Glossary
CentreVu® Advocate Release 8 User Guide
GL-7
Caller Needs
The reason(s) a customer calls your call center (used with the Expert
Agent Selection feature).
Calls Carried
Trunk data. The number of inbound/outbound calls carried.
CentreVu Advocate
A collection of ECS features that provide new flexibility in the way a call is
selected for an agent in a call surplus situation and in the way that an
agent is selected for a call.
CentreVu Supervisor
The Call Management System application for the
Microsoft Windows
operating environment.
Change Agent Skills
An agent’s skills may be changed from CMS by using the Change Agent
Skills Window. The Change Agent Skills Window allows the user to
change the skill assignments for one agent. Through this window a user
can quickly see what skills are currently assigned to an agent and the
user can easily change the agent’s skill assignment.
Users can close a window using the Close command on the Control
menu. Closing an application’s main window is the same as quitting it.
CMS
See
Call Management System.
CONN
See
Connected.
Connected (CONN)
A trunk state. A caller and an agent are connected on an ACD call.
Connected Call
A non-ACD call is considered to be connected to an extension (not a
VDN or direct agent) when the call rings at the station and the caller does
not abandon.
Current
A CMS action that displays data from the current interval.
Current Interval
Represents the current intrahour interval, which can be 15, 30, or 60
minutes. The current interval is part of the real-time database.
Current Wait Time (CWT)
The time the call has already waited for service in a call queue adjusted
for call priority.
CWC
See
Call Work Code
DABN
See
Direct Abandon.
DACD
See
Direct Agent ACD.
