Instruction manual

CentreVu CMS Open Database Connectivity
GL-2
Activate Agent Trace
From this window you can start CMS tracing of agent activities. These
activities include all agent state changes until the trace is turned off. You
can activate traces for a maximum of 100 agents for an
Intel computer, or
250 agents for a
Sun computer, at any one time. You must activate an
agent trace to obtain an Agent Trace report.
Active VDN Calls Also known as counted-calls to a VDN. A Call Vectoring capability
available with G3V4 or later switches. Counted-calls to a VDN is a
parameter of the “go to step” and “go to vector” commands that provides
conditional branching (to a different step in the same vector or to a
different vector) based on the number of incoming trunk calls a VDN is
currently processing in a vector or at an agent.
ACW See
After Call Work .
Add A CMS Action that adds the data entered in the given window to the
database.
Adjunct/Switch
Applications Interface
(ASAI)
An open application interface through which processors and switches
can jointly provide services that require applications to initiate, receive,
and control calls or make use of switch features. (See
Open Application
Interface
.)
After Call Work (ACW) An agent state generally representing work related to the preceding ACD
call. Going on-hook after an ACD call during MANUAL-IN operation
places the agent in ACW. With Generic 3, ACW is also accessible by a
button on the agent's set and may not be related to an ACD call.
Agent A person or Voice Response Unit (VRU) port that answers calls to an
ACD split/skill. The agent is known to CMS by a login identification keyed
into a voice terminal.
Agent Login ID A 1- to 4-digit number (Generic 2) or a 1- to 9-digit number (Generic 3)
entered by an ACD agent from a voice terminal to activate the agent’s
position. Agent logins are required for all CMS-measured ACD agents.
Agent Occupancy The percentage of time that you are expecting or targeting for each
split/skill agent to spend, while logged in, on ACD calls and in ACW.
Agent Position (EAS) The combination of the agent login ID and the skills the agent is
assigned. Data are collected for the agent by skill, so the total work for
the agent must be summed over all skills in which the agent worked.