Specifications

CHAPTER 14 NDA-24213
Page 268
Issue 3.0
Terms and Concepts
Real-time Screen
A display which reflects the activity of the call center on an
up-to-the-second basis (see also
MIS Status Screens
).
Remote MIS PC / ACD Computer
(Client or Server)
Terms used to distinguish the computer (Client or Server) using the
CallCenterWorX ACD program (and possibly the MIS program)
from one or more remote computers using only the MIS portion of
the program, possibly serving multiple supervisors in a call center.
RS-232
A standardized serial interface between Data Communications
Equipment (DCE) and Data Terminal Equipment (DTE), employed
as one of the communication interfaces for personal computers.
Security Key
A 25-pin plug-in device which attaches to the printer port of a
computer using CallCenterWorX, enabling the program to function
properly.
Select / click (item)
Procedure used to activate a selection. When you click or
double-click on an icon with a mouse or other pointing device,
CallCenterWorX opens the related dialog or performs an operation.
Service Modes
Conditions of operation for an agent position (such as Night mode,
Break mode, Work mode, Ready mode).
Split
A collection of agents who perform a common function. A tenant
usually consists of several splits performing different functions
within the call center. A split number is from one to two numeric
characters with a valid range from 1-30. CallCenterWorX supports a
total of 30 splits for all tenants.
Split Inflow & Overflow Thresholds
An ACD feature which allows calls to be handled quickly when a
split receives a large number of calls. If a call waits for a certain
time without being passed to an agent, it can be routed to another
split. When this routing occurs, the call also remains in the original
queue, so that it is effectively “in two places at once,” and can be
answered by the first available agent in either split.
Overflow handling is controlled by three parameters:
• Overflow threshold
• Overflow destination
• Inflow threshold
The Inflow Threshold prevents a split from being overloaded by
another split’s overflowing calls.
Split Level
An MIS report view which shows the activity of an individual split,
as opposed to System Level, which summarizes activity over all
splits.
Stop Bit
An interval at the end of each asynchronous character that allows the
receiving computer to pause before the start of the next character.
The Stop Bit is always a 1.
System Level
An MIS report view which summarizes activity over all splits, as
opposed to Split Level, which views activity of an individual split.
Term Definition