The DA_ACWOTIME item is included in the following database tables:
Split/skill tables
The length of time that agents talk on outbound extension calls that they place while in ACW for a direct agent ACD call. The DA_ACWOTIME item is available with the ASAI or EAS feature.
This is a cumulative item.
Agent tables
The length of time that agents spend on DA_ACWOCALLS. DA_ACWOTIME does not include HOLDTIME. DA_ACWOTIME includes DA_ACWOOFFTIME. The DA_ACWOTIME item is available with the ASAI or EAS feature.
