Glossary
General Terms
82
Insight CTX Supervisor Guide 04/03
Agent
An agent is the telephone operative who handles calls at an extension. Each Agent
is identified by a PIN they use at the extension. The PIN should uniquely identify
the agent if Insight is to give meaningful statistics concerning the activity of agents.
Agent
Contention
A situation where there are not enough agents available to take calls within the
named agent group.
Agent Group
An agent group is a collection of agents monitored by the Insight MIS. Agents can
belong to multiple agent groups if necessary. For each agent configured in the
system you can make one of the groups that it belongs to its default group. In this
case the agent inherits its configuration from the chosen default group. This facility
allows you to configure the attributes of a set of agents by simply configuring the
attributes of the corresponding default agent group.
Agent Super
Group
An agent super group is a collection of agent groups monitored by the Insight MIS.
By making reference to a single agent super group, the Insight MIS collects a set of
agent groups together for real time display or historical reporting purposes.
Alarms
Window
This is a separate window from the Insight MIS application window that provides a
list of alarms in chronological order (most recent first) that are currently active in
the system. Each item in the alarms list presents the following information:
•
Type of device that is causing the alarm
•
Name of the device that is causing the alarm
•
Type of alarm.
Application
Window
A window that contains a running application. Both Insight MIS and Insight
Reporter have their own application window with menu, tool bar and workspace
area for movable and sizable data windows used within the application. The
application window shares its borders and title bar with display windows that are
fully enlarged.
Call Line
Identity (CLI)
The Call Line Identity (CLI) of an incoming call is the telephone number of the
caller. When the caller is using a direct exchange line the CLI will usually identify
the caller correctly. In cases where the caller is dialing out from a PBX, the CLI will
normally only identify the organization who made the call and not the individual
caller.
Table 15
Glossary of Terms (continued)
Term
Definition
Summary of Contents for Strata CTX Insight CTX
Page 4: ......
Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...
