Lucent Technologies CentreVu Advocate, Руководство пользователя

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Glossary CentreVu® Advocate Release 8 User Guide
GL-8
DACW See Direct Agent ACW.
Daily Data Interval data that has been converted to a 1-day summary.
Data Collection Off CMS is not collecting ACD data. If you turn off data collection, CMS will
not void data on current call activity.
Data Collection On CMS is collecting ACD data.
Data Points Points of historical data. A data point should include data for each interval
of the working day.
Database A group of tables 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, etc.) or statistical data on ACD performance (number of ACD
calls, wait time for calls in queue, current states of individual agents,
etc.).
Database Tables 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 CMS reports. Acceptable
formats are:
●
Month/day/year (for example, 3/21/93).
●
A “-” offset based on today's date (for example, -1 for yesterday).
You can also enter a range of numbers (for example, 0 through -7).
●
Separating individual data entry items using a semicolon (for
example, 3/21/93;3/23/93;3/25/93).
●
Entering ranges by placing a hyphen between entries (for example,
3/21/93-3/25/93).
When you specify a date for a weekly report, that date or range of dates
must correspond to the week start day selected in the System Setup—
Storage Intervals window. If the date and day do not match, the message
“No records found” displays in the status line.
The month start date must be the first day of the month.