Lucent Technologies Centrevu Advocate Release 8 User Guide

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Calculations13-23
% Flow Out 100 * 
OUTFLOWCALLS) / 
INCALLSThe number of the total calls to a 
VDN that were redirected to 
another VDN, expressed as a 
percentage. Used in interval, 
weekly, and monthly reports.hvdn, wvdn, mvdn
% Agent 
Occup 
(Group) 
w/ACW100 * 
(sum(I_RINGTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME 
+ I_ACDAUXINTIME + 
I_ACWTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME 
+...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Calculations13-24 

  Glossary CentreVu® Advocate Release 8 User Guide
GL-1
Glossary
Abandoned CallA call in which a caller hangs up before receiving an answer from an agent. 
The call could be queued to a split or in a vector/vector directory number 
(VDN) before it is abandoned.
Abandoned Call 
SearchAn Automatic Call Distribution (ACD) capability that enables the system to 
make sure that the caller is on the line before passing the call to an agent.
Acceptable Service 
LevelThe time within which a call center has...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-2
Adjunct/Switch 
Applications Interface 
(ASAI)An AT&T recommendation for interfacing adjuncts and communications 
systems, based on the CCITT Q.932 specification for layer 3. ASAI 
supports activities such as event notification and call control.
After Call Work (ACW)An agent state generally representing work related to the preceding ACD 
call. Going on-hook after an ACD call during MANUAL-IN operation 
places the call in ACW. With Generic 1 and...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-3
Agent RoleAgent role is used in the agent table to describe how an agent 
participates in the skill through 
CentreVu® Advocate. This role is based 
on Skill Level and Call Handling Preference. Agents with a reserve skill 
level have a role of Reserve, non-Expert Agent Selection (EAS) agents 
and agents with Greatest Need call handling preference have a role of 
Roving, top agents have a role of Top, skill-level agents who are not 
either top or...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-4
AlgorithmA prescribed set of well-defined rules or instructions for the solution of a 
problem; for example, the performance of a calculation, in a finite number 
of steps. Expressing an algorithm in a formal notation is one of the main 
parts of a software program.
Allocated AgentsAllocated agents are agents with an assigned role of Allocated; that is, 
they have Percent Allocation assigned as a call handling preference 
through 
CentreVu...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-5
Auxiliary Work (AUX)An agent state. For example, the agent is engaged in non-ACD work, is 
on break, in a meeting, or at lunch. An agent can reach this state by 
pressing the AUX WORK button or dialing the proper access code from 
the voice terminal. The agent can also reach the state by going off-hook 
to make or answer an extension call while in AVAIL or with a call on hold.
AVA I LSee 
Available.
Available (AVAIL)An agent state. The extension is...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-6
Call-Based ItemsThe category of database items in CMS that are committed to the 
database after the call completes. If a call starts and ends in different 
intrahour intervals, all of the call-based data is recorded in the interval in 
which the call completed. Most database items are call-based.
Call Handling Preference
CentreVu Advocate agent Call Handling Preference—can be either Skill 
Level, Greatest Need, or Percent Allocation.
Call QueueAn...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-7
Caller NeedsThe reason(s) a customer calls your call center (used with the Expert 
Agent Selection feature).
Calls CarriedTrunk data. The number of inbound/outbound calls carried. 
CentreVu AdvocateA collection of ECS features that provide new flexibility in the way a call is 
selected for an agent in a call surplus situation and in the way that an 
agent is selected for a call.
CentreVu SupervisorThe Call Management System application for the...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-8
DACWSee Direct Agent ACW.
Daily DataInterval data that has been converted to a 1-day summary.
Data Collection OffCMS is not collecting ACD data. If you turn off data collection, CMS will 
not void data on current call activity.
Data Collection OnCMS is collecting ACD data.
Data PointsPoints of historical data. A data point should include data for each interval 
of the working day.
DatabaseA group of tables that store ACD data according to a specific...