Lucent Technologies CentreVu Advocate, Руководство пользователя

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Glossary CentreVu® Advocate Release 8 User Guide
GL-19
Service Level A time specified in seconds within which all calls should be answered.
Normally set as an objective by management. Usually referred to as
Acceptable Service Level.
Service Level Supervisor Service Level Supervisor is an override feature used to select skills for
agents. Service Level Supervisor has Expected Wait Time (EWT)
thresholds set for skills and can override normal agent call handling
preferences to handle calls from a skill whose threshold has been
exceeded (automatically changing call answering priorities for standard
agents). Optionally, standard agents can keep their normal agent call
handling preferences. Additional reserve agents can also be activated
automatically when the skill is in the over threshold condition.
Service Objective Service Objective works in conjunction with the Greatest Need and Skill
Level call handling preferences to assign calls to agents as the agents
become available. This feature is designed to give different levels of
service to different skills. Service Objective allows you to administer an
acceptable service level per skill.
DEFINITY ECS R6 will determine
which skill has a call with the highest percentage of time accrued toward
the administered service objective time.
Service Observing—
Remote Single-User
Mode Only one person can log into CMS. Data collection continues if data
collection is “on.” This mode is required to change some CMS
administration.
Service Observing—
VDNs A feature available with G3V4 or later switches that gives a voice terminal
user the ability to monitor the treatment a call receives as it is processed
by a VDN.
Single-User Mode Only one person can log into CMS. Data continues to be collected if data
collection is “on.” This mode is required to change some CMS
administration.
Site see Location
Skill An attribute that is assigned to 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 which requires one of those skills. In relationship to your call
center, think of skill as a specific customer need/requirement or perhaps
a business need of your call center. You will be defining your skills based
on the needs of your customers and your call center.
Staffed Agent An Agent who is currently logged in to the switch.