Maintenance Manual

Glossary
Desktop Configuration Administration
173
Network Recording service
This Quality Management service enables recording for agents who are configured
for Network Recording and Server Recording (SPAN).
offer
An agent gives their scheduled day to another agent. When an agent offers their
scheduled day, it means the offering agent will not work and the responding agent
will work on that day.
OID
Object Identifier. A unique string of digits representing a value defined in an MIB.
Payment Card Industry Data Security Standard (PCI DSS)
A set of requirements designed to ensure that all companies that process, store,
or transmit credit card information maintain a secure environment.
PCI DSS
Payment Card Industry Data Security Standard. The PCI DSS is a set of
requirements designed to ensure that consumer credit card information is
transmitted and stored securely.
PG
peripheral gateway. In Quality Management, a computer and process that
communicates directly with Quality Management. Quality Management recognizes
a peripheral gateway for the Unified CCX, and Quality Management products. The
PG reads status information from the peripheral and sends it to Quality
Management. In a private network configuration, the PG sends routing requests to
the Quality Management and receives routing information in return.
PN
peripheral number. In Quality Management, a number that identifies an individual
agent. Quality Management associates a PN with a specific PG.
private trade
A trade between agents where neither agents have shifts that overlap either the
previous or following days.
privilege
The permission to perform a transaction. For example, the ability to accept
schedule trades or delete skills.
QM license
Quality Management license. A Quality Management user license that supports
audio contact recordings only for archival and quality management purposes.
Quality Management administrator
A user that can log into Quality Management Administrator. The Quality
Management administrator is responsible for:
• Managing the site configuration