I_ACWTIME

Last Updated : Aug 17, 2022 |

The I_ACWTIME item is included in the following database tables:

Split/skill tables

The length of time during the collection interval that agents were in ACW for this split/skill. The ACW can be associated with a split/skill ACD call or not associated with a call. I_ACWTIME includes I_ACWINTIME, I_ACWOUTTIME. I_ACWTIME includes I_ACWTIME_R1 and I_ACWTIME_R2 when reserve agents are used.

This is a cumulative item.

Agent tables

The length of time during the collection interval that the agent is in ACW. This includes ACW for split/skill ACD calls and ACW that is not associated with a call. I_ACWINTIME and I_ACWOUTTIME include time for direct agent ACW in and out calls, but I_ACWTIME does not include this time. Therefore, the sum of I_ACWINTIME and I_ACWOUTTIME may be greater than I_ACWTIME. I_ACWTIME includes the portions of I_ACWINTIME and I_ACWOUTTIME that are not associated with direct agent calls.

This is a cumulative item.