April 2004 | Glossary |
agent to supervisor assignment
A definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled.
API
See application program interface.
application
1.A logical entity that represents a Symposium Call Center Server script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.
application program interface
A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures.
application server
The server on which the Symposium Web Client software is installed. This server acts as the middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor.
Automatic call distribution
A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal.
Automatic call distribution call
A call to an
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