Glossary
CentreVu® Advocate Release 8 User Guide
GL-18
Refresh Rate
The number of seconds CMS should wait for each update of the real-time
report data. A user’s 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.
Reserve Agent
A reserve agent in
CentreVu Advocate is an agent who is activated on
that agent’s assigned reserve skill(s) when that skill(s) is in an overload 1
or 2 state, based on administered thresholds. Reserve agents can be
reserve1 or reserve2. Reserve2 agents only serve a skill that is in
overload 2.
Reserve Level
A reserve level is a parameter of agent administration that specifies a
certain skill as being handled by this agent only when an administered,
CentreVu Advocate Service Level Supervisor threshold has been
exceeded. There are two reserve levels, corresponding to the two
administrable thresholds on a skill.
RINGING
An agent state. The time a call rings at an agent's voice terminal after
leaving the queue and before the agent answers the call.
Available only
with Generic 2, Load 3.1 or later with the ring state enabled and with
Generic 3.
A trunk state. A call is ringing at the agent's voice terminal.
Rolling ASA
See
Average Speed of Answer (ASA).
Roving Agents
Agents with Greatest Need call handling preference have a role of
Roving for that skill; that is, they receive calls based on the call’s wait
time in queue, rather than on an assigned skill level. Non-EAS agents are
also considered roving.
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.
For more information on the Scripting feature, see Chapter 3, “Scripting,”
in the
CentreVu
®
CMS R3V6 Administration (585-215-850) guide.
Secondary Skill
Skills assigned to an agent. Secondary skills are the areas in which the
agent does not have extensive expertise.
See also
Agent Skill.
SEIZED
A trunk state. A call is using the trunk either incoming or outgoing.
