The I_ACWOUTTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents were in ACW for this split/skill and on outbound extension calls. The ACW can be associated with a split/skill ACD call or not associated with a call. I_ACWOUTTIME does not include the time that outbound extension calls spend on hold.
This is a cumulative item.
Agent tables
The length of time during the collection interval that the agent was in ACW and on outbound extension calls. I_ACWOUTTIME includes ACW for split/skill ACD calls and ACW that is not associated with a call. I_ACWOUTTIME does not include the time ACWOUT calls spend on hold.
