Date format |
|
Date format | The standard format for entering dates on CMS reports. Acceptable formats |
| are: |
| Month/day/year (for example, 3/21/93) |
| A |
| also enter a range of numbers (for example, 0 through |
| Separating individual data entry items using a semicolon (for example, 3/21/ |
| 93;3/23/93;3/25/93) |
| Entering ranges by placing a hyphen between entries (for example, 3/21/ |
| |
| When you specify a date for a weekly report, that date or range of dates must |
| correspond to the week start day selected in the System |
| Intervals window. If the date and day do not match, the message “No records |
| found” is displayed in the status line. |
| The month start date must be the first day of the month. |
Delete | A CMS action that removes the entry on the window from the database. |
Designer Reports | Customized reports that can be created using CMS Supervisor’s Report |
| Designer feature, and which are run from CMS Supervisor. |
Dialed Number | An ACD capability that enables calls to be routed based on the number |
Identification Service | dialed by the caller, for example, a specific 800 number set up for a |
(DNIS) | promotion. |
Dictionary | A CMS subsystem that can be used to assign names to various contact |
| center elements such as login IDs, splits or skills, trunk groups, VDNs and |
| vectors. These names are displayed on reports and make them easier to |
| interpret. |
Direct Agent calling | An EAS capability that makes it possible for a caller to reach the same agent |
| every time and still include the call in the management tracking of the contact |
| center. This is ideal for claims processing, for example, where a client needs |
| to speak with the agent handling the claim. This flexibility ensures a high |
| level of customer service without reducing management control. |
Direct Agent Calls | In Business Advocate, the Direct Agent Calls First? option is associated |
First | with Percent Allocation. With this option selected, even though an agent is |
| percent allocated to a skill or skills, calls to the agent’s Direct Agent skill take |
| precedence over calls to the allocated percentages. In addition, if an agent |
| has Direct Agent Calls First? assigned, those calls also take precedence |
| over other calls, even in an |
146 Avaya Business Advocate User Guide | February 2006 |
