TOTHER (real-time)

Last Updated : Aug 24, 2022 |

The TOTHER item is included in the following database tables:

Split/skill tables

The number of top agents who are doing other work. This includes agents who are logged into multiple splits/skills and doing work for a split/skill other than this skill. Agent POSITIONS 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.

  • 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.

TOTHER includes TDA_INACW and TDA_ONACD. The TOTHER item is available with the EAS feature.

This is a status item.