How does Hold Time figure into this?

[caper1175]

According to CMS, ti_stafftime = sum(I_ACDTIME + I_ACWTIME + I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME + TI_AVAILTIME + TI_OTHERTIME). Where does hold time figure into this equation?

 

[SF0751]

TI_OTHERTIME: The time during the collection interval that the agent was doing other work in all splits/skills. For all communication servers, TI_OTHERTIME is collected for the time period after the link to the communication server comes up or after the agent logs in and before the Avaya CMS receives notification of the agent's state from the communication server. 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. 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.

This is a cumulative item.

Susan
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