OTHER (real-time)

Last Updated : Aug 22, 2022 |

The OTHER item is included in the following database tables:

Split/skill tables

The number of agents that are currently doing OTHER work. Agents show up in OTHER directly after the link to the communication server is initiated and directly after the agents log in before the CMS is notified of the agent's work state.

While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount of time that is spent doing any of the following:

  • An agent put any call on hold and took no further action.

  • The agent is on a direct agent call or in ACW for a direct agent call. When an agent is on a “direct agent call,” their state will be DACD (60). When an agent is in “ACW for a direct agent call,” their state will be DACW (70).

  • The agent is dialing to place a call or to activate a feature.

  • An extension call or a direct agent ACD call is ringing with no other activity.

  • The length of time agents were logged into multiple splits/skills and doing work for a split/skill other than this one.

With the EAS feature and multiple call handling, agents are available in other multiple call handling skills, but not in this skill.

This is a status item.