Agent time for Reserve Level 1 and Reserve Level 2 Agents is not broken down into separate database items. Because the agent tables create records for each of the skills that an agent logs into, three database items are used to track Reserve Agent Work Time:
RSV_LEVEL provides a way to separate the time an agent spends working as Reserve Level 1 or Reserve Level 2 from the time the agent spends working as a regular Skill Level 1-16 agent. At login, CMS records the agent’s Reserve Level for the skill. Acceptable values for RSV_LEVEL are 0 for a non-reserve agent, 1 for a Reserve Level 1 Agent, and 2 for a Reserve Level 2 Agent.
The following database items are used to track the time that an agent spends logged into a skill and in standby:
I_OTHERSTBYTIME is the time accumulated by an agent who is logged into and available in a skill as Reserve Level 1 or Reserve Level 2 but in standby. When the skill is in overload 1 or 2, the agent stops accumulating I_OTHERSTBYTIME, receives the ACD call, and begins accumulating time for the appropriate state (i.e., I_ACDTIME, I_RINGTIME, and I_ACWTIME).
I_AUXSTBYTIME is the time that an agent spends in AUX Work while logged into a skill that is Normal.
Note:
Reserve Agents are not considered staffed unless activated, so I_OTHERSTBYTIME and I_AUXSTBYTIME are not included in I_STAFFTIME for the agent.
About Tracking Reserve Agents when a skill is in a Normal condition
When a skill is Normal, the individual time a Reserve Agent spends for that skill is tracked as:
Reserve Agents Time
Description
I_OTHERSTBYTIME
The time that an agent spends logged into the skill as Reserve Level 1 or Reserve Level 2 but is in standby (any state except AUX).
I_AUXSTBYTIME
The time that an agent spends logged into the skill as Reserve Level 1 or Reserve Level 2 and is in AUX Work while in standby.
About Tracking Reserve Agents when the skill is in Over Threshold 1 or 2 condition
When the skill is in overload 1 or 2, tracking of the individual Reserve Agent’s time for that skill will be consistent with the tracking of a Regular Agent’s time. For example:
Reserve Agents Time
Description
I_ACD call-related time
Tracked as I_ACDTIME, I_ACWTIME, I_RINGTIME
I_OTHERTIME
The time that the agent spends working in another skill when activated in this skill.
I_ AUXTIME
The time that the agent spends in AUX work when activated in this skill.
