Service Level Threshold - Nortel Express User Manual

Glossary
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. The Symposium Express Call Center server is used to configure the
operations of the call center. See also client.
service level
The percentage of incoming calls answered within a configured number of
seconds.

service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
site
A system using Symposium Express Call Center that can be accessed using
SMI.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.
supervisor
A user who manages a group of agents.
switch
The hardware that receives incoming calls and routes them to their destination.
switch resource
A device that is configured on the switch. For example, a CDN is configured on
the switch, and then is used as a resource with Symposium Express Call Center.
See also acquired resource.
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Standard 2.0
Symposium Express Call Center