Lucent Technologies CentreVu Explorer II, User Manual

Page: 251 / 274

CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-19
Messages Temporary windows used only for displaying
information like “field help” and syntactical field
errors. Message windows cannot be moved,
sized, or scrolled and do not count in the user
window count. Message windows are
automatically removed when you correct the
error or move to the next field.
MI See Manual In.
MIA See Most Idle Agent.
Most Idle Agent (MIA) This is an ACD distribution method that
maintains a queue of idle agents and
distributes a call to the split/skill to the agent
closest to the head of the queue who is not
marked as “busy.” (“Busy” is defined as being
in ACW, on an AUXIN/OUT call, or on an ACD
call for another split/skill.) Agents in multiple
splits/skills are in multiple “eligible agent” lists.
There is one list for each skill. If MIA across
splits/skills is enabled, agents are put at the
bottom of all agent lists after completing an
ACD call for any split/skill. If MIA across skills
is
not enabled, an agent who is on an
AUXIN/OUT extension call from the AVAIL wait
or on an ACD call for another split/skill
continues to move up the list of eligible agents
for other splits/skills. Agents in ACW may or
may not be in the eligible agent lists,
depending upon the setting of an option (ECS
R5 and later).