Read permission |
|
Read permission | The CMS user can access and view data, for example, run reports or view |
| the Dictionary subsystem. Read permission is granted from the User |
| Permissions subsystem. |
| Consists of the current and previous intrahour data on each |
| agent, split, trunk, trunk group, vector, and Vector Directory Number (VDN). |
| Display current ACD call activity on agents, splits or skills, trunks, trunk |
| groups, vectors, and VDNs for the current or previous intrahour interval. |
| Current intrahour interval |
| changes during the interval. Previous intrahour interval |
| show data totals for activity that occurred in the previous intrahour interval. |
Redirect On No | An ACD capability that assists the user if a call is not answered in a specified |
Answer (RONA) | number of rings as preset by the contact center manager. The terminal |
| extension, including a VRU port, is busied out and the call goes back into the |
| queue at a higher priority. |
Refresh rate | The number of seconds CMS waits for each update of the |
| data. A user's fastest allowable refresh rate is defined in the User |
| Permissions - User Data window as a minimum refresh rate. The default |
| refresh rate when a user brings up the report input window is the |
| administered minimum refresh rate plus 15 seconds. |
Reserve agent | A reserve agent in Business Advocate is an agent who is eligible to receive a |
| call only when a skill is in an |
| reserve 1 or reserve 2. Reserve 1 agents serve a skill that has exceeded its |
| assigned overload 1 or overload 2 threshold. Reserve 2 agents only serve a |
| skill that has exceeded its assigned overload 2 threshold. |
Reserve level | A reserve level is a parameter of agent administration that specifies a certain |
| skill as being handled by an agent only when an administered Business |
| Advocate Service Level Supervisor threshold has been exceeded. There are |
| two reserve levels, which correspond to the two thresholds that can be |
| administered for a skill. |
RINGING | An agent state. The time a call rings at an agent's voice terminal after leaving |
| the queue and before the agent answers the call. |
| A trunk state. A call is ringing at the agent's voice terminal. |
Rolling ASA | See Average Speed of Answer (ASA). |
154 Avaya Business Advocate User Guide | February 2006 |
