CMS historical tables store information in one record per row format. This formatting affects the way data can be accessed through ODBC. When accessing data in the historical tables, you might need to sum the information to retrieve complete data.
A record will be created for each split/skill that an agent is logged into in the agent tables. If an agent is logged into four splits/skills, there will be four records for that agent.
Similarly, if an agent starts the day with four splits/skills, and is added to a fifth split/skill before the end of the day, the agent’s fifth record will be generated only from the point at which the additional split/skill was added. The other four records will reflect the total logon time.
