Instruction manual

CentreVu CMS Open Database Connectivity
GL-6
Average Speed of
Answer (ASA)
The average amount of time a caller waits before connecting to an agent.
ASA is usually an objective set by your call center’s management.
The actual ASA for a split/skill includes the time spent in queue and the
time ringing an agent. ASA for a VDN includes the time spent in vector
processing, in queue, and the time ringing an agent.
Interval ASA is used for Basic Call Management System (BCMS) and
CMS reporting where the ASA is calculated on reporting interval
boundaries and the ASA is cleared to zero at the start of each reporting
interval.
See also
Rolling ASA .
B Channel An Integrated Services Digital Network (ISDN) channel that carries voice
and circuit-switched data at a bandwidth of 64,000 bits per second. It will
carry packet data at 19,200 bits per second (dial-up) or 64,000 bits per
second (dedicated). “B” is an abbreviation of Bearer Channel.
Backup The process of protecting data by writing the contents of the disk to an
archive (or tape) that can be removed from the computer environment
and stored safely.
Basic Call Management
System (BCMS)
Call center management information available on the G3 switches and
the Enterprise Communications Server (ECS) that can provide statistics
on a limited number of agents, splits/skills, trunk groups and VDNs.
Basic Rate Interface An ISDN channel arrangement that provides multiple channels over the
existing two-wire local loop. This service has up to three channels: one D
and a maximum of two B channels.
Best Service Routing
(BSR)
A method of automatic call distribution between switches based on
expected wait time. BSR can be used as a single-site as well as a multi-
site feature.
BCMS See
Basic Call Management System .
BRI See
Basic Rate Interface .
BSR See
Best Service Routing .
Calculation The abbreviated name (calculation name) for the formula calculation that
generates the data for a field in a report.