Glossary 315
Glossary
SQL. See Structured Query Language.
SQL Server
The Microsoft® relational database product used for the ICR’s local and
central databases.
Status bar
The set of fields that appear, by default, at the bottom of an application’s
main window.
Structured Query Language (SQL)
A standard database query language in which you can formulate
statements that will manipulate data in a database. The statements
include SELECT, for data retrieval; UPDATE, for data modification;
DELETE, for data deletion; and INSERT, for data insertion. You can
access the ICR databases using SQL and any client tool that supports
ODBC.
System time
The time as used consistently throughout an ICR system. Although parts
of the ICR system can be in different time zones, they all use the same
clock time. The system time is typically the local time for Side A of the
ICR Central Controller.
Talk time
The total seconds that agents in a skill group are in the Talking In,
Talking Out, and Talking Other states.
Talking In state
A state in which an agent is talking on an inbound call.
Talking Other state
A state in which an agent is talking on an internal (neither inbound nor
outbound) call.
Talking Out state
A state in which an agent is talking on an outbound call.
Talking state
A state in which an agent is talking on a call. This includes the Talking
In, Talking Out, and Talking Other states.
TCP/IP. See Transmission Control Protocol/Internet Protocol.
Termination call detail
Data that contains information about how each call was handled at a
peripheral. This data includes items such as the identifiers for the agent
and the peripheral that handled the call, ring time, after-call work time,
and the identifier for the route where the call was sent. Termination call
details are stored in the central database.