Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-5
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 using software that channels 
high-volume incoming and outgoing call traffic 
to agent groups (splits or skills).
Also an agent state where the extension is 
engaged on an ACD call.
See 
Redirect...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-6
Auxiliary Work (AUX) An agent work mode. 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 while 
in AI/MI mode.
AVAIL See...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-7
Backup The process of protecting data by writing the 
contents of the disk to an archive (or tape) that 
can be removed from the computer 
environment and stored safely.
Calculation The abbreviated name (calculation name) for 
the formula calculation that generates the data 
for a field in a report.
Call-Based Items The category of database items in 
CentreVu 
CMS that are committed to the database after 
the call completes....

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-8
Call Vectoring A switch feature that provides a highly flexible 
method for processing ACD calls.
A call vector is a set of instructions that 
controls the routing of incoming and outgoing 
calls based on current conditions. Examples of 
call vector conditions include time of day and 
the number of calls in queue.
Call Work Code 
(CWC)An ACD capability that allows the agent to 
enter a string of digits during or after the call...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-9
Cradle-to-GraveA detailed analysis which shows all of a call’s 
activities that occurred from inception to 
termination of the call.
Current Window The user window in which you are actively 
working.
CWC See 
Call Work Code.
DABN See 
Dequeued and Abandoned.
DACD See 
Direct Agent ACD.
DACW See 
Direct Agent ACW.
Data Collection Off
CentreVu CMS is not collecting ACD data. 
Data already collected will not be lost when 
turning...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-10
Database A group of files 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 Item A name for a specific type of data stored in one 
of the 
CentreVu CMS databases. A database 
item may store ACD identifiers (split numbers 
or names, login IDs, VDNs, and others) or 
statistical data on ACD performance...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-11
Dequeued and 
Abandoned (DABN)A trunk state in which the trunk quickly goes to 
idle after the caller abandons the call.
Dialed Number 
Identification Service 
(DNIS)A network capability that identifies, for each 
call, the number dialed or the area from which 
the call originated (for example, a specific 800 
number set up for a promotion).
DID See 
Direct Inward Dialing.
Direct Agent ACD 
(DACD)An agent state in which the...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-12
EAD See 
Expert Agent Distribution.
EAS See 
Expert Agent Selection.
Entity A generic term that refers to one of the 
following: Agent, Split/Skill, Trunk, Trunk 
Group, VDN, or Vector.
Error Message A response from a program indicating that a 
problem has arisen or something unexpected 
has happened, requiring your attention.
EWT See 
Expected Wait Time.
Expected Delay See 
Expected Wait Time. 
Expected Wait Time 
(EWT)An...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-13
Expert Agent 
Distribution (EAD)An EAS process that selects an agent when 
more than one agent is available. With EAS, a 
call will go to the most idle agent with the skill 
as primary (skill level one). If none are 
available, the call goes to an agent who is idle 
and has the skill as secondary. If none are 
available, the selection process continues with 
progressively lower skill levels until an idle 
agent is found....

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-14
CentreVu CMS collects data on skills in the 
same manner as it collects data on splits. Real-
time Agent reports generally indicate the skill in 
which agents are currently working. Skill 
reports show the performance of the skill 
overall, displaying such items as the ASA, the 
number of calls, and the percentage of calls 
answered within the target service level for the 
skill.
CentreVu CMS also reports VDN data by VDN...