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work mode
work state
write operation
WSA
WSS
ZCS
One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent can be
in. Upon logging in, an agent enters AUX-Work mode. To become available to
receive ACD calls, the agent enters Auto-In or Manual-In mode. To do work
associated with a completed ACD call, an agent enters ACW mode.
An ACD agent may be a member of up to three different splits. Each ACD agent
continuously exhibits a work state for every split of which it is a member. Valid work
states are Avail, Unstaffed, AUX-Work, ACW, ACD (answering an ACD call), ExtIn,
ExtOut, and OtherSpl. An agent's work state for a particular split may change for a
variety of reasons (example: when a call is answered or abandoned, or the agent
changes work modes). The BCMS feature monitors work states and uses this
information to provide BCMS reports.
The process of putting information onto a storage medium, such as a hard disk.
Waiting session accept
Wireless Subscriber System
Zero Code Suppression
Issue 1.0 May 2003
ZCS
433
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