Agent tables

The time during the collection interval that an Agent was in AUX Work state while the skill was Normal. This database item is valid only for agents administered as Reserve Level 1 or Reserve Level 2 for a skill.

If the skill goes from Normal to Overload 1, or from Overload 1 to Overload, depending on if the Agent is Reserve 1 or Reserve 2, the agent will stop accumulating I_AUXSTBYTIME and start accumulating I_AUXTIME.

I_AUXSTBYTIME is not included in I_STAFFTIME or I_AUXTIME.

I_AUXSTBYTIME is available with Advocate Service Level Supervisor.

This is a cumulative item.