Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-61
TI_OTHERTIME
The amount of time during the collection
interval that the agent was doing other
work in all splits/skills.
For all switches, TI_OTHERTIME is
collected for the time period after the link
to the switch comes up or after the agent
logs in and before the
CentreVu 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, the agent put any call on hold
and performed no further action, the
agent dialed to place a call or to activate
a feature, or an extension call rang with
no other activity.
For Generic 2.2 switches, the agent
pushed the Hold button or flashed the
switchhook from auto-in or manual-in
mode and performed no further action.
NOTE: “TI_” time is only stored for the
split/skill the agent has been logged into
the longest. “TI_” time needs to be
summed across the splits/skills the
agents may log in to, in case the logon
order changes during the collection
interval.
TI_OTHERTIME includes
I_ACDOTHERTIME.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length