Glossary
CentreVu® Advocate Release 8 User Guide
GL-5
Auxiliary Work (AUX)
An agent state. For example, the agent is engaged in non-ACD work, is
on break, in a meeting, or at lunch. An agent can reach this state by
pressing the AUX WORK button or dialing the proper access code from
the voice terminal. The agent can also reach the state by going off-hook
to make or answer an extension call while in AVAIL or with a call on hold.
AVAIL
See
Available.
Available (AVAIL)
An agent state. The extension is able to accept an ACD call.
Available Agent
A logged in agent in Auto-In (AI) or Manual-In (MI) with no ringing, active,
or held call appearances. (See also Multiple Call Handling (MCH) for
alternative definitions of an available agent.)
Available Work State
An agent work state in which the agent is in either the AI or MI work mode
and is available to receive ACD calls. In general, agents in either the AI
or MI work mode are not available to receive calls if they are currently on
a call or have placed a call on hold.
Average Agent Service
Time
The average time you are expecting or targeting for each agent to spend
on an ACD call, including talk time and after-call-work time.
Average Speed of
Answer (ASA)
The average amount of time a caller waits in queue before connecting to
an agent. ASA is usually an objective set by your call center’s
management.
The ASA for a split/skill includes the time spent in queue and the time
ringing an agent. ASA for a VDN includes the time spent in vector
processing (including the time spent in queue and the time ringing) for
the VDN that the call was answered in.
Interval ASA has been used for BCMS and pre-R3V4 CMS reporting
where the ASA is calculated on reporting interval boundaries and the
ASA is cleared to zero at the start of each reporting interval. Rolling ASA
is used, beginning with R3V4 CMS, for vector routing. Rolling ASA is a
running weighted average calculation without regard to any interval
boundaries. Rolling ASA is calculated on the G3V4 switch and sent to
R3V4 CMS.
Backup Agents
Backup agents are those agents who are assigned skill level as their call
handling preference and they are not Top agents on the skill.
Calculation
A menu selection in the CMS Dictionary subsystem which gives the
abbreviated name (calculation name) for the calculation that generates
the data for a field in a report.
