290 Glossary
Agent
Anyone who can answer incoming phone calls. A peripheral agent is an
agent who is associated with a particular peripheral (ACD, PBX) in the
call center enterprise. A peripheral agent can be a member of one or
more skill groups. (Some peripheral types limit each agent to one skill
group assignment.) Optionally, you can group peripheral agents into
agent teams.
Agent distribution
The flow of agent data from a specific peripheral to a specific
Distributor. You can separately enable and disable each agent
distribution.
Agent out call
An outbound call made by an agent.
Agent Reporting. See GEOTEL•Agent Reporting.
Agent team
A group of peripheral agents configured on the same peripheral to meet
a business need. You can have an agent team that includes agents at the
call center and agents who work at home. Although these agents are at
different locations, they are associated with a particular ACD at the call
center. Members of an agent team can also be members of one or more
skill groups.
AHT. See Average Handle Time.
All Trunks Busy (ATB)
The state of a trunk group when all trunks are in use. The trunk group
cannot accept any new inbound or outbound calls in this state. The ICR
tracks the amount of time during which all trunks in a trunk group are
busy. You can view this information in real-time or historical reports.
ANI. See Automatic Number Identification.
Announcement
A recorded verbal message played to a caller.
Answer wait time
The elapsed time from when a call is offered at the peripheral to when it
is answered. Answer wait time is the sum of delay time, queue time, and
ring time.
Answered call
A call is counted as answered when it reaches an agent or VRU. For
example, the CallsAnsweredTo5 field in the Service_Five_Minute table
counts the number of calls that reached agents or VRUs during the
five-minute interval. The calls might still be in progress when the
interval ends.