The I_ACDTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents were on split/skill ACD calls. I_ACDTIME includes time on O_ACDCALLS and ACDCALLS. I_ACDTIME includes I_ACDTIME_R1 and I_ACDTIME_R2 when reserve agents are used.
I_ACDTIME_R1 and I_ACDTIME_R2 are available with Advocate Service Level Supervisor.
This is a cumulative item.
Agent tables
The length of time during the collection interval that the agent was talking on ACD calls for this SPLIT.
I_ACDTIME includes time on O_ACDCALLS. I_ACDTIME does not include HOLDTIME.
