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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-17
    HOLD
    A trunk state. The agent has put the call on this trunk on hold.
    IDLE
    A trunk state. The trunk is not is use and waiting for a call.
    II
    See Information Indicator.
    Information Indicator (II)
    A two-digit code that identifies the type of originating line (for 
    example: hotel or pay phone) for incoming ISDN PRI calls.
    INFORMIX
    A relational database management system used to organize CMS 
    data.
    INFORMIX SQL
    The interactive interface typically used to view the INFORMIX 
    database. For CMS purposes, CMS QL is used instead of 
    INFORMIX SQL.
    Integrated Services Digital Network (ISDN)
    A digital standard for telephony that enables, among other things, 
    telephone, television, and computer signals on the same lines. 
    This system may someday replace our existing telephone lines.
    Interval-Based Items
    A category of database items. These items represent the amount 
    of time during a collection interval spent doing a particular activity. 
    Interval-based items are updated throughout the collection interval 
    and timing is restarted at the end of the interval. Interval-based 
    items should only be used to show amount of time in an interval for 
    an activity or to calculate percentages of time spent in an interval. 
    Interval-based items should not be used to calculate averages 
    (such as average hold time).
    Intrahour Interval
    A 15, 30, or 60 minute segment of time starting on the hour. An 
    intrahour interval is the basic unit of CMS report time. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-18
    Location
    A location, or site, refers to a physical location. This can be a 
    building, a section of a building, or it can be what was once a 
    separate ACD before the ATM WAN capability was used to merge 
    separate ACDs with other ACDs into one large call center. A 
    location will typically be assigned one (or more) location IDs. A 
    location, despite being part of a larger call center, may continue to 
    have sole responsibility for handling certain 800 numbers. A 
    location may also share responsibility for handling an 800 number 
    by having some of its agents be part of a larger split/skill that 
    includes agents from other locations.
    Location ID for Agents
    An agent location ID is the ID of the agent terminal the agent is 
    logged into. It is associated with the 
    DEFINITY port network ID to 
    which the agent terminal is attached. An agent cannot be assigned 
    a location ID for reporting purposes until he or she logs into the 
    ACD. Available on the 
    DEFINITY ECS R7.1 with ATM and later.
    Location ID for Trunks
    The 
    DEFINITY network location ID (1-44) associated with a trunk. 
    A Location ID is not directly assigned to an trunk, instead, it is 
    assigned to a port network (via the chcabinetx form). Therefore, 
    each trunk whose equipment location belongs to that port network 
    will be associated with that port networks location ID.
    Logical Agent
    An EAS feature that associates the agents login ID with the 
    physical extension when the agent logs in. Properties such as the 
    assigned skills, class of restriction, and coverage path are 
    associated with the login ID rather than the physical extension. 
    This allows agents to log in at any available set.
    Agents are assigned a single set of work mode buttons, rather than 
    one set per skill. This simplifies the agents interface to the work 
    mode buttons. When the MI or AI button is lit, the agent is 
    available to take a call in any assigned skills. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-19
    The Logical Agent capability allows calling agents to connect by 
    dialing into their login IDs. Calls to login IDs may be treated as 
    direct agent ACD calls, given the proper class of restriction, or may 
    be treated as extension (personal) calls. Treating the calls as 
    direct agent calls can be used to help distinguish business-related 
    from personal calls.
    LOGOFF
    An agent trace work mode. An agent is logged out and not 
    available to take ACD calls.
    LOGON
    An agent trace work mode. An agent is logged in and available to 
    take ACD calls.
    Maintenance Busy (MBUSY)
    A trunk state. The trunk is maintenance busy, out of service for 
    maintenance purposes.
    Manual In (MI)
    An ACD work mode. MI makes the agent available to receive an 
    ACD call and automatically places the agent into the ACW state 
    upon release from the call.
    MBUSY
    See Maintenance Busy.
    MCH
    See Multiple Call Handling.
    Measured
    A term that means an ACD element (agent, split/skill, trunk, trunk 
    group, vector, VDN) has been identified to CMS for collection of 
    data. If the ACD element is not measured, no data is collected.
    MI
    See Manual In.
    MIA
    See Most Idle Agent. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-20
    Modify
    A CMS action that changes the database entry to reflect the new 
    values entered in the current primary window.
    Monthly Data
    Daily data that has been converted to a Monthly summary.
    Most Idle Agent (MIA)
    An ACD distribution method that maintains a queue of idle agents. 
    An agent is put at the end of the list for a particular split when the 
    agent completes an ACD call for that split. The agent continues to 
    advance in the list as long as the agent remains staffed and in 
    ACW, available, or on AUXIN/OUT extension calls from the 
    available state. In G3V2, if the agent is in ACW or is on an AUXIN/
    OUT extension call from the available state, then the agent is 
    marked as unavailable to take an ACD call but remains in the list, 
    moving up. An agent in the AUX mode (either by pressing the AUX 
    button or by logging in) is not in the list of eligible agents.
    Agents in multiple splits/skills are in multiple eligible agent lists, 
    one list for each split/skill. An agent who is in ACW, on an AUXIN/
    OUT extension call from the AVAIL state, of on an ACD call for 
    another split/skill continues to move up the list of eligible agents for 
    other split/skills.
    With EAS, if there are no calls waiting in queue for an agents 
    primary skill(s), the agent is put into the MIA queue for primary and 
    secondary skills, and then receives the next call for any of the skills 
    logged into.
    Multi-Agent Skill Change Window
    This window allows the user to perform the following 
    administration actions: add one or more agents to a skill; move one 
    or more agents from one skill to another; and remove one or more 
    agents from a skill.
    Multiple Call Handling (MCH)
    Allows an agent to receive an ACD call while other calls are active 
    on the agents station. The agent must put the current call on hold 
    and press AI/MI in order to receive another ACD call. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-21
    Multiple Split Queuing
    With Call Vectoring, a call can be directed to up to four splits at the 
    same time, with the first agent who is free getting the call.
    Multiuser Mode
    Any administered CMS user can log into CMS. Data continues to 
    be collected if data collection is on.
    Name (Synonym) Fields
    Fields in which you may enter a name (synonym) that has been 
    entered in the Dictionary subsystem (for example, names of 
    agents, splits/skills, agent groups, trunk groups, vectors, VDNs).
    Nonprimary Split/Skill
    When a call is queued to multiple splits/skills, the second and third 
    splits/skills to which the call queues in a VDN are called 
    nonprimary splits/skills. They are also referred to as secondary 
    and tertiary splits/skills, respectively.
    Only Me Report
    A custom report that only the creator and the 
    CentreVuÒ CMS 
    administrator(s) can access.
    OTHER
    An agent state. The agent is working on a direct agent call, working 
    on a call for another split or skill, or has put a call on hold and has 
    not chosen another work mode.
    Percent (%) Within Service Level
    The percentage of calls that you are expecting or targeting to be 
    answered by an agent within a specific number of seconds.
    Phantom Abandon Call Timer
    A CMS capability that tracks information about abandoned calls. 
    When the capability is enabled, calls with a duration shorter than 
    the administered value (zero to ten seconds) are counted as 
    phantom abandon calls. Setting the timer to zero disables it. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-22
    Previous Interval
    Represents one intrahour interval and is part of the real-time 
    database. At the end of each intrahour interval, the contents of the 
    current intrahour interval are copied to the previous intrahour 
    interval portion of the real-time database.
    Primary Skill
    Skills assigned to an agent. Primary skills are the areas in which 
    the agent has the most expertise.
    See also Agent Skill.
    Queue
    A holding area for calls waiting to be answered in the order in 
    which they were received. Calls in a queue may have different 
    priority levels, in which case, calls with a higher priority are 
    answered first.
    QUEUED
    A trunk state. An ACD call has seized the trunk and is queued to a 
    split/skill waiting for an agent to answer.
    Read Permission
    The CMS user can access and view data (for example, run reports 
    or view the Dictionary subsystem). Read permission is granted 
    from the User Permissions subsystem.
    Real-Time Database
    Consists of the current and previous intrahour data on each CMS-
    measured agent, split, trunk, trunk group, vector, and Vector 
    Directory Number (VDN).
    Real-Time Reports
    Display current ACD call activity on agents, splits/skills, trunks, 
    trunk groups, vectors, and VDNs for the current or previous 
    intrahour interval. Current intrahour interval real-time reports are 
    constantly updated as data changes during the interval. Previous 
    intrahour interval real-time reports show data totals for activity that 
    occurred in the previous intrahour interval. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-23
    Redirect On No Answer
    An ACD capability that assists the user if a call is not answered in 
    a specified number of rings (preset by the call center Manager). 
    The terminal extension, including ports with VRUs, is busied out 
    and the call goes back into the queue at top priority.
    Refresh Rate
    The number of seconds CMS should wait for each update of the 
    real-time report data. A users fastest allowable refresh rate is 
    defined in the User Permissions - User Data window as a minimum 
    refresh rate. The default refresh rate when a user brings up the 
    report input window is the administered minimum refresh rate plus 
    15 seconds.
    R3V6 can refer to a software version of 
    CentreVuÒ CMS.
    RINGING
    An agent state. The time a call rings at an agents voice terminal 
    after leaving the queue and before the agent answers the call. 
    Available only with Generic 3.
    A trunk state. A call is ringing at the agents voice terminal.
    Rolling ASA
    See Average Speed of Answer (ASA).
    Scripting
    The Scripting feature lets you create a script to run a specified 
    report or run a report and export the data on schedule. The scripts 
    require a customer- provided scheduler to be run at a later time.
    Secondary Skill
    Skills assigned to an agent. Secondary skills are the areas in 
    which the agent does not have extensive expertise. (Used in G3V2 
    through G3V4 with EAS.)
    See also Agent Skill, Skill Level.
    SEIZED
    A trunk state. A call is using the trunk either incoming or outgoing. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-24
    Service Level
    A time specified in seconds within which all calls should be 
    answered. Normally set as an objective by management. Usually 
    referred to as Acceptable Service Level (ASA).
    Service Observing- VDNs
    A feature available with G3V4 or later switches that gives a voice 
    terminal user the ability to monitor the treatment a call receives as 
    it is processed by a VDN.
    Single-User Mode
    Only one person can log into CMS. Data continues to be collected 
    if data collection is on. This mode is required to change some 
    CMS administration.
    Skill
    An attribute that is assigned to an ACD Agent. Agent Skills can be 
    thought of as the ability for an Agent with a particular set of skills 
    to handle a call which requires one of those skills. In relationship 
    to your call center, think of skill as a specific customer need/
    requirement or perhaps a business need of your call center. You 
    will be defining your skills based on the needs of your customers 
    and your call center.
    Skill Level
    A priority level from 1 (highest) to 16 (lowest) indicating an agents 
    level of expertise or ability to handle calls to the given skill. (ECS 
    Version 5 and later.)
    Split
    A group of extensions that receives special-purpose calls in an 
    efficient, cost- effective manner. Normally, calls to a split arrive 
    primarily over one or a few trunk groups.
    Staffed Agent
    An Agent who is currently logged in to the switch.
    Standard Reports
    The set of reports that are delivered with the CMS or 
    CentreVuÒ 
    Supervisor software. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-25
    Station
    An unmeasured extension. An extension that is not currently 
    staffed by an agent or that is a member of an unmeasured split/skill 
    or hunt group.
    Subsystem
    Each CMS Controller selection (for example, Reports, Dictionary, 
    System Setup, Exceptions, etc.) along with Timetable and 
    Shortcut is referred to as a subsystem of the Call Management 
    System throughout this document.
    Switch
    A private switching system providing voice-only or voice and data 
    communications services (including access to public and private 
    networks) for a group of terminals within a customers premises.
    System AUX
    The 
    DEFINITYÒ switches use the reason code 0 as the default 
    code for situations in which the switch places the agent in the AUX 
    mode automatically (for example, on login, when agents make or 
    receive extension calls from AI/MI mode, when the agent is taken 
    out of service due to failure to answer a ringing call) or logs the 
    agent out (for example, during a Move Agent while Staffed 
    operation). ASAI applications that change the agents work mode 
    to AUX or log the agent out without specifying a reason code will 
    result in change to AUX or logout with the default reason code.
    Tertiary Split/Skill
    Generic 3 and ECS with vectoring only. When a call is queued to 
    multiple splits/skills, the third split/skill the call queued to in a VDN 
    is called the tertiary split/skill.
    Thresholds
    Supervisor thresholds are defined as Caution or Warning. 
    Threshold highlight settings apply only to some real-time data 
    items in real-time and integrated reports. For information on setting 
    threshold highlights, see the 
    CentreVuÒ Call Management System 
    Release 3 Version 8 Administration  585-210-910
     document. 
    						
    							  Glossary CentreVu®  Supervisor Version 8 Reports
    GL-26
    Time Format
    The standard format for entering times on CMS reports.
    Acceptable formats are:
    •AM/PM format (for example, 7:30AM-5:00PM).
    •Military time format (for example, 7:30-17:00).
    Timetable
    An activity task or group of activities tasks (like reports) scheduled 
    for completion at a time that is convenient and nondisruptive for 
    your call centers operation.
    Trunk
    A telephone circuit that carries calls between two switches, 
    between a Central Office (CO) and a switch, or between a CO and 
    a phone.
    Trunk Group
    A group of trunks that are assigned the same dialing digits - either 
    a phone number or a Direct Inward Dialed (DID) prefix.
    Uniform Call Distribution (UCD)
    The most idle agent for the skill will receive the call (if the agent is 
    available).
    Universal Call Identifier (UCID)
    A number that uniquely identifies a call in a network of nodes that 
    support UCID. This number will be a part of the records in the Call 
    History feature of CMS.
    UNKNOWN
    An agent state. CMS does not recognize the current state.
    A trunk state. CMS does not recognize the state of the trunk.
    UNSTAF (non-EAS)
    Unstaffed, an agent state. The agent is not logged in and, 
    therefore is not being tracked by CMS.
    User ID
    The login ID for a CMS user. 
    						
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