Specifications

Glossary CentreVu CMS Administration
GL-9
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direct agent ACW (DACW)
An agent state in which the agent is in the after call work state for a direct agent
ACD call.
direct agent calling
An EAS capability that allows a caller to reach the same agent every time and
allows the call center to include the call as an ACD call in management tracking.
This is ideal for claims processing in which a client needs to speak with the agent
handling the claim. It also ensures a high level of customer service without
reducing management control.
direct department calling (DDC)
A non-EAS option to select an agent when more than one agent is available. The
call goes to the agent closest to the top of an ordered list.
direct inward dialing (DID)
The use of an incoming trunk used for dialing directly from the public network into
a communications system without help from the attendant.
E EAD
See expert agent distribution.
EAS
See Expert Agent Selection.
entity
A generic term for an agent, split/skill, trunk, trunk group, VDN, or vector.
EWT
See expected wait time.
exception
Activity in an ACD which falls outside the limits you have defined. An exceptional
condition is defined in the CentreVu CMS Exceptions subsystem, and usually
indicates abnormal or unacceptable performance of the ACD (by agents, splits/
skills, VDNs, vectors, trunks, or trunk groups).