Glossary
CentreVu® Advocate Release 8 User Guide
GL-3
Agent Role
Agent role is used in the agent table to describe how an agent
participates in the skill through
CentreVu
®
Advocate. This role is based
on Skill Level and Call Handling Preference. Agents with a reserve skill
level have a role of Reserve, non-Expert Agent Selection (EAS) agents
and agents with Greatest Need call handling preference have a role of
Roving, top agents have a role of Top, skill-level agents who are not
either top or reserve have a role of Backup, and agents who are percent
allocated to skill(s) have a role of Allocated.
Agent Selection
Selection of an agent when a call arrives for a skill and that skill is in an
agent surplus condition.
Agent Skill
An attribute that is associated with 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 that requires one of a set of skills. An agent can be assigned
up to four skills. The meaning of each Agent Skill is defined by the
customer. Examples are the ability to speak a particular language or the
expertise to handle a certain product.
See also
Primary Skill and Secondary Skill.
Agent State
A feature of agent call handling. Agent states are the different call work
modes an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD,
DACW, OTHER, UNKNOWN, RING). Data about these states is
displayed in real-time and historical reports.
See the definition of each state for additional information.
Agent Surplus Condition
One or more agents available for a specific skill.
Agent Terminal
The voice terminal used by a call-center agent.
Agent Trace
You must start an agent trace before you can obtain an Agent Trace
report. You can activate traces for a maximum of 25 agents at any one
time. You can select the dates in which the trace will receive information.
This report lists each agent activity and the time it occurred.The Agent
Trace report can be helpful when evaluating how well individual agents
are using their time.
Agent Work Time
The total time with one or more ACD calls ringing, active, or on hold for
any of an agent’s assigned skills, and, optionally, the total call-related and
non-call-related ACW time divided by the total time staffed in this skill
expressed as a percentage.
AI
See
Auto-In.
