STAFFTIME includes only the time that agents spend actively working in a skill. This approach provides a better idea of the number of agents required to handle the work for the skill.
The calculation for Average Positions Staffed for a skill uses the total accumulated STAFFTIME of all Reserve Level 1, Reserve Level 2, and Regular (Skill Level 1-16) agents who were staffed in the skill.
Reserve Level 1 and Reserve Level 2 agents do not accumulate STAFFTIME unless the skill is in overload 1 or 2. For example, if two regular agents and one Reserve 1 agent are staffed in Skill 1 and the skill was in overload 1 for 15 minutes, the accumulated STAFFTIME would be 75 minutes. The average positions staffed is 2.5:
