Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-7
Average Speed of Answer (ASA)
The average amount of time a caller waits in queue before 
connecting to an agent. ASA is usually an objective set by your call 
centers management.
The 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 (including the time spent in queue and the time 
ringing) for the VDN that the call was answered in.
Interval ASA has been...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-8
Call Management System (CMS)
A software product used by business customers that have AT&T 
telecommunications switches and receive a large volume of 
telephone calls that are processed through the Automatic Call 
Distribution (ACD) feature of the switch. The CMS collects call-
traffic data, formats management reports, and provides an 
administrative interface to the ACD feature in the switch.
Call Prompting
A switch feature that routes incoming...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-9
Change Agent Skills
An agents skills may be changed from CMS by using the Change 
Agent Skills Window. The Change Agent Skills Window allows the 
user to change the skill assignments for one agent. Through this 
window a user can quickly see what skills are currently assigned 
to an agent and the user can easily change the agents skill 
assignment or apply an agent template to up to 50 agents.
CMS
See Call Management System.
CONN
See Connected....

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-10
DABN
See Direct Abandon.
DACD
See Direct Agent ACD.
DACW
See Direct Agent ACW.
Daily Data
Interval data that has been converted to a 1-day summary.
Data Collection Off
CMS is not collecting ACD data. If you turn off data collection, CMS 
will not void data on current call activity.
Data Collection On
CMS is collecting ACD data.
Data Points
Points of historical data. A data point should include data for each 
interval of the working day.
Database
A...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-11
Date Format
The standard format for entering dates on Supervisor reports.  
Acceptable formats are:
•Month/day/year (for example, 3/21/93).
•A - offset based on todays date (for example, -1 for 
yesterday). You can also enter a range of numbers (for 
example, 0 through -7).
•Separating individual data entry items using a semicolon (for 
example, 3/21/93;3/23/93;3/25/93)
•Entering ranges by placing a hyphen between entries (for 
example,...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-12
Dictionary Location
The location ID is a number associated with one or more port 
networks on a 
Definity R7.1 or later. Any hardware residing on a 
port network is assigned the port networks location ID and 
identified by that ID number. The hardware tracked with this 
number includes the voice terminals agents use and trunks.
The location ID assigned to voice terminals can be used to track 
individual agents The location ID assigned to trunks can...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-13
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.
Exception
A type of activity on the ACD which falls outside of the limits you 
have defined. An exceptional condition is defined in the CMS 
Exceptions subsystem, and usually indicates abnormal or 
unacceptable performance on the ACD (by agents, splits/skills, 
VDNs, vectors,...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-14
Expert Agent Selection (EAS)
Expert Agent Selection (EAS) is an optional switch feature that 
builds on the power of the Call Vectoring and ACD features of the 
switch to match the skills required to handle a particular call to an 
agent who has at least one of the skills that a caller requires. The 
ACD queuing and the vector commands Queue-to-Main and 
Check-Backup are used to route a call to an agent with the 
appropriate skill to handle that...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-15
Flex Agents
Agents who have a role of Roving, Backup, or Allocated. Top and 
Reserve agents are not Flex agents. See the 
CentreVuÒ Advocate 
User Guide, 
585-210-927.
Flexible Routing
An ACD capability that allows customers to choose how incoming 
calls should be routed to agents within a split. Calls can be routed 
to the first available agent or to the most idle agent.
Flow Out
For a split/skill, this is the number of calls offered to a...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-16
For vectors, this is the number of calls to the vector that were 
redirected to another destination by way of a go to vector 
command or by a route to or adjunct routing command to a 
destination other than a split/skill or direct agent. (Calls that route 
to a split/skill or direct agent by way of a route to, adjunct 
routing, or messaging split/skill command are still tracked in the 
vector.)
Fro VDNs, this is the number of calls to the VDN that...