Lucent Technologies Centrevu Supervisor Version 8 Guide

   CentreVu Supervisor Version 8 Installation and Getting Started
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CentreVu
Supervisor
Glossary0
ACDSee Automatic Call Distribution.
Actions MenuA menu in the upper-left corner of the 
Supervisor Operations windows. The menu 
lists the actions available for that particular 
user window (for example, add, modify, and 
delete). You select an action after entering the 
necessary data in the user window.
AddA Supervisor action that adds the data 
entered in the given window to the CMS 
database....

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Administrator 
PrivilegesPermissions assigned to a Centrevu 
Supervisor user in order to administer specific 
elements, such as installing 
CentreVu 
Supervisor on a network. Access permissions 
are specified as read or write permission. 
Read permission means the user can access 
and view only Supervisor data. Write 
permission means the Supervisor user can 
add, modify, or delete Supervisor data.
AgentA person who answers calls to...

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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.
Automatic 
ScriptA Supervisor feature that launches a new 
Supervisor session that logs into CMS and 
runs the requested tasks in the background. 
Actions do not display on the PC. See also...

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CMSSee Call Management System.
ControllerA Supervisor feature that allows the user to 
access CMS reports and operations. The 
Controller includes a toolbar, a menu bar, a 
status bar, tooltips, and indicators/
Custom 
ReportsReal-time or historical reports that have been 
customized from standard reports or created 
from scratch.
DatabaseA group of tables that store ACD data according to a 
specific time frame: current and previous...

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Designer 
ReportsCustomized reports that can be created using 
CentreVu Supervisor’s Report Designer feature, and 
which are run from 
CentreVu Supervisor.
Dialog BoxA small on-screen window that conveys or 
requests information from the user. This 
window can contain list boxes, text boxes, 
tabbed pages, and so forth.
DictionaryA CMS subsystem that can be used to assign names 
to various call center elements such as login IDs,...

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GraphicsA CMS reporting option that allows you to view some 
reports in bar graph format.
Grayed OutWhen you do not have access to a menu or action list 
item, it will be grayed out (that is, dimmed or displayed 
in a different color from the rest of the menu or action 
list).
Historical 
ReportsDisplay past ACD data for various agent, split/skill, 
trunk, trunk group, vector, or VDN activities. A report 
summary of call data into...

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Integrated 
ReportsIntegrated reports compile call center 
information from any starting point in the last 
24 hours up to and including the current 
interval.
Interactive 
ScriptA Supervisor feature that runs the requested 
tasks in the current Supervisor session and 
displays the actions on the PC. You can input 
requested information while the script is 
running. See also 
Automatic Script and Script.
JumpIn Help, a command that...

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MaintenanceA CMS subsystem that is used for doing 
routine maintenance of the 
CentreVu CMS, 
such as backing up data, checking on the 
status of the connection to the switch, and 
scanning the error log.
Name FieldsFields in which you may enter a name (synonym) that 
has been entered in the Dictionary subsystem (for 
example, names of agents, splits/skills, agent groups, 
trunk groups, vectors, VDNs).
Network 
ServerA computer in a...

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Real-Time 
ReportsDisplay current ACD call activity on agents, 
splits/skills, trunks, trunk groups, vectors, and 
VDNs for the current or previous intrahour 
interval. Current intrahour interval real-time 
reports are constantly updated as data 
changes during the interval. Previous 
intrahour interval real-time reports show data 
totals for activity that occurred in the previous 
intrahour interval.
RegistryThe system-wide...

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ScriptingA CMS feature lets you automate actions 
such as changing an agent’s skills, running 
reports, exporting report data, and many other 
CMS functions. For example, you can create 
a script to run a specified report and export 
the data on schedule. 
ScrollTo use the bar on the side of the report 
window to move forward, backward, up, or 
down within a window.
Setup 
ProgramA program that configures a system for a 
particular...