Lucent Technologies CentreVu CMS Administration User Manual page 433

Glossary
available (AVAIL)
An agent work mode in which the extension can accept an ACD call. The agent
enters this state by selecting the AI or MI work mode.
average agent service time
The average time you are expecting or targeting each agent to spend on an ACD
call, including talk time and ACW time.
average speed of answer (ASA)
The average time a caller waits in queue before connecting to an agent. The ASA
for a split/skill includes the time spent in queue and the time ringing an agent. The
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.
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B
back up
The process of protecting data by writing the contents of the disk to an archive
such as tape that can be removed from the computer environment and stored safely.
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C
calculation
A formula for representing call center entities in the Dictionary. Calculations
generate the date for fields in a report.
call-based items
The category of database items in CentreVu CMS that are entered in the database
after a call completes. If a call starts and ends in different intrahour intervals, the
call-based data is recorded for the interval in which the call completed. Most
database items are call-based.
call-handling preference
A parameter of agent administration in an EAS environment that specifies how
calls are selected for the agent.
call-handling profile
A set of objectives describing how a split/skill handles calls. Call-handling profiles
are part of the Forecasting feature.
CentreVu CMS Administration
GL-5