Split/skill tables

The time during the collection interval that Reserve Level 1 agents were in ACW in this skill, either associated with a skill ACD call or not associated with a call. This item includes the time that agents in ACW spent on inbound extension calls or outbound extension calls. (ACWINTIME and ACWOUTTIME are included and not broken out in separate R1 database items.) Reserve Level 1 Agents will continue to accumulate I_ACWTIME_R1 if the skill returns to Normal while the agent is in ACW or an ACD call and goes into ACW upon completing the call.

I_ACWTIME_R1 is available with Advocate Service Level Supervisor.

This is a cumulative item.