Lucent Technologies CentreVu CMS Administration User Manual page 431

Glossary CentreVu CMS Administration
GL-3
agent position (non-EAS)
The combination of agent login ID and split the agent logged into. Agents logged
into multiple splits are associated with multiple positions. Call data is collected
separately for each agent/split combination.
agent role
A description of the kind of service an agent in multiple skills gives for 1 of these
skills. Agent role is a combination of call-handling preference and skill/reserve
levels.
agent skill
An attribute that is associated with an ACD agent and that qualifies the agent to
handle calls requiring the attribute. An agent can be assigned up to 20 skills – for
example, the ability to speak a particular language or the expertise to handle a
certain product.
See also primary skill, secondary skill, and skill level.
agent state
A call work mode or call state such as ACD, ACW, AVAIL, AUX, UNSTAFF,
DACD, DACW, OTHER, UNKNOWN, RINGING.
agent terminal
The voice terminal used by a call center agent.
agent trace
A CentreVu CMS capability that allows you to trace agent activities such as state
changes to generate a report.
AI
See Auto-In.
Algorithm
A procedure for solving a problem in a finite number of steps.
ANI
See automatic number identification.
announcement
A recorded voice message that typically identifies the call's destination, asks the
caller to stay on the line, and describes the product or service offered. With the Call
Vectoring feature, announcements can be part of a vector's call processing.