The determining factor for tracking Reserve Level 1 and Reserve Level 2 agent time at the skill level is the condition of the skill. The database items added to the Split/Skill tables track the amount of call-related time and non-call-related time in a skill that can be attributed to Reserve Level 1 or Reserve Level 2 positions.
Note:
The Split/Skill database items that are related to the Reserve Agent Work Time Tracking feature are all interval-based items. Interval-based data items are typically used to calculate percentages, such as percentage of time doing ACD related work for the skill or percentage of time in AUX work.
About tracking Reserve Agents time when the skill is not in overload 1 or 2
When the skill has not exceeded the overload 1 or 2 threshold the time for Reserve Agents in the skill is tracked as:
Reserve Agents Time
Description
I_OTHERTIME_R1 or I_OTHERTIME_R2
Tracks the length of time that Reserve Agents spend logged in and not in AUX while in standby for the current skill. This includes the time that Reserve Agents spend working on calls for other skill, while in standby in the current skill.
I_AUXSTBYTIME_R1 or I_AUXSTBYTIME_R2
Tracks the length of time that Reserve Agents spend in AUX work while in standby for the current skill. This ensures that the skill does not accumulate I_AUXTIME for agents who are not contributing to the work being done for the current skill.
About tracking Reserve Agents when the skill is in Over Threshold 1 or 2 condition
When the skill is in overload 1 or 2, the active work time for Reserve Agents in the skill will be tracked as follows:
Reserve Agents Time
Description
I_ACD call-related time
Tracked as I_ACDTIME_R1/R2, I_ACWTIME_R1/R2 and I_RINGTIME_R1/R2. This tracking continues if the skill changes from overload 1 or 2 back to Normal (until the ACD call and associated ACW work is completed).
I_OTHERTIME_R1 or R2
The time spent by Reserve Agents doing work for another skill (while activated by this skill).
I_AUXTIME_R1 and R2
The length of time spent by Reserve Agents in AUX while activated by this skill. I_AUXTIME_R1 and R2 database items include all AUX related time regardless of direction and AUX reason code.
