328 Index
using multiple, 84
Terminology
Monitor ICR, 46
peripheral-specific, 32
This
Month time option, 82
Week time option, 82
Year time option, 82
Threshold Editor, 108
Threshold(s)
alerts, 61, 108, 109
and service level, 109
examples of, 61–64
in multiple-component reports, 109
saving, 110
setting
examples, 63
in reports, 108
warning examples, 63
Tile option, 92
Time
format in Monitor ICR, 81
options in Template Launcher, 81
Today time option, 81
Toolbar, 71–73, 72
display options, 73
trkgrp01_alltrunkbusy_graph, 284
trkgrp02_idle_inservice_status, 285
trkgrp03_trunkgroup_status_grid, 286
trkgrp11_trunkgroup_performance_
grid, 287
Trunk group, 27
network, 27
templates, 282–88
Trunks
idle, 285–87, 285–87
in service, 285–87, 285–87
peripheral terminology, 33, 34
Tutorial
creating reports, 49
—U—
UpdateAW process, 40
User Information
dialog box, 105
—V—
VDN. See Vector Directory Number
Vector Directory Number (VDN), 33
Voice path (maintaining), 21
Voice Response Unit (VRU), 19
VRU. See Voice Response Unit
VRU support, 32
—W—
Warnings (threshold), 109
Web View, 47
Window menu, 92
Windows NT, 37
Work not ready state
time spent in, 136
Work ready state
time spent in, 136
Workforce management systems, 31
Workspace, 98
Wrap-up state
count of agents in
enterprise service, 204, 217
enterprise skill group, 182, 183,
185
peripheral service, 256, 269
peripheral skill group, 233, 234
percent of agents in
enterprise skill group, 184, 187
peripheral skill group, 235, 236,
238
time agents spend in
enterprise skill group, 189, 191,
195
peripheral skill group, 240, 242,
246
—Y—
Yesterday time option, 82