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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-8
Agent position
(no EAS)
The combination of the agent login ID and the split
the agent logged into. Agents logged into multiple
splits have multiple positions associated with them.
Call data are collected for each agent/split
combination separately, so that it is possible to report
on the calls handled and time spent by agents in
each of the splits they were in. To report on the total
work performed by the agent, call data must be
summed for the agent over all the splits in which the
agent worked.
Agent position
(with EAS)
The login ID of the agent, regardless of the number of
skills assigned to the agent. Data are still collected
for the agent by skill, so the total work for the agent
must be summed over all skills in which the agent
worked.
Answered Call The agent’s state changes to ACD or Direct Agent
ACD (DACD). The term
answered is used only for
split/skill and direct agent ACD calls. (See
Connected for non-ACD calls.) For manual answer
agents, the call is answered when the agent selects
the ringing line appearance. For automatic answer
agents, the call is answered directly after the zip tone
is applied.
Automatic-In
Mode (AI)
In this call answering mode, an agent who releases
an ACD call receives another ACD call immediately,
or if timed ACW is in use, after the timed ACW period
expires, if there is a call queued.
AUX Work
Mode
A work mode in which agents are engaged in non-
ACD work. This may represent a break or lunch,
training, mail, team meetings, and so on. Extension
(non-ACD) calls that agents make or receive while
available in auto-in or manual-in mode are tracked as
AUXOUT or AUXIN calls.
Best Service
Routing (BSR)
A method of automatic call distribution between
switches based on Expected Wait Time (EWT). BSR
can be used either as a single-site or as a multi-site
feature.