while they were on split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill.
