Split/skill tables

The time during the collection interval that Reserve Level 2 agents were doing other work while the skill is in overload 2.

I_OTHERTIME_R2 is collected for the time period after the link to the communication server comes up or after the agent logs in and before the CMS receives notification of the agent’s state from the communication server. Other work includes: while in Auto-In or Manual-In mode, the agent put any call on hold and took no further action; the agent had a direct agent call ringing, was on a direct agent call or in ACW for a direct agent call; the agent dialed to place a call or activate a feature; or an extension-in call rang at the agent’s terminal with no other activity. Also includes the time Reserve agents were logged into multiple skills and doing work for a skill other than this one (with an ACD call ringing, talking on an ACD call, or in ACW for a skill other than this one.)

If the skill goes from overload 2 to overload 1 the agent will stop accumulating I_OTHERTIME_R2 and start accumulating I_OTHERSTBYTIME_R2.

I_OTHERTIME_R2 does not include I_OTHERSTBYTIME_R2.

I_OTHERTIME_R2 is available with Advocate Service Level Supervisor.

This is a cumulative item.