Lucent Technologies Centrevu Cms Administration Guide

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, or changing logout reason code names3-45
Reference
Logout reason code names display in the agent login/logout and agent 
trace historical reports. If you make changes to logout reason code 
names, you must exit the report and rerun it to see the new name. See 
“Task: running, printing, exiting, and restarting a report” for more 
information
You can script the Logout Reason Codes window and schedule...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing or changing split/skill string values3-46
............................................................................................................................................................................................................................................................Viewing or changing split/skill string values
OverviewSplit/skill string values are the descriptive words in the...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing or changing split/skill string values3-47
The Split/Skill String Values input window opens.
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3To change the default values in the Service Level Changed fields at any 
time, type YES if you changed the service level in the split/skill call...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing or changing split/skill string values3-48
OVERLOAD2 — type the descriptive word for the state of a skill using 
the Service Level Supervisor feature when it exceeds both the first and 
second thresholds. The default value is OVRLD2.
END OF...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing split/skill names3-49
............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing split/skill names
OverviewYou can assign names to your ACD splits or...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing split/skill names3-50
The Splits/Skills input window opens.
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3In the Split/Skill name field, type the name that you want to add, delete, 
change, or view for this split or skill....

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing split/skill names3-51
If you assign exceptions to splits or skills, the split or skill names you 
assign display in the exceptions text. If you change a split or skill name, 
the new name displays in the exception text for all exceptions logged 
after the change. See “Task: administering exceptions” for more 
information.
Split or skill names display on Forecast reports.
You can...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing CentreVu CMS database items3-52
............................................................................................................................................................................................................................................................Viewing CentreVu CMS database items
OverviewStandard CentreVu CMS items are names of items in CentreVu CMS 
database tables....

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing CentreVu CMS database items3-53
The Standard CMS Items input window opens.
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3In the Database item field, type the name of the database that you want 
to look up....

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing trunk group names3-54
............................................................................................................................................................................................................................................................ Viewing, adding, deleting, or changing trunk group names
OverviewNames you assign to your ACD trunk groups...