Glossary
CentreVu® Advocate Release 8 User Guide
GL-10
Entity
A generic term that refers to one of the following: Agent, Agent Group,
Split/Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code.
Error Message
A response from a program indicating that a problem has arisen or
something unexpected has happened, requiring your attention.
EWT
See
Expected Wait Time.
Exception
A type of activity on the ACD which falls outside of the limits you have
defined. An exceptional condition is defined in the CMS Exceptions
subsystem, and usually indicates abnormal or unacceptable performance
on the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk
groups).
Exception Reports
Display occurrences of unusual call-handling events.
Expected Wait Time
(EWT)
An estimate of how much longer a caller will have to wait to be served by
a call center while in queue considering the current and past traffic,
handling time, and staffing conditions. Time spent in vector processing
before being queued and the time spent ringing an agent with manual
answering operation is not included in the EWT prediction. With the
G3V5 and R3V5 CMS, the EWT is a switch-based calculation.
Expert Agent
Distribution (EAD)
An agent selection method, available only in an Expert Agent Selection
(EAS) environment, in which idle agents are grouped by skill level (1
through 16, if the EAS-PHD customer option is set; primary or secondary
if the EAS-PHD customer option is not set). The least occupied (EAD-
LOA) or most idle (EAD-MIA) skill level 1 agent is selected or, if no skill
level 1 agent is available, the least occupied or most idle skill level 2
agent, and so on. Reserve agents are considered to have a level of 16.
