
C
calculation. . . . . . . . . . . . . . . . . . . . . 143 call coverage . . . . . . . . . . . . . . . . . . . 119
call forwarding . . . . . . . . . . . . . . . . . . . 119 call handling preferences . . . . . . . . . . . . 21, 143 features that work together . . . . . . . . . . . 46
call park . . . . . . . . . . . . . . . . . . . . . . 119 call pickup . . . . . . . . . . . . . . . . . . . . . 119 call queue . . . . . . . . . . . . . . . . . . . . . 143 call selection. . . . . . . . . . . . . . . . 19, 38, 143
call selection measurement | . . . . . . | 22 |
Call Selection Methods | . . . . . . | 23 |
call selection methods | . . . . . . | 89 |
Call Selection Override . . . . . . . . . . . 25, 87, 143 | ||
call surplus | . . . . . . 144 | |
call vectoring | . . . . . . 144 |
Call Work Code (CWC). . . . . . . . . . . . . . . 144 caller needs . . . . . . . . . . . . . . . . . . . . 144 calls carried . . . . . . . . . . . . . . . . . . . . 144
Change Agent Skills Dialog Box | . | . 124 | |
Change Agent Skills dialog box | . | . 144 | |
accessing | . | . 124 | |
reviewing agent skills . . . . . . . . . . . . . . 125 | |||
CMS Advocate |
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feature combinations to avoid | . | . | 47 |
feature compatibility | . | . | 45 |
CMS Business Advocate . . . . . . . . . . . . 17, 144 | |||
CMS Supervisor . . . . . . . . . . . . . . . . . . 144 | |||
administering Greatest Need | . | . 126 | |
administering Percent Allocation . . . . . . . . . 127 | |||
administering Skill Level. . . . . . . . . . . . . 127 | |||
assigning agent call handling preferences . . | . | . 126 | |
assigning reserve agents . . . . . . . . . . . . 127 | |||
using the | . | . 129 |
combining agent and call selection methods . . . . . 43 conference/transfer . . . . . . . . . . . . . . . . 119 connected (CONN). . . . . . . . . . . . . . . . . 144 controlling agent time in skill . . . . . . . . . . . . 73 current . . . . . . . . . . . . . . . . . . . . . . 144 current interval. . . . . . . . . . . . . . . . . . . 144 Current Wait Time (CWT) . . . . . . . . . . . 22, 145
D
Data Collection Off . . . . . . . . . . . . . . . . . 145 Data Collection On . . . . . . . . . . . . . . . . . 145 data points . . . . . . . . . . . . . . . . . . . . 145 database . . . . . . . . . . . . . . . . . . . . . 145 database items . . . . . . . . . . . . . . . . . . 145 database tables . . . . . . . . . . . . . . . . . . 145 date format . . . . . . . . . . . . . . . . . . . . 146 Delete. . . . . . . . . . . . . . . . . . . . . . . 146 deleting skills per agent . . . . . . . . . . . . . . 125
Designer Reports | . . . . . . . . . | 146 |
Dialed Number Identification Service (DNIS) . . . . 146 | ||
Dictionary | . . . . . . . . . | 146 |
Dictionary calculations | . . . . . . . . . | 137 |
Direct Agent calling | . . . . . . . . . | 146 |
Direct Agent Calls | . . . . . . . . . . 26 | |
feature interactions | . . . . . . . . . | 109 |
first | . . . . . . . . . | 146 |
Dynamic Percentage Adjustment | . . . . . . . .41, 147 | |
Dynamic Queue Position . . . . . . . . . . . .27, 147 | ||
feature interactions | . . . . . . . . . .117 | |
Dynamic Threshold Adjustment . | . . . . . . 41, 87, 147 |
E
entity | . | . . | 147 |
error message | . | . . | 147 |
EWT | . | . . | 155 |
Exception | . | . . | 147 |
Exception Reports | . | . . | 147 |
Expected Call Handling Time . . . . . . . . . . . . 86 | |||
Expected Wait Time (EWT) | . | 147, 155 | |
Expert Agent Distribution - Least Occupied Agent. . . 33 | |||
Expert Agent Distribution - Most Idle Agent . . | . . . . 33 | ||
Expert Agent Distribution (EAD) | . | . . | 148 |
Expert Agent Selection (EAS) | . | . . | 148 |
extension call | . | . . | 148 |
F
feature interactions . . . . . . . . . . . . . . . . 107 abandoned calls. . . . . . . . . . . . . . . . .115 agent log in/log out . . . . . . . . . . . . 112, 118 agent work states . . . . . . . . . . . . . . . .115 Audix . . . . . . . . . . . . . . . . . . . . . .115 BCMS and VuStats . . . . . . . . . . . . . . 108 call coverage . . . . . . . . . . . . . . . . . .119 call forwarding . . . . . . . . . . . . . . . . .119 call park . . . . . . . . . . . . . . . . . . . .119 call pickup . . . . . . . . . . . . . . . . . . .119 conference/transfer . . . . . . . . . . . . . . .119 Direct Agent Calls . . . . . . . . . . . . . . . 109 Dynamic Queue Position. . . . . . . . . . . . .117 extension calls and LOA . . . . . . . . . . . . .110 Least Occupied Agent . . . . . . . . . . . . . .110 multiple call handling . . . . . . . . . . . . . .113 multiple skill queuing . . . . . . . . . . . . . .116 Percent Allocation . . . . . . . . . . . . . . . 109 Percent Allocation Distribution . . . . . . . . . .114 Redirect on no Answer. . . . . . . . . . . . . .116 Service Level Supervisor. . . . . . . . . . 108, 109 Service Objective . . . . . . . . . . . . . . . .117 VDN of Origin Announcement . . . . . . . . . 121
160 Business Advocate User Guide | February 2006 |