Avaya R2 Betriebsanweisung PDF herunterladen (Seite 257)

BCMS Vu

GL-1

Glossary 0

Acceptable Service

Level

A target value set to define the acceptable amount of time for

an agent to answer a call. Target values are normally set as

objectives by management.

A percentage of calls answered within a set amount of time

(for example, 80% of calls answered within 20 seconds).

Note that BCMS Vu calculates the % In Service Level value

differently than does BCMS. When there is no activity during

an interval, BCMS leaves the value for the service level blank,

while BCMS Vu includes a zero value for the service level.

This difference does not affect the summary calculation for the

% In Serv Levl because the summary calculation is a weighted

average and it does not include the intervals for which null

(blank) and zero were entered for the service level.

ACD (Automatic Call Distribution).

A DEFINITY system feature using software that channels

high-volume incoming and outgoing call traffic to agent

groups (splits or skills).

Also an agent state where the extension is engaged on an ACD

call.

ACD Call An ACD call is a call that was queued to a split/skill and then

answered by an agent in that split/skill, or a call that queued as

a direct agent call and was answered by the agent to whom it

was queued.

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Avaya R2 Betriebsanweisung Seite 257