Maintenance Manual

Glossary
Desktop Configuration Administration
167
Glossary
ACD
Automatic Call Distributor. A specialized phone system used for handling many
incoming calls. The ACD recognizes and answers incoming calls and looks in its
database for call routing instructions. It sends the call to a recording, to a voice
response unit (VRU), or to an available agent according to the instructions for that
call. An ACD normally produces information that tracks both calls and agent
performance.
ACD User
A user set up as an agent and/or supervisor and assigned to a team in Unified CCX.
Manager, evaluator, and archive user roles can be assigned to ACD users in Quality
Management.
Active Call
The currently connected call. An Active Call occurs when the Quality Management
user is on a call with one or more parties. A call on hold is still an Active Call. The
Active Call starts when the Quality Management user receives the call (phone is
ringing) or makes a new call. The Active Call ends when the Quality Management
user hangs up the phone.
administrator
A user role that access Quality Management Administrator and configure the
system and users for Quality Management. The administrator can also access can
access Call Recording and Quality Management in Calabrio ONE Workforce
Management and configure the dashboard view by role.
agent
1. The person who handles calls and email in a contact center. Also called a
customer service representative or telephone sales representative.
2. A user role in Quality Management with restricted access to Workforce
Optimization. Agents have the following Quality Management privileges:
• View their own quality scores and the aggregate quality scores for their team
and group on a dashboard.
• Export recordings within their scope, if enabled.
• Review evaluation results on their own scored contacts.
• Enter comments on their own evaluations.
• View the agent’s historical reports.
• Access archive records of the their contacts, if enabled.