Specifications

NDA-24213 CHAPTER 14
Page 263
Issue 3.0
Terms and Concepts
CHAPTER 14 Terms and Concepts
Term Definition
Abandon Delay Interval
The amount of time elapsed before a caller abandons. The abandon
delay time is divided into 8 segments (or buckets) and these timing
intervals can be modified within CallCenterWorX MIS.
ACD
See
Automatic Call Distribution.
ACD Call
A call connected to the ACD through a pilot number or personal pilot
number; an MIS report term for a call to an agent position.
ACD Computer (Client or Server) /
Remote MIS PC
Terms used to distinguish the computer using the CallCenterWorX
ACD program (and possibly the MIS program) from one or more
remote computers using only the MIS portion of the program.
ACDp
An MIS report term for an ACD call to an agent’s personal queue.
Agent
A person who operates an agent position. In order to use the ACD, an
agent may be required to logon to an agent position by pressing the
LOGON key and entering a valid agent ID code on the keypad (see
Agent Logon ID Code
).
Agent Group
A collection of agents grouped for comparative analysis, independent
of the agents’ assigned splits, in the MIS only. Agent groups can be
created at any time by assigning agents to an agent group even though
these agents may work in a variety of splits. All agents are originally
in Group 1 and must be moved to other groups created via the MIS
programming.
Agent Logon ID Code
The unique identification code assigned to each agent; a code using
from one to nine numeric characters with a valid range from
1-999999999. Preceding zeroes (such as 00123) are not acceptable in
Agent Logon ID Codes. Each split determines whether a Logon ID is
required to logon to an agent position D
term
.
Agent Mode
The status of a logged-in agent in relation to her/his ability to receive
a call. An agent able to receive an ACD call is in Ready mode. Work
mode is a limited time following a call during which the agent’s
position will not receive calls, allowing the agent time for paperwork
and follow-up to the previously completed call. Break mode is
agent-initiated by pressing the Break key on the D
term
keyboard and
can include up to nine Break types (such as Lunch, Coffee, and
Personal).
Agent Personal Queue
A queue for calls directed specifically to an agent. Personal queued
calls are the highest priority and an agent will always be assigned a
call from her/his personal queue before taking a call from any other
queue.