Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-51
3rd Split/Skill Queued to (SPLIT3)1
lField Description
This field contains the third split/skill to which the call was also queued to in 
the first VDN that it was associated with in the call segment. This applies only 
to Generic 2.2 with EAS, the ECS, and Generic 3 switches with vectoring.
lQuery Options
Select a split/skill from a list box that displays all third splits. 

   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-52 

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-1
GLCentreVu
ExplorerCentreVu
Explorer II
GlossaryGL
Abandoned Call A call in which a caller hangs up before 
receiving an answer from an agent. The call 
could be queued to a split/skill, in a 
vector/VDN, or ringing at an agent before it is 
abandoned.
Access Permissions Permissions assigned to a 
CentreVu Explorer 
II user in order to administer specific elements 
(splits/skills, trunks, vectors, and others) of the 
ACD. Access permissions are...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-2
ACD Call A 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.
Action List A menu in the upper-right corner of most user 
windows. The menu lists the actions available 
for that particular user window (for example, 
add, modify, delete, and others). You select an 
action after entering necessary data in the user...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-3
Agent A person or Voice Response Unit (VRU) port 
that answers calls to an ACD split/skill. The 
agent is known to 
CentreVu CMS by a login 
identification keyed into a voice terminal.
Agent Login ID A 1- to 4-digit number (Generic 2) or a 1- to 9-
digit number (Generic 3) entered by an ACD 
agent from a voice terminal to activate the 
agent’s position. Agent logins are required for 
all 
CentreVu CMS-measured ACD agents.
Agent Position (EAS)...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-4
Agent State A feature of agent call handling. Agent states 
are the different call work modes and call 
states 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 Terminal The voice terminal used by a call center agent.
AI See 
Auto-In.
Algorithm A prescribed set of...

   CentreVu Explorer II Version 1.0 User Guide
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 On No Answer and...

   CentreVu Explorer II Version 1.0 User Guide
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 
Available.
Available (AVAIL)...

   CentreVu Explorer II Version 1.0 User Guide
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. If a call starts...

   CentreVu Explorer II Version 1.0 User Guide
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 
and send them to...