Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-17
HOLD
A trunk state. The agent has put the call on this trunk on hold.
IDLE
A trunk state. The trunk is not is use and waiting for a call.
II
See Information Indicator.
Information Indicator (II)
A two-digit code that identifies the type of originating line (for 
example: hotel or pay phone) for incoming ISDN PRI calls.
INFORMIX
A relational database management system used to organize CMS 
data.
INFORMIX SQL
The interactive interface typically used...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Location
A location, or site, refers to a physical location. This can be a 
building, a section of a building, or it can be what was once a 
separate ACD before the ATM WAN capability was used to merge 
separate ACDs with other ACDs into one large call center. A 
location will typically be assigned one (or more) location IDs. A 
location, despite being part of a larger call center, may continue to 
have sole responsibility for handling certain 800...

  Glossary CentreVu®  Supervisor Version 8 Reports
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The Logical Agent capability allows calling agents to connect by 
dialing into 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 trace work mode. An agent is logged out and not 
available to take ACD...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Modify
A CMS action that changes the database entry to reflect the new 
values entered in the current primary window.
Monthly Data
Daily data that has been converted to a Monthly summary.
Most Idle Agent (MIA)
An ACD distribution method that maintains a queue of idle agents. 
An agent is put at the end of the list for a particular split when the 
agent completes an ACD call for that split. The agent continues to 
advance in the list as long as the...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Multiple Split Queuing
With Call Vectoring, a call can be directed to up to four splits at the 
same time, with the first agent who is free getting the call.
Multiuser Mode
Any administered CMS user can log into CMS. Data continues to 
be collected if data collection is on.
Name (Synonym) Fields
Fields in which you may enter a name (synonym) that has been 
entered in the Dictionary subsystem (for example, names of 
agents, splits/skills, agent...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Previous Interval
Represents one intrahour interval and is part of the real-time 
database. At the end of each intrahour interval, the contents of the 
current intrahour interval are copied to the previous intrahour 
interval portion of the real-time database.
Primary Skill
Skills assigned to an agent. Primary skills are the areas in which 
the agent has the most expertise.
See also Agent Skill.
Queue
A holding area for calls waiting to be answered...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Redirect On No Answer
An ACD capability that assists the user if a call is not answered in 
a specified number of rings (preset by the call center Manager). 
The terminal extension, including ports with VRUs, is busied out 
and the call goes back into the queue at top priority.
Refresh Rate
The number of seconds CMS should wait for each update of the 
real-time report data. A users fastest allowable refresh rate is 
defined in the User Permissions...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Service Level
A time specified in seconds within which all calls should be 
answered. Normally set as an objective by management. Usually 
referred to as Acceptable Service Level (ASA).
Service Observing- VDNs
A feature available with G3V4 or later switches that gives a voice 
terminal user the ability to monitor the treatment a call receives as 
it is processed by a VDN.
Single-User Mode
Only one person can log into CMS. Data continues to be...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Station
An unmeasured extension. An extension that is not currently 
staffed by an agent or that is a member of an unmeasured split/skill 
or hunt group.
Subsystem
Each CMS Controller selection (for example, Reports, Dictionary, 
System Setup, Exceptions, etc.) along with Timetable and 
Shortcut is referred to as a subsystem of the Call Management 
System throughout this document.
Switch
A private switching system providing voice-only or voice and...

  Glossary CentreVu®  Supervisor Version 8 Reports
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Time Format
The standard format for entering times on CMS reports.
Acceptable formats are:
•AM/PM format (for example, 7:30AM-5:00PM).
•Military time format (for example, 7:30-17:00).
Timetable
An activity task or group of activities tasks (like reports) scheduled 
for completion at a time that is convenient and nondisruptive for 
your call centers operation.
Trunk
A telephone circuit that carries calls between two switches, 
between a Central...