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 specified as 
read or write permission. Read permission 
means the 
CentreVu Explorer II user can 
access and view Administrative data. Write 
permission means the 
CentreVu Explorer II 
user can add, modify, or delete Administrative 
data.
ACD See 
Automatic Call Distribution. 
						

							   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 
window.
ACW See 
After Call Work.
Add A 
CentreVu Explorer II action that adds the 
data entered in the given window to the 
Administration database.
Adjunct/Switch 
Applications Interface 
(ASAI)An open application interface through which 
processors and switches can jointly provide 
services that require applications to initiate, 
receive, and control calls or make use of switch 
features. (See 
Open Application Interface.)
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 agent in ACW. With 
Generic 3, ACW is also accessible by a button 
on the agents set and may not be related to an 
ACD call. 
						

							   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) 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.
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 Skill An 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 20 skills. 
The meaning of each Agent Skill is defined by 
the customer. Examples of what could be 
considered skills are: the ability to speak a 
particular language or the expertise to handle a 
certain product.See 
Primary Skill, Secondary 
Skill
, and Skill Level. 
						

							   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 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.
ANI See 
Automatic Number Identification.
Applet An applet is a program written in the 
Java™ 
programming language that can be included in 
an HTML page. When you use a 
Java 
technology-enabled browser to view a page 
that contains an applet, the applet’s code is 
transferred to your system and executed by the 
browser.
ASA See 
Average Speed of Answer.
ASAI See 
Adjunct/Switch Applications Interface. 
						

							   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 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 (SID) 
number.
AUX See 
Auxiliary Work.
AUX Reason Codes AUX reason codes enable a call center to track 
an agent’s time more precisely when the agent 
is in the AUX state. The agent can specify 
exactly why the AUX state is used, such as 
lunch or meetings. 
						

							   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) An agent state in which the extension is able to 
accept an ACD call. The agent enters this state 
by selecting the AI or MI work mode.
Average Speed of 
Answer (ASA)The average amount of time a caller waits 
before connecting to an agent. ASA is usually 
an objective set by your call centers 
management.
The actual 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, in queue, and the time 
ringing an agent.
Interval ASA is used for BCMS and 
CentreVu 
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.
See also 
Rolling ASA. 
						

							   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 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 ID The Identifying number for a call.
CentreVu Call 
Management System 
(CMS)A software product used by business 
customers that have Lucent Technologies 
telecommunications switches/ECS and receive 
a large volume of telephone calls that are 
processed through the Automatic Call 
Distribution (ACD) feature of the switch/ECS. 
The 
CentreVu CMS collects call-traffic data, 
formats management reports, and provides an 
administrative interface to the ACD feature in 
the switch/ECS. 
						

							   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 the 
CentreVu Call 
Management System for management 
reporting.
CentreVu CMS See CentreVu Call Management System.
Configuration The way that the computer is set up to allow for 
particular uses or situations.
CONN See 
Connected.
Connected (CONN) A trunk state in which a caller and an agent are 
connected on an ACD call.
Connected Call A non-ACD call (that is connected to an agent 
through a VDN) for which 
CentreVu CMS 
receives an indication that the call rang or was 
answered.
CONVERSANT CONVERSANT is a powerful voice response 
system which interacts with the caller. This 
system may include: automated call routing, 
announcement storage, message retrieval, 
and callback.