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Calls in Queue - The number of calls waiting in a queue for an agent or answering
device.
Carrier - Voice telephone network provider such as AT&T, MCI, and Sprint.
Carrier # - The 10XXX dialed number which is used by a caller or the system to
inform the local switching system which Carrier has been selected to handle the
phone call. For example, AT&T is 10288.
CLID (Caller Line Identification) - European term for CallerID.
D
Disconnect - When a call disconnects from the phone system; if an extension
disconnects first, then...; if a incoming caller disconnects first, then...
DNIS (Direct Number Inward Service) - The phone number dialed by the caller.
Usually companies purchase a block of DNIS numbers from the local central office
so they may give customers direct access to key employees. DNIS numbers can be
800 numbers, which represent specific types of service offered to the public by a
company. DNIS numbers, in call centers, therefore, can conceptually be regarded
as applications.
Call Duration (Duration) - Average amount of time a call takes from phone
system answer to phone system disconnect.
E
Exit State - The state of the call in the phone system when the caller decided to
disconnect. The nominally correct exit state is when a caller disconnects during
conversation with a person or after leaving a voice message. Exit state numbers help
reporting tools describe the total calls that were abandoned early as well as normal
calls.
ExitQ - When the call exited a workgroup queue.
ExitVM - When the call exited voicemail.
Extension - The phone number of a phone on the phone system. MAXCS has
extension numbers representing phonesets (analog, IP), virtual extensions (logical
locations), and workgroups (queues for agents).
H
Handled Calls - The number of calls actually processed successfully to a normal
disconnect exit state. For example, answered by a person, or the person completed
a voice message or listening to a prompt.
Handled WG - The number of calls handled by a workgroup in the phone system.
84 CDR Manual
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