The following Standard Split/Skill time tracking database items include active reserve time:
I_ACDTIME includes I_ACDTIME_R1 and I_ACDTIME_R2
I_ACWTIME includes I_ACWTIME_R1 and I_ACWTIME_R2
I_RINGTIME includes I_RINGTIME_R1 and I_RINGTIME_R2
I_AUXTIME includes I_AUXTIME_R1 and I_AUXTIME_R2 (does not include I_AUXSTBYTIME_R1 or I_AUXSTBYTIME_R2)
I_OTHERTIME includes I_OTHERTIME_R1 and I_OTHERTIME_R2 (does not include I_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2)
I_STAFFTIME = I_AVAILTIME + I_ACDTIME + I_ACWTIME + I_AUXTIME + I_RINGTIME + I_OTHERTIME
Note:
The time that Reserve Agents spend logged into a skill but not active is not included in the overall STAFFTIME for the skill.
If necessary, you can create a custom calculation to add the time that agents spend logged into a skill but not active into I_STAFFTIME. For example:
Total Reserve Stafftime = I_STAFFTIME + I_OTHERSTBYTIME_R1 + I_AUXSTBYTIME_R1 + I_OTHERSTBYTIME_R2 + I_AUXSTBYTIME_R2
The following structure illustrates the database items and sub-items included in the Total Reserve Stafftime calculation:
I_STAFFTIME
I_AVAILTIME
I_ACDTIME
I_ACWTIME
I_ACWTIME_R1
I_ACWTIME_R2
I_RINGTIME
I_RINGTIME_R1
I_RINGTIME_R2
I_OTHERTIME
I_OTHERTIME_R1
I_OTHERTIME_R2
I_AUXTIME
I_AUXTIME_R1
I_AUXTIME_R2
I_OTHERSTBYTIME-R1
I_OTHERSTBYTIME-R2
I_AUXSTBYTIME_R1
I_AUXSTBYTIME_R2
