Specifications

NDA-24213 CHAPTER 14
Page 269
Issue 3.0
Terms and Concepts
Note 1:
Some statistical terminology is defined in Chapter 12, “MIS Statistical Definitions and Methods.”
Note 2:
More detailed information on many of the above terms and concepts can be found in the “CallCenterWorX ACD
Features and Specifications” manual.
Tally Code
or
Count
A feature which allows agents to register the occurrences of several
specific events using the dial keypad (the
Tally
key). The events may
be responses to various advertising methods, sales campaigns, or
calls from particular locations. The MIS reports on Tally Code use by
Split(s) and by Pilot(s).
Tally-Oh codes
A key sequence which is entered by an agent or supervisor in the
ACD system and is not reported to the MIS. These codes invoke
various actions, such as statistical displays and mode changes. This
key sequence always begins with the digit zero, “0.”
TCP/IP
A set of protocols to link dissimilar computers across many kinds of
networks; a set of protocols to provide end-to-end connectivity
between a data source and a destination on a network.
Tenant
An organization of users who form a customer group; a business
group consisting of many agents (possibly organized into smaller
groups called splits) performing a variety of functions.
Trace Destination
A file or a screen display on the ACD console designated to receive
information from a trace or debugging operation.
Trunk
A circuit that carries a call between the NEAX2000 and the telephone
company’s central office / trunk group. A Trunk circuit number is
from one to three numeric characters with a valid range from 1-255.
Trunk Group / Trunk Route
A collection of trunk circuits. A Trunk Group has a common set of
characteristics for each of its member circuits. Common names
which refer to trunk groups are DID, DOD, WATS, and FX. A Trunk
Group number is from one to two numeric characters with a valid
range from 1-63.
Variable Depth Queuing
A feature which allows an ACD call to be queued to a split,
depending on the number of working agents (logged on and not in
Break mode) at the time that the ACD call is presented to the split.
This percentage is programmed in the Split Data screen at maximum
queue depth.
Example:
Maximum Queue Depth 150% 1.50
Number of working agents x 4
Number of calls allowed in queue 6.00
Wall Message Board
An LED display board that receives statistical information from the
CallCenter
WorX
MIS and displays the information according to a
programmed pattern.
Week Schedule
The name of an ACD MAT command used to select the Call Control
Vector(s) by which all incoming calls are handled on a 24-hour basis.
Each schedule can be used as a routing destination for pilot numbers.
What’s This button / Help button
Icons on the toolbar which allow the user to request additional
information on a general topic (Help button) or a context-sensitive
topic (What’s This button).
Term Definition