CMS requires agents to log in to multiple splits/skills using the same login ID for all splits/skills. This requirement allows CMS to track the agent as a single person and to coordinate the data for that agent.

An agent who is logged in to multiple splits/skills is tracked as a single agent, not as one agent for each split/skill. For non-EAS ACD operation, agents must log in with the same login ID for all splits. “TI_” database items have been added to indicate the time that the agent spent in various work states independent of the split/skill in which the agent is working. These are interval-based items.

When an agent is logged in to multiple splits/skills, the items counting AUXIN/AUXOUT calls and time are usually associated with the split/skill that the agent has been logged into the longest. In other words, the first split the agent logged into. However, when an agent puts a split/skill or direct agent ACD call on hold and then makes an AUXOUT call, the outgoing call and its talk time are counted for the split/skill that is associated with the ACD call.