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 
+ I_ACDAUXINTIME))The percentage of an agent or 
agent groups occupancy, including 
after call work time. This 
calculation is used in interval, daily, 
weekly, and monthly Historical 
Agent Summary and Agent Group 
Summary reports. When it is used 
in an Agent Summary report, the 
field is % Agent Occup.hagent
% Agent 
Occup 
(Group) w/o 
ACW100 * 
(sum(I_RINGTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME 
+ I_ACDAUXINTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME 
+ I_ACDAUXINTIME))The percentage of an agent or 
agent groups occupancy, 
excluding after call work time. This 
calculation is used in interval, daily, 
weekly, and monthly Historical 
Agent Summary and Agent Group 
Summary reports. When it is used 
in an Agent Summary report, the 
field is % Agent Occup. hagent Calculation 
NameCalculation Description Database Table 
						

							  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 determined that calls for a particular 
skill should be answered. The Acceptable Service Level is determined after 
reviewing call profiles for a skill.
Access PermissionsPermissions assigned to a Call Management system (CMS) user so that the 
user can access different subsystems in CMS or administer specific 
elements (splits/skills, trunks, vectors, etc.) of the ACD. Access permissions 
are specified as read or write permission. Read permission means the CMS 
user can access and view data (for example, run reports or view the 
Dictionary subsystem). Write permission means the CMS user can add, 
modify, or delete data and execute processes.
ACDSee 
Automatic Call Distribution.
ACD CallA call that queued to a split/skill and was answered by an agent in that 
split/skill, or a call that queued as a direct agent call and was answered by 
the agent for whom it was queued.
AcknowledgmentA window that requires you to confirm an action or to acknowledge a system 
message (for example, system going down, warning, or fatal error for the 
user window). This window cannot be moved, sized, or scrolled and 
disappears only when you confirm the message.
Active AgentsAgents who are in ACD, RINGING, and/or After Call Work (ACW) work 
states.
Activate Agent 
Tr a ceFrom this window you can start CMS tracing of agent activities. These 
activities include all agent state changes until the trace is turned off. You 
must activate an agent trace to obtain an Agent Trace report.
Active VDN CallsThe number of calls currently active in a VDN. The G3V4 vector 
enhancement “VDN Calls Routing” refers to the ability to program a vector 
step according to the number of active VDN calls. The number of active calls 
is referred to as “counted-calls” in the vector step.
ACWSee 
After Call Work. 
						

							  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 Generic 3, ACW is accessible 
by a key on the agents set and may not be related to an ACD call.
AgentA person who answers calls to an extension in an ACD split/skill. The 
agent is known to CMS by a login identification keyed into a voice 
terminal.
Agent Login IDA 1- to 4-digit number (Generic 2/System 85) or a 1- to 9-digit number 
(Generic 1/Generic 3) entered by an ACD agent from a voice terminal to 
activate the agent position. Agent logins are required for all CMS-
measured ACD agents.
Agent OccupancyThe total time with one or more ACD calls ringing, active, or on hold for 
any of an agent’s assigned skills, and, optionally, the total call related and 
non-call-related ACW time for any of an agent’s assigned skills divided by 
the total time staffed in any assigned skill expressed as a percentage. 
The calculation for agent occupancy is: 100 * (sum(I_RINGTIME + 
I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME + I_ACWTIME) / sum(TI_STAFFTIME - TI_AUXTIME 
+ I_ACDAUX_OUTTIME + I_ACDAUXINTIME)) where I_ACWTIME is an 
optional component, may be used as a comparison measurement. This 
calculation can be used when creating a new report with 
CentreVu 
Report Designer or 
CentreVu Report Wizard. AUX time is not included in 
the calculation of agent occupancy
Agent Position
(Non-EAS)The combination of agent login ID and split the agent logged into. Agents 
logged into multiple splits have multiple positions associated with them. 
Call data are collected separately for each agent/split combination.
Agent Position (EAS)The combination of agent login ID and the skills the agent is assigned. 
Data are collected for the agent by skill, so the total work for the agent 
must be summed over all skills in which the agent worked. 
						

							  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 reserve have a role of Backup, and agents who are percent 
allocated to skill(s) have a role of Allocated.
Agent SelectionSelection of an agent when a call arrives for a skill and that skill is in an 
agent surplus condition.
Agent SkillAn attribute that is associated with an ACD agent. Agent Skills can be 
thought of as the ability for an agent with a particular set of skills to 
handle a call that requires one of a set of skills. An agent can be assigned 
up to four skills. The meaning of each Agent Skill is defined by the 
customer. Examples are the ability to speak a particular language or the 
expertise to handle a certain product.
See also 
Primary Skill and Secondary Skill.
Agent StateA feature of agent call handling. Agent states are the different call work 
modes an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, 
DACW, OTHER, UNKNOWN, RING). Data about these states is 
displayed in real-time and historical reports. 
See the definition of each state for additional information.
Agent Surplus ConditionOne or more agents available for a specific skill.
Agent TerminalThe voice terminal used by a call-center agent.
Agent TraceYou must start an agent trace before you can obtain an Agent Trace 
report. You can activate traces for a maximum of 25 agents at any one 
time. You can select the dates in which the trace will receive information. 
This report lists each agent activity and the time it occurred.The Agent 
Trace report can be helpful when evaluating how well individual agents 
are using their time.
Agent Work TimeThe total time with one or more ACD calls ringing, active, or on hold for 
any of an agent’s assigned skills, and, optionally, the total call-related and 
non-call-related ACW time divided by the total time staffed in this skill 
expressed as a percentage.
AISee 
Auto-In. 
						

							  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 Advocate.
ANISee 
Automatic Number Identification.
AnnouncementA recorded message that normally tells the caller what destination the 
call has reached. The announcement also often tries to persuade the 
caller to stay on the line. With Call Vectoring, announcements can be part 
of a vectors call processing. An announcement is assigned to a vector by 
entering an announcement number.
ASASee 
Average Speed of Answer.
ASAISee 
Adjunct/Switch Applications Interface.
Auto-Available SplitAn ACD capability that ensures that after a power failure or a system 
restart, Voice Response Units (for example, the CONVERSANT Voice 
Information System) are brought on line again immediately, without time-
consuming reprogramming.
Auto-In (AI)An ACD work mode that makes the agent available to receive calls and 
allows the agent to receive a new ACD call immediately after 
disconnecting from the previous call.
Automatic Call 
Distribution (ACD)A switch feature. Automatic Call Distribution (ACD) is software that 
channels high-volume incoming call traffic to agent groups (splits or 
skills).
Also an agent state where the extension is engaged in an ACD call (with 
the agent either talking to the caller or the call waiting on hold).
See also 
Redirect on no Answer and Auto-Available Split.
Automatic Number 
Identification (ANI)A general industry term referring to knowledge of the calling party 
number (CPN). When the calling party is behind a switch, the number 
provided can be either a billing number for the switch or the station 
identification number.
AUXSee 
Auxiliary Work. 
						

							  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 able to accept an ACD call.
Available AgentA logged in agent in Auto-In (AI) or Manual-In (MI) with no ringing, active, 
or held call appearances. (See also Multiple Call Handling (MCH) for 
alternative definitions of an available agent.)
Available Work StateAn agent work state in which the agent is in either the AI or MI work mode 
and is available to receive ACD calls. In general, agents in either the AI 
or MI work mode are not available to receive calls if they are currently on 
a call or have placed a call on hold.
Average Agent Service 
TimeThe average time you are expecting or targeting for each agent to spend 
on an ACD call, including talk time and after-call-work time.
Average Speed of 
Answer (ASA)The average amount of time a caller waits in queue before connecting to 
an agent. ASA is usually an objective set by your call centers 
management.
The ASA for a split/skill includes the time spent in queue and the time 
ringing an agent. ASA for a VDN includes the time spent in vector 
processing (including the time spent in queue and the time ringing) for 
the VDN that the call was answered in. 
Interval ASA has been used for BCMS and pre-R3V4 CMS reporting 
where the ASA is calculated on reporting interval boundaries and the 
ASA is cleared to zero at the start of each reporting interval. Rolling ASA 
is used, beginning with R3V4 CMS, for vector routing. Rolling ASA is a 
running weighted average calculation without regard to any interval 
boundaries. Rolling ASA is calculated on the G3V4 switch and sent to 
R3V4 CMS.
Backup AgentsBackup agents are those agents who are assigned skill level as their call 
handling preference and they are not Top agents on the skill.
CalculationA menu selection in the CMS Dictionary subsystem which gives the 
abbreviated name (calculation name) for the calculation that generates 
the data for a field in a report. 
						

							  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 ordered list of calls per skill. The order is based on queue priority 
followed by time in queue; that is, a higher priority call will be serviced 
before a lower priority call regardless of time in queue.
Call SelectionSelection of a call when an agent becomes available and one or more of 
the agent’s assigned skills is in a call surplus condition.
Call Selection 
MeasurementThe measurement used in the call selection process if an agent’s call 
handling preference is administered as either Skill Level or Greatest 
Need, or if a skill is over threshold. There are currently two call selection 
measurements, Current Wait Time and Predicted Wait Time, both of 
which are adjusted for queue priority.
Call Selection OverrideA parameter used in Service Level Supervisor to determine whether to 
reprioritize agents when a skill goes over threshold to select a call from 
an over-threshold skill. If the field on the System Parameters Features 
DEFINITY form is set to Yes (Y), agents will be reprioritized. If it is set to 
No (N), standard agents will continue with their primary tasks. Reserve 
agents will take a call from the over-threshold skill only if their are no calls 
waiting in their standard skills or if those agents are reserve-only agents.
Call Surplus ConditionOne or more calls queued for a specific skill.
Call VectoringA switch feature that provides a highly flexible method for processing 
ACD calls using VDNs and vectors as processing points between trunk 
groups and splits. Call vectoring permits treatment of calls that is 
independent of splits.
Similar to a computer program, a call vector is a set of instructions that 
control the routing of incoming calls based on conditions that occur in a 
call center environment. Examples of call vector conditions include time 
of day and the number of calls in queue.
Call Work Code (CWC)An ACD capability that makes sure that during or after the call, the agent 
can enter a string of digits and send these digits to the DEFINITY Call 
Management System for management reporting. 
						

							  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 Microsoft Windows 
operating environment.
Change Agent SkillsAn agent’s skills may be changed from CMS by using the Change Agent 
Skills Window. The Change Agent Skills Window allows the user to 
change the skill assignments for one agent. Through this window a user 
can quickly see what skills are currently assigned to an agent and the 
user can easily change the agent’s skill assignment.
Users can close a window using the Close command on the Control 
menu. Closing an application’s main window is the same as quitting it.
CMSSee 
Call Management System.
CONNSee 
Connected.
Connected (CONN)A trunk state. A caller and an agent are connected on an ACD call.
Connected CallA non-ACD call is considered to be connected to an extension (not a 
VDN or direct agent) when the call rings at the station and the caller does 
not abandon.
CurrentA CMS action that displays data from the current interval.
Current IntervalRepresents the current intrahour interval, which can be 15, 30, or 60 
minutes. The current interval is part of the real-time database.
Current Wait Time (CWT)The time the call has already waited for service in a call queue adjusted 
for call priority.
CWCSee 
Call Work Code
DABNSee Direct Abandon.
DACDSee 
Direct Agent ACD. 
						

							  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 time frame: 
current and previous intrahour real-time data and intrahour, daily, weekly, 
and monthly historical data.
Database ItemA name for a specific type of data stored in one of the CMS databases. A 
database item may store ACD identifiers (split numbers or names, login 
IDs, VDNs, etc.) or statistical data on ACD performance (number of ACD 
calls, wait time for calls in queue, current states of individual agents, 
etc.).
Database TablesCMS uses these tables to collect, store, and retrieve ACD data. Standard 
CMS items (database items) are names of columns in the CMS database 
tables.
Date FormatThe standard format for entering dates on CMS reports. Acceptable 
formats are:
lMonth/day/year (for example, 3/21/93).
lA “-” offset based on todays date (for example, -1 for yesterday). 
You can also enter a range of numbers (for example, 0 through -7).
lSeparating individual data entry items using a semicolon (for 
example, 3/21/93;3/23/93;3/25/93).
lEntering ranges by placing a hyphen between entries (for example, 
3/21/93-3/25/93).
When you specify a date for a weekly report, that date or range of dates 
must correspond to the week start day selected in the System Setup—
Storage Intervals window. If the date and day do not match, the message 
“No records found” displays in the status line.
The month start date must be the first day of the month.