Lucent Technologies Centrevu Advocate Release 8 User Guide

  Glossary CentreVu® Advocate Release 8 User Guide
GL-9
Default Skill (Generic 2.2 
with EAS)Every skill that ends with a “0” is called a default skill, since every agent 
in the skill group is logged into this skill by default. The default skill is the 
first skill for each skill group.
DeleteA CMS action that removes the entry on the window from the database.
Designer ReportsCustomized reports that can be created using 
CentreVu Supervisor’s 
Report Designer feature, and which are run from 
CentreVu...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-10
EntityA generic term that refers to one of the following: Agent, Agent Group, 
Split/Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code.
Error MessageA response from a program indicating that a problem has arisen or 
something unexpected has happened, requiring your attention.
EWTSee 
Expected Wait Time.
ExceptionA type of activity on the ACD which falls outside of the limits you have 
defined. An exceptional condition is defined in the CMS...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-11
Expert Agent Selection 
(EAS)Expert Agent Selection (EAS) is an optional switch feature that builds on 
the power of the Call Vectoring and ACD features of the switch to match 
the skills required to handle a particular call to an agent who has at least 
one of the skills that a caller requires. The ACD queuing and the vector 
commands 
Queue-to-Main and Check-Backup are used to route a call to 
an agent with the appropriate skill to handle that...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-12
Forced Disconnect 
(FDISC)A trunk state. The caller receives a forced disconnect.
Forced Multiple Call 
Handling (FMCH)A feature available with G3V4 or later switches that, when activated for a 
split/skill, allows calls to be automatically delivered to an idle line 
appearance, if the agent is in the Auto-In/Manual-In work mode and an 
unrestricted line appearance is available on the voice terminal.
Greatest NeedAgents with a call handling...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-13
Intrahour IntervalA 15, 30, or 60 minute segment of time starting on the hour. An intrahour 
interval is the basic unit of CMS report time.
Least Occupied Agent 
(LOA)An agent selection method that uses agent occupancy since logging in, 
rather than position in an idle agent queue, to determine which agent to 
select when a call arrives. LOA can be used with either Uniform Call 
Distribution (UCD-LOA) or Expert Agent Distribution (EAD-LOA). This...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-14
Logical AgentAn EAS feature that associates the agent’s login ID with the physical 
extension when the agent logs in. Properties such as the assigned skills, 
class of restriction, and coverage path are associated with the login ID 
rather than the physical extension. This allows agents to log in at any 
available set. 
Agents are assigned a single set of work mode buttons, rather than one 
set per skill. This simplifies the agent’s interface to...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-15
ModifyA CMS action that changes the database entry to reflect the new values 
entered in the current primary window.
Monthly DataDaily data that has been converted to a Monthly summary.
Most Idle Agent (MIA) An ACD distribution method that maintains a queue of idle agents. An 
agent is put at the end of the list for a particular split when the agent 
completes an ACD call for that split. The agent continues to advance in 
the list as long as the...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-16
Multi-Agent Skill Change 
WindowThis window allows the user to perform the following administration 
actions: add one or more agents to a skill; move one or more agents from 
one skill to another; and remove one or more agents from a skill.
Multiple Call Handling 
(MCH)Allows an agent to receive an ACD call while other calls are active on the 
agent’s station. The agent must put the current call on hold and press 
AI/MI in order to receive another...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-17
Percent (%) Within 
Service LevelThe percentage of calls that you are expecting or targeting to be 
answered by an agent within a specific number of seconds.
Phantom Abandon Call 
TimerA CMS capability that tracks information about abandoned calls. When 
the capability is enabled, calls with a duration shorter than the 
administered value (zero to ten seconds) are counted as phantom 
abandon calls. Setting the timer to zero disables it.
Predicted...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-18
Refresh RateThe number of seconds CMS should wait for each update of the real-time 
report data. A users fastest allowable refresh rate is defined in the User 
Permissions — User Data window as a minimum refresh rate. The 
default refresh rate when a user brings up the report input window is the 
administered minimum refresh rate plus 15 seconds.
Reserve AgentA reserve agent in 
CentreVu Advocate is an agent who is activated on 
that agent’s...