Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-3
Agent A person or Voice Response Unit (VRU) port
that answers calls to an ACD split/skill. The
agent is known to
CentreVu CMS by a login
identification keyed into a voice terminal.
Agent Login ID A 1- to 4-digit number (Generic 2) or a 1- to 9-
digit number (Generic 3) entered by an ACD
agent from a voice terminal to activate the
agent’s position. Agent logins are required for
all
CentreVu CMS-measured ACD agents.
Agent Position (EAS) The combination of agent login ID and the
skills the agent is assigned. Data are collected
for the agent by skill, so the total work for the
agent must be summed over all skills in which
the agent worked.
Agent Position
(Non-EAS) The combination of agent login ID and split the
agent logged into. Agents logged into multiple
splits have multiple positions associated with
them. Call data are collected separately for
each agent/split combination.
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 20 skills.
The meaning of each Agent Skill is defined by
the customer. Examples of what could be
considered skills are: the ability to speak a
particular language or the expertise to handle a
certain product.See
Primary Skill, Secondary
Skill, and Skill Level.