Lucent Technologies CentreVu Explorer II Version 1.0 Installation Manual page 150

Glossary
Extension Call
External Call History
Interface (ECHI)
FBUSY
FDISC
CentreVu Explorer II Version 1.0 Installation for Windows NT
CentreVu CMS collects data on skills in the
same manner as it collects data on splits. Real-
time Agent reports generally indicate the skill in
which agents are currently working. Skill
reports show the performance of the skill
overall, displaying such items as the ASA, the
number of calls, and the percentage of calls
answered within the target service level for the
skill.
CentreVu CMS also reports VDN data by VDN
skill preference, so that customers can assess
the call center performance relative to calls
requiring particular skills. CentreVu CMS
reports how many calls were handled, how
long these calls waited for service, and the
average talk time for calls queued to a
particular skill preference in a particular VDN.
Extension calls are any calls originated by
agents and non-ACD calls received by agents.
For the Generic 2.2 and Generic 3 switches
and the ECS, these include calls an agent
makes to set up a conference or transfer.
An optional Centre Vu Call Center Management
System (CMS) feature which allows for the
transfer of R3V4 or later call record file to
another computer for processing.
See Forced Busy .
See Forced Disconnect .
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