Lucent Technologies CentreVu Explorer II Version 1.0 Installation Manual page 161

Glossary
Skill Hunt Group
Skill Level
Skill, Primary
Skill, Secondary
SLK
Split
Split/Skill ACD Call
SQL Server
Staffed Agent
CentreVu Explorer II Version 1.0 Installation for Windows NT
When EAS is enabled, calls route to specific
skill hunt groups. These skill hunt groups are
usually based on the needs of your customers.
Agents are not assigned to a skill group (like
split hunt groups), but agents are assigned
specific skills that become active when they log
in.
A priority level from 1 (highest) to 16 (lowest)
indicating an agent's level of expertise or ability
to handle calls to the given skill. (ECS Version
5 and later.)
See Primary Skill .
See Secondary Skill .
See Screen-Labeled Key .
A group of extensions (referred to as agents)
that receives special-purpose calls in an
efficient, cost-effective manner. Calls
automatically go to a split and can queue if no
agents are available.
A split/skill ACD call is a call that routed to a
split/skill and was answered by an agent in that
split/skill.
Database engine that CentreVu Explorer II
uses on a Windows NT platform.
An agent who is currently logged in to the
switch.
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