If the agent uses the DN key for a call = DN Talk Time is the time spent in this active call state.
BreakTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent is in the Break state for all skillsets. You can configure an agent’s call presentation class to place the agent in break state after each call.
Triggers: Break time begins when a call is released and ends when the timer
elapses.
Type: int
Length: 4
WaitingTime
Description: The total time an agent spends waiting for calls. On the DMS/MSL-100 switch, this includes time when the agent is active on a secondary DN and when the agent is reserved on the switch.
Triggers: Wait time begins when the agent goes into Idle state, for example, if:
the agent logs on and presses the Not Ready key
the agent releases a call, and the agent’s call presentation class is not configured for Break time or Variable Wrap
the agent’s break or variable wrap timer elapses after a call is released
the agent presses the Not Ready key a second time after entering Not Ready state
Type: int
Length: 4
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