Specifications

Glossary CentreVu CMS Administration
GL-1
Glossary
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A abandoned call
A call on which a caller hangs up before an agent answers.
abandoned call search
An ACD capability that enables the system to verify that the caller is still on the
line before passing the call to an agent.
acceptable service level
1) A target value for the acceptable amount of time before an agent answers a call.
2) A percentage of calls answered within a set amount of time (for example, 80%
of calls answered within 20 seconds).
access permissions
Permissions assigned to a CentreVu
®
CMS user so that the user can access different
CentreVu CMS capabilities or administer specific elements such as splits/skills,
trunks, or vectors of the ACD feature. Access permissions can be read or write. See
also read permission, write permission.
ACD
See Automatic Call Distribution.
ACD call
A call that queues to a split/skill and is answered by an agent in that split/skill, or
a call that queues as a direct agent call and is answered by the agent for whom it
was queued.