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 “-” offset based on today's date (for example, -1 for yesterday). You can

 

also enter a range of numbers (for example, 0 through -7)

 

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/

 

93-3/25/93)

 

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 Setup-Storage

 

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 over-threshold situation.

146 Avaya Business Advocate User Guide

February 2006

Page 146
Image 146
Avaya 3.1 manual Dnis