Maintenance Manual

Glossary
Desktop Configuration Administration
170
Desktop Recording service
A Desktop Recording service, located on the agent’s PC, that is responsible for
recording contacts and collecting metadata associated with recorded calls. The
Desktop Recording service uploads these recordings to the Voice and Screen
servers and the metadata to the v database.
different day trade
One agent is scheduled to work, the other agent has the day off on the first date;
the reverse is true for the second date.
email
Electronic Mail. The transmission, electronically, of letters, memos, and messages
from one computer to another.
error code
A brief description of a system event.
evaluator
A user role in Quality Management that can access the Recordings application in
the Workforce Optimization. Evaluators have the following privileges:
• Select, review, and evaluate quality recordings for all groups.
• Review recordings and add comments to evaluations for agents and
knowledge works in all groups.
• Approve evaluations, if required.
• Export recordings within their scope, if enabled.
• Update previously scored evaluations.
Extension Mobility
A Cisco Unified Communications Manager feature that requires a user to log in to
a phone so that the user’s extension appears on the phone.
FTS
File Transfer Servlet.
hard IP phone
A physical IP phone connected to the network.
hot desking (or hoteling)
One desk shared between several people who use the desk at different times. This
work surface can be an actual desk or just a terminal link. Companies where not
all the employees are in the office at the same time, or not in the office for very long
at all regularly use hot desking.