Lucent Technologies CentreVu Explorer II, User Manual

Page: 242 / 274

CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-10
Database A group of files that store ACD data according
to a specific time frame: current and previous
intrahour real-time data and intrahour, daily,
weekly, and monthly historical data.
Database Item A name for a specific type of data stored in one
of the CMS databases. A database item may
store ACD identifiers (split numbers or names,
login IDs, VDNs, and others) or statistical data
on ACD performance (number of ACD calls,
wait time for calls in queue, current states of
individual agents, and others).
Database Tables
CentreVu CMS uses these tables to collect,
store, and retrieve ACD data. Standard CMS
items (database items) are names of columns
in the CMS database tables.
Date Format The standard format for entering dates on
CentreVu Explorer II reports and queries.
Acceptable format is:
Month/day/year (for example, 3/21/93)
DDC See
Direct Department Calling.
Default Skill (Generic
2.2 with EAS) Every skill that ends with a “0” is called a
default skill, since every staffed agent in the
skill group is logged into this skill by default.
The default skill is the first skill for each skill
group.
Delete A
CentreVu Explorer II action that removes the
entry on the window from the Administration
database.