Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-55
I_OTHERTIME
The amount of time during the collection
interval that POSITIONS were doing
other work.
I_OTHERTIME is collected for the time
period after the link to the switch comes
up or after the agent logs in and before
the CMS receives notification of the
agent’s state from the switch.
For Generic 3 switches, other work
includes: while in Auto-In or Manual-In
mode, an agent put any call on hold and
performed 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 voice terminal with
no other activity.
For Generic 2.2, agents were in AUTO-IN
or MANUAL-IN, put a call on hold using
the Hold button or switchhook flash and
performed no further action.
For Generic 2.2 with EAS and Generic 3
switches, the other work includes the time
agents were logged into multiple
splits/skills and doing work for a split/skill
other than this one (with an ACD call
ringing, talking on an ACD call, or in ACW
for a split/skill other than this one).
For Generic 3 switches with EAS 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,
and I_DA_ACWTIME.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length