Glossary
CentreVu® Advocate Release 8 User Guide
GL-15
Modify
A CMS action that changes the database entry to reflect the new values
entered in the current primary window.
Monthly Data
Daily data that has been converted to a Monthly summary.
Most Idle Agent (MIA)
An ACD distribution method that maintains a queue of idle agents. An
agent is put at the end of the list for a particular split when the agent
completes an ACD call for that split. The agent continues to advance in
the list as long as the agent remains staffed and in ACW, available, or on
AUXIN/OUT extension calls from the available state. In G3V2, if the
agent is in ACW or is on an AUXIN/OUT extension call from the available
state, then the agent is marked as unavailable to take an ACD call but
remains in the list, moving up. An agent in the AUX mode (either by
pressing the AUX button or by logging in) is not in the list of eligible
agents.
Agents in multiple splits/skills are in multiple “eligible agent” lists, one list
for each split/skill. An agent who is in ACW, on an AUXIN/OUT extension
call from the AVAIL state, of on an ACD call for another split/skill
continues to move up the list of eligible agents for other split/skills.
With EAS, if there are no calls waiting in queue for an agent’s primary
skill(s), the agent is put into the MIA queue for primary and secondary
skills, and then receives the next call for any of the skills logged into.
Multiple Call Handling
(MCH)
A feature that allows a single agent to handle multiple ACD and/or non-
ACD calls simultaneously. All but one of the calls must be on hold and
only one call can be ringing. There are four types of Multiple Call
Handling, each of which provides an alternative definition of an available
agent as follows:
●
on-request: An agent is considered available if all calls are on hold,
an unrestricted call appearance is available, and the agent requests
an ACD call by pressing the AI or MI button.
●
many-forced: An agent is considered available if an unrestricted
call appearance is available and the agent is in the AI or MI work
mode.
●
one-forced: An agent is considered available if no ACD calls are
ringing, active, or on hold, an unrestricted call appearance is
available, and the agent is in the AI or MI work mode.
●
one-per-skill: An agent is considered available for a skill if an
unrestricted call appearance is available and the agent is in the AI or
MI work mode and is not currently handling a call for the skill.
Содержание CentreVu Advocate
Страница 1: ...CentreVu Advocate Release 8 User Guide 585 210 927 Comcode 108502162 Issue 1 December 1999...
Страница 118: ...Call Center Solution Handle Any Media CentreVu Advocate Release 8 User Guide Things to Note 4 26...
Страница 138: ...Call Center Solution Minimize Abandoned Calls CentreVu Advocate Release 8 User Guide Things to Note 5 20...
Страница 200: ...Call Center Solution Better Serve Selected Callers CentreVu Advocate Release 8 User Guide Things to Note 8 16...
Страница 220: ...Call Center Solution Control Agent Time in Skill CentreVu Advocate Release 8 User Guide Things to Note 9 20...
Страница 264: ...Administer CentreVu Advocate on DEFINITY ECS CentreVu Advocate Release 8 User Guide Feature Interactions 11 32...
Страница 302: ...CentreVu Advocate Database Items and Calculations CentreVu Advocate Release 8 User Guide Calculations 13 24...
Страница 326: ...Glossary CentreVu Advocate Release 8 User Guide GL 24...
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