Agent tables
The length of time during the collection interval that the agent is staffed in any split/skill. “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. sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME + I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME + TI_AVAILTIME + TI_OTHERTIME), over all of the splits/skills that the agent was logged into.
Note:
When OLDEST_SKILL is a Reserve Level Skill, the TI_STAFFTIME (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.
