Glossary
CentreVu® Advocate Release 8 User Guide
GL-9
Default Skill (Generic 2.2
with EAS)
Every skill that ends with a “0” is called a default skill, since every agent
in the skill group is logged into this skill by default. The default skill is the
first skill for each skill group.
Delete
A CMS action that removes the entry on the window from the database.
Designer Reports
Customized reports that can be created using
CentreVu Supervisor’s
Report Designer feature, and which are run from
CentreVu Supervisor.
Dialed Number
Identification Service
(DNIS)
An ACD capability that enables calls to be routed based on the number
dialed by the caller (for example, a specific 800 number set up for a
promotion).
Dictionary
A CMS subsystem that can be used to assign names to various call
center elements such as login IDs, splits/skills, trunk groups, VDNs and
vectors. These names appear on reports, making them easier to
interpret.
Direct Abandon (DABN)
A trunk state. The caller abandoned the call, and the trunk quickly goes to
idle.
Direct Agent ACD
(DACD)
An agent state. The agent is on a direct agent ACD call.
Direct Agent ACW
(DACW)
An agent state. The agent is in the after call work state for a direct agent
ACD call.
Direct Agent Calling
An EAS capability that makes it possible for a caller to reach the same
agent every time and still include the call in the management tracking of
the call center. This is ideal for claims processing, where a client needs to
speak with the agent handling the claim. This flexibility ensures a high
level of customer service without reducing management control.
Direct Agent Calls First
In
CentreVu Advocate, the Direct Agent Calls First option is associated
with Percent Allocation. With this option selected, even though an agent
is percent allocated to a skill or skills, calls to the agent’s Direct Agent
Skill will take precedence over calls to the allocated percentages. In
addition, if an agent has Direct Agent Calls First Assigned, then those
calls will also take precedence over other calls, even in an over-threshold
situation.
EAD
See
Expert Agent Distribution.
EAS
See
Expert Agent Selection.
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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