Glossary - Avaya Call Management System Custom Reports

Glossary

ACD Group
An administratively-defined set of ACDs that serves as the scope of multi-ACD administration and reporting.
ACD Group Only
When you select this report option, you are defining a report which will contain summarized information regarding
ACDs that are members of an ACD Group. Queries for ACDs defined for this report will contain aggregate data of
all the member ACDs within the ACD Group. For example, if an Agent Report for Agent 5001 for an ACD Group
named "Sales" is requried and "Sales" is an ACD Group which contains ACD members ACD 1 and ACD2, the
report will contain an aggregate of Agent 5001's Split/Skill information from both ACD 1and ACD 2.
Upon running the report, you must set your current ACD as a Group ACD or you will not see your report in either
the Custom Reports>Historical or Real-time submenus.
Access permissions
Permissions assigned to a CMS user so that user can access different subsystems in CMS or administer specific
elements (splits/skills, trunks, vectors, e-mail) 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.
Administrator, CMS
A CMS user who has permissions for most or all parts of CMS. In Custom Reports, a CMS Administrator can
access the designs of all custom reports, even those of which the administrator is not the owner.
Aggregate function
A prefix (avg, max, min, or sum) attached to a database item, calculation, parts of a calculation, or a calculation
name. An aggregate function normally displays a single value that is determined from a group of selected values.
Ascending
Listed with the lowest values first and the highest values last. With time and dates, the oldest values are listed first.
Associated ACD
The ACD associated (or assigned to) an input field, as defined in the Define Input window. When an input field is
associated with an ACD, the values the user enters into the field will apply to that ACD only. For example, if an
input field requiring a split number also has associated ACD #1, the selected split number will be a split in ACD #1.
Bar
A representation of data in the form of a bar that gets longer or shorter as values go up or down. A horizontal bar
grows and shrinks horizontally. A vertical bar grows and shrinks vertically.
Block
A rectangular area on Screen Painter that you define and use to quickly rearrange report fields, bars, and text.
Issue 3.0 May 2002 163