Split/skill tables
The length of time during the collection interval that agents spent doing other work. I_OTHERTIME is collected for the time period after the link to the communication server is initiated or after the agent logs in and before the CMS receives notification of the agent's state from the communication server.
While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount of time that is spent doing any of the following:
An agent put any call on hold and takes no further action.
The agent is on a direct agent call or in ACW for a direct agent call.
The agent is dialing to place a call or to activate a feature.
An extension call or a direct agent ACD call is ringing with no other activity.
The length of time agents were logged into multiple splits/skills and doing work for a split/skill other than this one.
With the EAS feature and multiple call handling, agents are available in other multiple call handling skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME, I_DA_ACDTIME, I_DA_ACWTIME.
I_OTHERTIME includes I_OTHERTIME_R1 and I_OTHERTIME_R2.
I_OTHERTIME does not includeI_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2.
