Instruction manual

Glossary
Issue 3 July 2001
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R
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
S
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.