| 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 |
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 |
|
Avaya Business Advocate User Guide | February 2006 147 |