Agent tables
The length of time during the collection interval that the agent spends in AUX for all splits/skills, or on AUXINCALLS or AUXOUTCALLS and SPLIT was OLDEST_LOGON. “TI_” time is stored for the split/skill in which the agent has been logged in the longest. “TI_” needs to be summed across the splits/skills that the agent may log into in case the logon order changes during the collection interval.
Note:
When OLDEST_SKILL is a Reserve Level Skill, the TI_AUXTIME (agent) database item includes the time that an agent was in AUX Work whether the skill is in a normal or an over-threshold condition.
TI_AUXTIME includes TI_AUXTIME0, TI_AUXTIME1 through 9, TI_AUXTIME10 through 99 (optional feature), I_AUXINTIME, and I_AUXOUTTIME.
SUM(TI_AUXTIME) equals the sum of all TI_AUXTIME items, 0-9, 10-99 (optional feature), over all splits/skills that the agent was logged into.
This is a cumulative item.
