Glossary - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Glossary

Glossary
Abandoned Call
Access Permissions
ACD
ACD Call
ACW
After Call Work
(ACW)
Agent
Agent Occupancy
Agent State
A call in which a caller hangs up before receiving an answer from an agent.
The call could be queued to a split or in the vector/VDN before abandoning.
Permissions assigned to a CMS user so that user can access different
subsystems in CMS or administer specific elements (splits/skills, trunks,
vectors, etc.) of the ACD. Access permissions are specified as read or write
permission. Read permission means the CMS user can access and view
data (for example, run reports or view the Dictionary subsystem). Write
permission means the CMS user can add, modify, or delete data and execute
processes.
See Automatic Call Distribution .
A call that queued to a split/skill and was answered by an agent in that
split/skill, or a call that queued as a direct agent call and was answered by
the agent to whom it was queued.
See After Call Work .
An agent state generally representing work related to the preceding ACD
call. Going on-hook after an ACD call during MANUAL-IN operation places
the call in ACW. With Generic 1 and Generic 3, ACW is accessible by a key
on the agent's set and may not be related to an ACD call.
A person who answers calls to an extension in an ACD split/skill. The agent
is known to CMS by a login identification keyed into a voice terminal.
The average percentage of time that you are expecting or targeting for each
split/skill agent to spend, while logged in, on ACD calls and in after call work
(ACW).
A feature of agent call handling. Agent states are the different call work
modes an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD,
DACW, OTHER, UNKNOWN, RING). Data about these states is displayed in
real-time and historical reports.
See the definition of each state for additional information.
CentreVu
CMS R3V5 Forecast 585-215-825
GL-1