Specifications

CHAPTER 14 NDA-24213
Page 266
Issue 3.0
Terms and Concepts
Internet Protocol (IP)
A standard describing software that keeps track of the internetwork
addresses for different nodes, routes, and outgoing messages, and
recognizes incoming messages. It allows a data packet to traverse
multiple networks on the way to its final destination.
IP Address
A 32-bit address, used in IP routing, which includes a Network
address identifier assigned by a central authority, and a Host ID (an
end station identifier) assigned by the LAN administrator.
The network and the computer itself are both represented in a
sequence of numbers.
Longest Waiting Call
The longest time a call waited in queue before being answered or
releasing. This time is kept for current waiting calls, and calls
completed within this hour or within this day. Within any hour it is
possible for the longest waiting call to be reported as greater than one
hour, due to calls being reported in the hour they were handled.
Maintenance Administration
Terminal (MAT)
• A computer used for programming and maintenance of the
NEAX2000 IVS; the man-machine interface with the PBX.
• A term referring to the ACD programming which determines the
parameters and behavior of the ACD.
Major Categories
The first level of menu items (such as Agent Reports, Split Reports,
Trunk Group Reports) which are displayed when you select one of
the CallCenterWorX MIS main menus (such as Reports, Figure
8-45).
Management Information System
(MIS)
Receives data from the ACD pertaining to system performance,
compiles the data into meaningful statistics, and records and stores
the data for historical reference and reports.
MAT
See
Maintenance Administration Terminal
Minor Categories
The subdivisions (such as Summary or ACD Detail) of a major
category (such as Agent Reports, Figure 8-46).
MIS
See
Management Information System
MIS Status Screens
(also referred to as Real-time
screens)
Provide color-coded, up-to-the-second views of the agent and queue
activity at the system and split levels. Statistics on the call volume
and the effectiveness of the agents handling those calls are computed
in real-time and displayed for the current hour and day. These
screens:
• Display the number of calls currently waiting in various queues
of the ACD;
• Display the current function being performed by the agents
assigned to handle the waiting calls;
• Have color-coded fields designed to provide an immediate
perception of the current operation and to assist in spotting
trouble at the earliest possible moment; and
• Can be viewed in either graph or table format by use of the Graph
View or Text View icon buttons.
Term Definition