User guide

Glossary
GL-5
Glossary
Other The work state an agent is in when doing work for
splits/skills other than the one for which the current
report is being run. The agent is also in the Other state
when the agent puts a call on hold from the AI or MI
work mode.
Primary Skill The first split/skill to which a call queues in a VDN is
called the primary split/skill.
Report A name used when referring to Real-Time Graphs,
Wallboard Displays, Real-Time Text reports and
Historical Reports.
Report class A set of historical data items contained in BCMS Vu
Historical Reports. For example, “agent data” comprises
a report class.
Secondary Skill The second split/skill to which a call queues in a VDN is
called the secondary split/skill.
Service Level See Acceptable Service Level.
Split/skill A group of extensions that are staffed by agents trained
to handle a certain type of call.
Tertiary Skill When a call is queued to multiple splits/skills, the third
split/skill the call queued to in a VDN is called the
tertiary split/skill.