Table of Contents
Advertisement
S
Score - This may or may not be found in the reports created within Call Analyst
depending on applications created by the customer, not Call Analyst or AltiGen.
Score is a number that represents how well a supervisor believes an agent has
handled a particular call that the supervisor has silently monitored. Using the
UserDefined fields provided in MAXCS's ActiveX AltiLink protocol and in its
CDR data schema, a customer can associate a score with a call.
Note:
This is a custom implementation.
Service Level% - The percentage of calls meeting the expectation for service set
by the owner of the call center system.
When reported in the AltiClient screens, Service Level% is a real time snap shot of
any given exact moment in the workgroup queue of calls meeting or exceeding
performance.
When reported in other custom reporting packages based on historical CDR data,
the service level will represent the average over a given time interval defined by the
program.
Service level is the number of calls waiting less than a threshold time interval
divided by the total number of calls in queue over the same interval. The threshold,
which is the maximum amount of time the company would like a caller to have to
wait for an agent, is configurable in MaxAdmin.
Note:
See also data schema descriptions.
Session ID Number - A unique number, usually 9-digits or larger, assigned by
MAXCS to a call. This number uniquely identifies a call. If an incoming call is
transferred by an agent to an outside trunk, then an additional new CDR record is
created; however, this additional record retains the same SessionID. This permits
reporting programs to combine CDR records for the same call.
SignOff - The timestamp when a workgroup agent signed off from the workgroup.
SignOn - The timestamp when a workgroup agent signed on to the workgroup.
SignOn Duration - The difference between Sign-on and Sign-off pairs; times in
closest proximity. An agent can sign on and off more than once each day, so there
may be multiple such pairings in the CDR database.
Spillover - Overflow from one route table to the next.
T
T1 - T1 is a digital facility from the phone system (customer premise) to the central
office, or from one CPE site to another between systems (T1 tie trunks). Voice is
encoded as zeros and ones on a channel (i.e., conceptual trunk) using industry
standard encoding.
88 CDR Manual
Advertisement
Table of Contents
