Agent tables
The length of time during the collection interval that the agent is in OTHER in any split/skill. TI_OTHERTIME is collected for the time period after the link to the communication server is initiated and directly after the agent logs in but before the CMS is notified of the agent's work state.
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 took 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.
“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. TI_OTHERTIME includes I_ACDOTHERTIME.
Note:
When OLDEST_SKILL is a Reserve Level Skill, the TI_OTHERTIME (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.
This is a cumulative item.
