The time that a Reserve Agent spends logged into a skill and in standby is not included in the overall STAFFTIME for the agent. If necessary, a custom calculation can be created to provide a total of the time the agent accumulates in I_STAFFTIME plus the time the agent spends in standby. For example: Reserve Stafftime = I_STAFFTIME + I_OTHERSTBYTIME + I_AUXSTBYTIME.
The following structure illustrates the database items included in the Reserve Stafftime calculation:
