| Call Selection Override |
Average Speed of | The average amount of time a caller waits in queue before connecting to an |
Answer (ASA) | agent. ASA is usually an objective set by your contact center's management. |
| The ASA for a skill includes the time spent in queue and the time ringing an |
| agent. ASA for a VDN includes the time spent in vector processing, including |
| the time spent in queue and the time ringing an agent. |
Best Service Routing | A feature that routes ACD calls to the resource best able to service each call. |
(BSR) | BSR allows the switch to compare local and remote skills, identify the skill |
| that will provide the best service, and deliver the call to that resource. BSR is |
| part of the Avaya Virtual Routing product suite. |
Calculation | A menu selection in the CMS Dictionary subsystem that gives the |
| abbreviated name (calculation name) for the calculation that generates the |
| data for a field in a report. |
| The category of database items in CMS that are committed to the database |
| after the call completes. If a call starts and ends in different intrahour |
| intervals, all of the |
| completed. Most database items are call based. |
Call handling | Business Advocate agent call handling preference. Also known as a call |
preference | selection method. Preferences include Skill Level, Greatest Need, and |
| Percent Allocation. |
Call Management | An integrated analysis and reporting program that provides |
System (CMS) | historical reports. |
Call queue | An ordered list of calls per skill. The order can be based on queue priority |
| followed by time in queue; that is, a higher priority call is serviced before a |
| lower priority call regardless of time in queue. |
Call selection | Selection of a call when an agent becomes available and one or more of the |
| agent’s assigned skills is in a call surplus condition. |
Call selection | The measurement that is used in the call selection process if an agent’s call |
measurement | handling preference is administered as either Skill Level or Greatest Need. |
| There are currently two call selection measurements, Current Wait Time and |
| Predicted Wait Time. |
Call Selection | An option with Service Level Supervisor that alters how calls are selected |
Override | when overload thresholds are exceeded for one or more of an agent’s skills. |
| If activated, when the threshold is exceeded calls are selected from skills that |
| are over threshold to the exclusion of calls that are under threshold. |
Avaya Business Advocate User Guide | February 2006 143 |
