Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
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 data collection...

   CentreVu Explorer II Version 1.0 User Guide
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 CMS databases. A database item may 
store ACD identifiers (split numbers or names, 
login IDs, VDNs, and others) or statistical data 
on ACD performance (number of ACD calls, 
wait time...

   CentreVu Explorer II Version 1.0 User Guide
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 agent is on a...

   CentreVu Explorer II Version 1.0 User Guide
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 estimate of how long...

   CentreVu Explorer II Version 1.0 User Guide
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.
Expert Agent...

   CentreVu Explorer II Version 1.0 User Guide
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 
skill preference, so...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-15
First Threshold A graph term for the lower limit for a particular 
condition in a graph report. The bar(s) change 
color/intensity when the defined limit is met, 
notifying you that a Caution condition could 
exist.
Forced Busy 
(FBUSY)A trunk state in which the switch sends a busy 
signal to a caller when the call center is too 
busy to handle the incoming call.
Forced Disconnect 
(FDISC)A trunk state in which the switch disconnects 
the...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-16
Inbound Call 
Management (ICM)A set of switch and adjunct features using 
ASAI to enable the adjunct to provide 
automatic screen delivery and call routing.
Information Indicator 
(II)A 2-digit code that identifies the type of 
originating line (for example: hotel or pay 
phone) for incoming ISDN PRI calls.
INFORMIXA relational database management system 
used to organize 
CentreVu CMS historical data 
when 
CentreVu Explorer II is used in a...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-17
Intrahour Interval A 15-, 30-, or 60-minute segment of time 
starting on the hour. An intrahour interval is the 
basic unit of CMS report time.
ISDN See 
Integrated Services Digital Network.
JRE
Java Run Time Environment.
Java Plug-InJava is a programming language for World 
Wide Web applications from Sun 
Microsystems. 
Java was modeled after C++, 
and 
Java programs are embedded into HTML 
documents. The first Web browsers to run 
Java...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-18
The Logical Agent capability allows agents to 
be called by dialing their login IDs. Calls to 
login IDs may be treated as direct agent ACD 
calls, given the proper class of restriction, or 
may be treated as extension (personal) calls. 
Treating the calls as direct agent calls can be 
used to help distinguish business-related from 
personal calls.
LOGOFF An agent work mode indicating that an agent 
has logged out and is not available to take...