TI_AUXWORKTIME0

[trejones]

Does anybody know what the database item TI_AUXWORKTIME0 measures? Our call centre has been trying to hazard a guess for quite some time.

Any help on this issue would be greatly appreciated.

 

[Phoneman2]

Agent tables

The time the agent spent in AUX with reason code 0 (zero). This is time in "system" AUX for switches with AUX reason codes active. It is the same as TI_AUXTIME for switches without AUX reason codes active. "TI_" time is only stored for the skill logged in to the longest. "TI_" time needs to be summed across the skills the agents may log in to, in case the login order changes during the collection interval. Requires an ECS with the EAS feature.

This is a cumulative item.

Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[Phoneman2]

I found this in the "help" under "database items" Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[avgindyguy]

It is also the aux default time if you use Aux Reason codes. Basically, the time when a CSR is dialing a number or receives a call directly to his/her extension (assumming you do not use Direct Agent calls. Also, the time between when the agent actually logs in to the phone and presses another state such as auto-in.

 

[trejones]

Thanks for the prompt reply Phoneman2. Alas I'd already seen this article earlier on today. We do have AUX reason codes active on our system, but what I don't understand is what actually does Aux code 0 measure. Is it the length of time that is recorded by CMS after the agent finishes a call but before choosing another state i.e Aux code 1, Aux code 2, etc., or available.

 

[VoiceGuy]

We have agents who login and wait until their scheduled start time before pressing Auto-in. I have found that the Aux time between the agent logging in and pressing Auto-in ends up in this category.