Adjunct/Switch Applications Interface (ASAI)
Adjunct/Switch | An Avaya recommendation for interfacing adjuncts and communications |
Applications Interface | systems, based on the CCITT Q.932 specification for layer 3. ASAI supports |
(ASAI) | activities such as event notification and call control. |
Adjusted work time | An agent’s total work time with one or more ACD calls ringing, active, or on |
| hold for any of an agent’s skills expressed as a percentage of staffed time |
| and adjusted by a one call lookahead. |
After Call Work (ACW) | An agent state that generally represents work related to the preceding ACD |
| call. Going |
| the call in ACW. With Generic 1 and Generic 3, ACW is accessible by a key |
| on the agent's set and may not be related to an ACD call. |
Agent | A person who answers calls to an extension in an ACD skill. The agent is |
| known to CMS by a login identification keyed into a telephone. |
Agent Login ID | A number entered into a telephone by an ACD to activate the agent position. |
| Agent logins are required for all |
Agent occupancy | The total time with one or more ACD calls ringing, active, or on hold for any |
| of an agent’s assigned skills. Agent occupancy can also refer to the total call |
| related and |
| divided by the total time staffed in any assigned skill expressed as a |
| percentage. |
| The calculation for agent occupancy is: 100 * (sum(I_RINGTIME + |
| I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + |
| I_ACDAUXINTIME + I_ACWTIME) / sum(TI_STAFFTIME - TI_AUXTIME + |
| I_ACDAUX_OUTTIME + I_ACDAUXINTIME)) where I_ACWTIME is an |
| optional component. This calculation can be used when creating a new |
| report with Avaya Report Designer or Avaya Report Wizard. AUX time is not |
| included in the calculation of agent occupancy. |
Agent position | The combination of agent login ID and the skills the agent is assigned. Data |
| is collected for the agent by skill, so the total work for the agent must be |
| summed over all skills in which the agent worked. |
Agent role | Agent role is used in the agent table to describe how an agent participates in |
| a skill. This role is based on skill level and call handling preference. |
Agent selection | Selection of an agent when a call arrives for a skill that is in an agent surplus |
| condition. |
140 Avaya Business Advocate User Guide | February 2006 |
