Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Glossary CentreVu®  Supervisor Version 8 Reports
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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 to view the INFORMIX 
database. For CMS purposes, CMS QL is used instead of 
INFORMIX SQL.
Integrated Services Digital Network (ISDN)
A digital standard for telephony that enables, among other things, 
telephone, television, and computer signals on the same lines. 
This system may someday replace our existing telephone lines.
Interval-Based Items
A category of database items. These items represent the amount 
of time during a collection interval spent doing a particular activity. 
Interval-based items are updated throughout the collection interval 
and timing is restarted at the end of the interval. Interval-based 
items should only be used to show amount of time in an interval for 
an activity or to calculate percentages of time spent in an interval. 
Interval-based items should not be used to calculate averages 
(such as average hold time).
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. 
						

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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 numbers. A 
location may also share responsibility for handling an 800 number 
by having some of its agents be part of a larger split/skill that 
includes agents from other locations.
Location ID for Agents
An agent location ID is the ID of the agent terminal the agent is 
logged into. It is associated with the 
DEFINITY port network ID to 
which the agent terminal is attached. An agent cannot be assigned 
a location ID for reporting purposes until he or she logs into the 
ACD. Available on the 
DEFINITY ECS R7.1 with ATM and later.
Location ID for Trunks
The 
DEFINITY network location ID (1-44) associated with a trunk. 
A Location ID is not directly assigned to an trunk, instead, it is 
assigned to a port network (via the chcabinetx form). Therefore, 
each trunk whose equipment location belongs to that port network 
will be associated with that port networks location ID.
Logical Agent
An EAS feature that associates the agents login ID with the 
physical extension when the agent logs in. Properties such as the 
assigned skills, class of restriction, and coverage path are 
associated with the login ID rather than the physical extension. 
This allows agents to log in at any available set.
Agents are assigned a single set of work mode buttons, rather than 
one set per skill. This simplifies the agents interface to the work 
mode buttons. When the MI or AI button is lit, the agent is 
available to take a call in any assigned skills. 
						

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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 calls.
LOGON
An agent trace work mode. An agent is logged in and available to 
take ACD calls.
Maintenance Busy (MBUSY)
A trunk state. The trunk is maintenance busy, out of service for 
maintenance purposes.
Manual In (MI)
An ACD work mode. MI makes the agent available to receive an 
ACD call and automatically places the agent into the ACW state 
upon release from the call.
MBUSY
See Maintenance Busy.
MCH
See Multiple Call Handling.
Measured
A term that means an ACD element (agent, split/skill, trunk, trunk 
group, vector, VDN) has been identified to CMS for collection of 
data. If the ACD element is not measured, no data is collected.
MI
See Manual In.
MIA
See Most Idle Agent. 
						

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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 agent remains staffed and in 
ACW, available, or on AUXIN/OUT extension calls from the 
available state. In G3V2, if the agent is in ACW or is on an AUXIN/
OUT extension call from the available state, then the agent is 
marked as unavailable to take an ACD call but remains in the list, 
moving up. An agent in the AUX mode (either by pressing the AUX 
button or by logging in) is not in the list of eligible agents.
Agents in multiple splits/skills are in multiple eligible agent lists, 
one list for each split/skill. An agent who is in ACW, on an AUXIN/
OUT extension call from the AVAIL state, of on an ACD call for 
another split/skill continues to move up the list of eligible agents for 
other split/skills.
With EAS, if there are no calls waiting in queue for an agents 
primary skill(s), the agent is put into the MIA queue for primary and 
secondary skills, and then receives the next call for any of the skills 
logged into.
Multi-Agent Skill Change Window
This window allows the user to perform the following 
administration actions: add one or more agents to a skill; move one 
or more agents from one skill to another; and remove one or more 
agents from a skill.
Multiple Call Handling (MCH)
Allows an agent to receive an ACD call while other calls are active 
on the agents station. The agent must put the current call on hold 
and press AI/MI in order to receive another ACD call. 
						

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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 groups, trunk groups, vectors, VDNs).
Nonprimary Split/Skill
When a call is queued to multiple splits/skills, the second and third 
splits/skills to which the call queues in a VDN are called 
nonprimary splits/skills. They are also referred to as secondary 
and tertiary splits/skills, respectively.
Only Me Report
A custom report that only the creator and the 
CentreVuÒ CMS 
administrator(s) can access.
OTHER
An agent state. The agent is working on a direct agent call, working 
on a call for another split or skill, or has put a call on hold and has 
not chosen another work mode.
Percent (%) Within Service Level
The percentage of calls that you are expecting or targeting to be 
answered by an agent within a specific number of seconds.
Phantom Abandon Call Timer
A CMS capability that tracks information about abandoned calls. 
When the capability is enabled, calls with a duration shorter than 
the administered value (zero to ten seconds) are counted as 
phantom abandon calls. Setting the timer to zero disables it. 
						

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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 in the order in 
which they were received. Calls in a queue may have different 
priority levels, in which case, calls with a higher priority are 
answered first.
QUEUED
A trunk state. An ACD call has seized the trunk and is queued to a 
split/skill waiting for an agent to answer.
Read Permission
The CMS user can access and view data (for example, run reports 
or view the Dictionary subsystem). Read permission is granted 
from the User Permissions subsystem.
Real-Time Database
Consists of the current and previous intrahour data on each CMS-
measured agent, split, trunk, trunk group, vector, and Vector 
Directory Number (VDN).
Real-Time Reports
Display 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. 
						

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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 - User Data window as a minimum 
refresh rate. The default refresh rate when a user brings up the 
report input window is the administered minimum refresh rate plus 
15 seconds.
R3V6 can refer to a software version of 
CentreVuÒ CMS.
RINGING
An agent state. The time a call rings at an agents voice terminal 
after leaving the queue and before the agent answers the call. 
Available only with Generic 3.
A trunk state. A call is ringing at the agents voice terminal.
Rolling ASA
See Average Speed of Answer (ASA).
Scripting
The Scripting feature lets you create a script to run a specified 
report or run a report and export the data on schedule. The scripts 
require a customer- provided scheduler to be run at a later time.
Secondary Skill
Skills assigned to an agent. Secondary skills are the areas in 
which the agent does not have extensive expertise. (Used in G3V2 
through G3V4 with EAS.)
See also Agent Skill, Skill Level.
SEIZED
A trunk state. A call is using the trunk either incoming or outgoing. 
						

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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 collected 
if data collection is on. This mode is required to change some 
CMS administration.
Skill
An attribute that is assigned to 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 which requires one of those skills. In relationship 
to your call center, think of skill as a specific customer need/
requirement or perhaps a business need of your call center. You 
will be defining your skills based on the needs of your customers 
and your call center.
Skill Level
A priority level from 1 (highest) to 16 (lowest) indicating an agents 
level of expertise or ability to handle calls to the given skill. (ECS 
Version 5 and later.)
Split
A group of extensions that receives special-purpose calls in an 
efficient, cost- effective manner. Normally, calls to a split arrive 
primarily over one or a few trunk groups.
Staffed Agent
An Agent who is currently logged in to the switch.
Standard Reports
The set of reports that are delivered with the CMS or 
CentreVuÒ 
Supervisor software. 
						

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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 data 
communications services (including access to public and private 
networks) for a group of terminals within a customers premises.
System AUX
The 
DEFINITYÒ switches use the reason code 0 as the default 
code for situations in which the switch places the agent in the AUX 
mode automatically (for example, on login, when agents make or 
receive extension calls from AI/MI mode, when the agent is taken 
out of service due to failure to answer a ringing call) or logs the 
agent out (for example, during a Move Agent while Staffed 
operation). ASAI applications that change the agents work mode 
to AUX or log the agent out without specifying a reason code will 
result in change to AUX or logout with the default reason code.
Tertiary Split/Skill
Generic 3 and ECS with vectoring only. When a call is queued to 
multiple splits/skills, the third split/skill the call queued to in a VDN 
is called the tertiary split/skill.
Thresholds
Supervisor thresholds are defined as Caution or Warning. 
Threshold highlight settings apply only to some real-time data 
items in real-time and integrated reports. For information on setting 
threshold highlights, see the 
CentreVuÒ Call Management System 
Release 3 Version 8 Administration  585-210-910
 document. 
						

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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 Office (CO) and a switch, or between a CO and 
a phone.
Trunk Group
A group of trunks that are assigned the same dialing digits - either 
a phone number or a Direct Inward Dialed (DID) prefix.
Uniform Call Distribution (UCD)
The most idle agent for the skill will receive the call (if the agent is 
available).
Universal Call Identifier (UCID)
A number that uniquely identifies a call in a network of nodes that 
support UCID. This number will be a part of the records in the Call 
History feature of CMS.
UNKNOWN
An agent state. CMS does not recognize the current state.
A trunk state. CMS does not recognize the state of the trunk.
UNSTAF (non-EAS)
Unstaffed, an agent state. The agent is not logged in and, 
therefore is not being tracked by CMS.
User ID
The login ID for a CMS user.