Lucent Technologies Centrevu Advocate Release 8 User Guide

  Glossary CentreVu® Advocate Release 8 User Guide
GL-19
Service LevelA time specified in seconds within which all calls should be answered. 
Normally set as an objective by management. Usually referred to as 
Acceptable Service Level.
Service Level SupervisorService Level Supervisor is an override feature used to select skills for 
agents. Service Level Supervisor has Expected Wait Time (EWT) 
thresholds set for skills and can override normal agent call handling 
preferences to handle calls from a skill...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-20
Standard AgentsStandard agents are agents in a skill who are assigned a skill level from 1 
to 16, rather than being reserve agents. Standard agents are also known 
as non-reserve agents. Standard agents can have roles of top, roving, 
backup, or allocated.
Standard ReportsThe set of reports that are delivered with the CMS or 
CentreVu 
Supervisor software.
StationAn unmeasured extension. An extension that is not currently staffed by 
an agent or...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-21
TimetableAn activity task or group of activities tasks (like reports) scheduled for 
completion at a time that is convenient and nondisruptive for your call 
centers operation.
Top AgentsTop agents are agents who have skill level call handling preference and 
have the lowest level number (and highest skill level) administered for 
that skill and have been designated Top Agent for that skill (first 
administered, highest level). An agent can only be...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-22
UNKNOWNAn agent state. CMS does not recognize the current state.
A trunk state. CMS does not recognize the state of the trunk.
UpgradeMoving an existing CMS customer from one release/load to another, 
giving the customer the additional functionality provided in the new 
release. Depending on which release the customer is upgrading from, 
and to, the upgrade may involve upgrading the software only, or may 
involve upgrading software and hardware....

  Glossary CentreVu® Advocate Release 8 User Guide
GL-23
A prioritized list of agent skills administered for a VDN that are required or 
preferred for the answering agent. VDN Skill Preferences represent the 
requirement that a call be routed to an ACD agent with a particular ability 
or set of abilities.
Voice TerminalA telephone set, usually with buttons, that gives an agent some control 
over the way calls are handled.
Weekly DataDaily data that have been converted to a weekly summary.
Window CountThe...

  Glossary CentreVu® Advocate Release 8 User Guide
GL-24 

  Index CentreVu® Advocate Release 8 User Guide
IN-1
Index
Symbols
% Aban .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  5-19, 13-22
% Aban Calls .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 5-16
% Agent Occup (Group) w/ACW .  .  .  .  .  .  .  .  13-23
% Agent Occup (Group) w/o ACW .  .  .  .  .  .  .  13-23
% Ans Calls.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-17, 5-15
% Busy  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  5-19, 13-22
% Disconnect .  .  .  .  .  .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-2
Agents Active Chart - Flex Agents .  .  .  .  .  .  .  .  6-18
Agents Active Chart - Reserve1 Agents  .  .  .  .  .  6-18
Agents Active Chart - Top Agents  .  .  .  .  .  .  .  .  6-18
AGINRING  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  9-10
AGRING  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 9-9
AGTIME.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-22, 6-25, 9-15
Algorithm .  .  .  .  .  .  .  .  .  .  .  .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-3
Call Selection Override.  .  .  .  .  . 1-7, 2-8, 2-14, GL-6
default setting .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-8
OFF  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-9
ON.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-8
results of ON/OFF .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-11
System Parameters DEFINITY form.  .  .  .  .  .  . 2-8
Call Selection Override OFF .  .  .  .  .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-4
Delete.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-9
Delete Skills per Agent .  .  .  .  .  .  .  .  .  .  .  .  .  .  12-4
Designer Reports.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-9
Destination .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  4-19
Dialed Number Identification Service (DNIS).  .  . GL-9
Dictionary.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-9
Calculations .  .  .  ....