Avaya 3.1 manual Ani, Asa

	ASA
Agent state	A feature of agent call handling that indicates the agent’s current state. Agent
	states include ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, DACW, OTHER,
	UNKNOWN, and RING.
	Data about these states is displayed in real-time and historical reports. See
	the definition of each state for additional information.
Agent surplus	The condition that exists when one or more agents are available to handle a
condition	call for a specific skill.
Agent terminal	The voice terminal used by a contact center agent.
Agent Trace	A report that can be helpful when evaluating how well individual agents are
	using their time. You must start an agent trace before you can obtain an
	Agent Trace report.
	You can activate traces for a maximum of 25 agents at any one time. You can
	select the dates in which the trace will receive information. This report lists
	each agent activity and the time it occurred.
Agent work time	The total time with one or more ACD calls ringing, active, or on hold for any
	of an agent’s assigned skills and optionally, the total call-related and
	non-call-related ACW time divided by the total time staffed in this skill
	expressed as a percentage.
AI	See Auto-In (AI).
Algorithm	A prescribed set of well-defined rules or instructions for the solution of a
	problem, for example, the performance of a calculation, in a finite number of
	steps.
Allocated agents	Agents with an assigned role of Allocated; that is, they have Percent
	Allocation assigned as a call handling preference through Business
	Advocate.
ANI	See Automatic Number Identification (ANI).
Announcement	A recorded message that normally tells the caller what destination the call
	has reached. The announcement also often tries to persuade the caller to
	stay on the line.
	With Call Vectoring, announcements can be part of a vector's call
	processing. An announcement is assigned to a vector by entering an
	announcement number.
ASA	See Average Speed of Answer (ASA).

Avaya Business Advocate User Guide February 2006 141