Instruction manual

CentreVu

CMS Open Database Connectivity

GL-13

Error Message

A response from a program indicating that a problem has arisen or

something unexpected has happened, requiring your attention.

EWT See

Expected Wait Time

Exception A type of activity in the ACD which falls outside the limits you have

defined. An exceptional condition is defined in the CMS Exceptions

subsystem, and usually indicates abnormal or unacceptable performance

of the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk

groups).

Exception Reports Display occurrences of conditions that fall outside the limits you defined.

Expected Delay See

Expected Wait Time

(EWT)

An estimate of how long a caller will have to wait in queue to be served

by a call center considering the current and past traffic, handling time,

and staffing conditions. (Also referred to as

expected delay

.) The time

spent in vector processing before being queued and the time spent

ringing an agent with manual answering operation are not included in the

EWT prediction. EWT is a switch-based calculation that can be used in

vector processing decisions and can be viewed from CMS (release R3V4

and later). The EWT feature is available on the G3V4 switch, and the

DEFINITY®

Enterprise Communications Server (ECS) Release 5.

Expert Agent

Distribution (EAD)

An EAS process that selects an agent when more than one agent is

available. With EAS, a call will go to the most idle agent with the skill as

primary (skill level one). If none are available, the call goes to an agent

who is idle and has the skill as secondary. If none are available, the

selection process continues with progressively lower skill levels until an

idle agent is found.