Agent tables

The length of time during the collection interval that the agent is in the AVAIL state for split/skill or direct agent ACD calls in any split/skill. TI_AVAILTIME is recorded for the split/skill in which the agent has been logged in the longest. “TI_” time needs to be summed across the splits/skills the agents may log in to, in case the logon order changes during the collection interval. On communication servers without the EAS feature, if an agent logs into multiple splits and is in AUX mode in one split and is available for ACD calls in another split, the agent accrues I_AVAILTIME for the split in which the agent is available and TI_AVAILTIME in the split that the agent has been logged into the longest.

This is a cumulative item.