On CIC 2.4.. would like some clarification on IdleTime Documentation describes IdleTime as The number of seconds that the agent was idle between two calls. How does a callidkey get assigned to IdleTime if it's between calls? We have some cases with callid & CallIdKey is blank/null. Hence, a report on solely an AS0 gives us different total hours vs a join with the CH0 call history table. Thoughts? Feedback? Thanks!

If IdleTime occurs right after BreakStop or DNDTime, the first row's callidkey will be null, because it's not related to any call. IdleTime after a call has always a callidkey (callidkey of the related call)

In my opinion, it simply doesn't make any sense that an Idle Time agent state event (although, in fact, is not an event, but a timestamp in which agent state changes from Idle to other state) is linked at all to a call ID, except if you want to know which call ID was assigned to the agent after Idle state. But, please, don't make the error to think that Idle time is related to an agent handled call.