Specifications

Glossary CentreVu CMS Administration
GL-18
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Service Observing–Remote
A feature that allows a user to dial into the switch and monitor a call.
Service Observing–VDNs
A feature available with G3V4 or later that gives a user the ability to monitor the
treatment a call receives as it is processed by a VDN.
single-user mode
A mode in which only 1 person can log into the CentreVu CMS server. Data
continues to be collected if data collection is on.
skill
See agent skill.
skill level
A rating of from 1 (highest) to 16 (lowest) that indicates an agent’s level of
expertise in handling calls for which that expertise is needed. (ECS Version 5 and
later.)
split
A group of extensions that receives special-purpose calls in an efficient, cost-
effective manner.
staffed agent
An agent who is currently logged into the switch.
standard reports
The set of reports that are supplied with CentreVu CMS or CentreVu Supervisor
software.
station
1) An unmeasured extension. 2) An extension that is not currently staffed by an
agent or that is a member of an unmeasured split/skill.
T time format
The standard format for entering times on CentreVu CMS reports: a.m. or p.m. and
military clock.
Timetable
An activity or group of activities scheduled for completion at a time that is
convenient and nondisruptive for your call center’s operation.