Lucent Technologies CentreVu Explorer II Version 1.0 Installation Manual page 142

Glossary
Auxiliary Work (AUX)
AVAIL
Available (AVAIL)
Average Speed of
Answer (ASA)
CentreVu Explorer II Version 1.0 Installation for Windows NT
An agent work mode. For example, the agent
is engaged in non-ACD work, is on break, in a
meeting, or at lunch. An agent can reach this
state by pressing the AUX WORK button or
dialing the proper access code from the voice
terminal. The agent can also reach the state by
going off-hook to make or answer an extension
call while in AVAIL or with a call on hold while
in AI/MI mode.
See Available .
An agent state in which the extension is able to
accept an ACD call. The agent enters this state
by selecting the AI or MI work mode.
The average amount of time a caller waits
before connecting to an agent. ASA is usually
an objective set by your call center's
management.
The actual ASA for a split/skill includes the
time spent in queue and the time ringing an
agent. ASA for a VDN includes the time spent
in vector processing, in queue, and the time
ringing an agent.
Interval ASA is used for BCMS and CentreVu
CMS reporting where the ASA is calculated on
reporting interval boundaries and the ASA is
cleared to zero at the start of each reporting
interval.
See also Rolling ASA .
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