Instruction manual

CentreVu CMS Open Database Connectivity
GL-4
Agent Trace
You must start an agent trace before you can obtain an Agent Trace
report. You can select the dates that the report will cover. This report lists
each agent activity and the time it occurred.The Agent Trace report can
be helpful when evaluating how well individual agents are using their
time.
AI See
Auto-In .
Algorithm A prescribed set of well-defined rules or instructions for the solution of a
problem; for example, the performance of a calculation, in a finite number
of steps. Expressing an algorithm in a formal notation is one of the main
parts of a software program.
ANI See
Automatic Number Identification .
Announcement A recorded voice message that normally tells the caller what destination
the call has reached. The announcement also often tries to persuade the
caller to stay on the line. With Call Vectoring, announcements can be part
of a vector’s call processing. An announcement is assigned to a vector by
entering an announcement number.
Answered Call The agent’s state changes to ACD or Direct ACD (DACD). The term
answered is used only for split/skill and direct agent ACD calls. (See
Connected for non-ACD calls.) For manual answer agents, the call is
answered when the agent selects the ringing line appearance. For
automatic answer agents, the call is answered directly after the zip tone
is applied.
API See
Application Programming Interface .
Application
Programming Interface
(API)
A set of related functions that a computer programmer uses to obtain
some kind of service from another piece of software. Programmers of
Windows based applications use the Windows API to create windows,
draw text on the screen, access files, and perform all other services
provided by
Windows . Despite the use of the word application in this
term, applications might not be the only software using an API; lower-
level software components such as network drivers also have APIs, but
these components are not “applications” and are not used directly by
applications.
ASA See
Average Speed of Answer .
ASAI See
Adjunct/Switch Applications Interface .