Avaya 3.1 manual Ead, Eas, Ewt

	Expected Wait Time (EWT)
Dynamic Percentage	A Release 9 Percent Allocation feature that, when activated, automatically
Adjustment	adjusts agents’ target allocations to help meet predefined service level
	targets.
Dynamic Queue	A Release 9 feature that, when activated, allows you to queue calls from
Position	multiple VDNs to a single skill, while maintaining different service objectives
	for those VDNs.
Dynamic Threshold	A Release 9 feature that, when activated, works with Service Level
Adjustment	Supervisor to automatically adjust overload thresholds to meet predefined
	service level targets.
EAD	See Expert Agent Distribution (EAD).
EAS	See Expert Agent Selection (EAS).
Entity	A generic term that refers to one of the following: Agent, Agent Group, Split
	or Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code.
Error message	A response from a program that indicates a problem has occurred or that
	something unexpected has happened on the system that requires your
	attention.
EWT	See Expected Wait Time (EWT)
Exception	A type of activity on the ACD that falls outside of the limits you have defined.
	An exceptional condition is defined in the CMS Exceptions subsystem, and
	usually indicates abnormal or unacceptable performance on the ACD by
	agents, splits or skills, VDNs, vectors, trunks, or trunk groups.
Exception reports	Reports that display occurrences of unusual call-handling events.
Expected Wait Time	An estimate of how long a caller will have to wait to be served by a contact
(EWT)	center while in queue, considering the current and past traffic, handling time,
	and staffing conditions.
	Time spent in vector processing before being queued and the time spent
	ringing an agent with manual answering operation is not included in the EWT
	prediction. Beginning with the G3V5 and R3V5 CMS, the EWT is a
	switch-based calculation.

Avaya Business Advocate User Guide February 2006 147