Avaya R2 Betriebsanweisung PDF herunterladen (Seite 258)

Glossary

GL-2

ACD split/skill See split/skill.

Active document See Active report.

Active report The report whose window is currently selected. To make a

report the active report, open it and click on its title bar or

anywhere in the report.

ACW (After Call Work).

ACD work done when the agent is not on a call. There are two

types of after call work (ACW): call related ACW and ACW

not associated with a call.

For G3V4, time the agents spent on non-ACD calls in ACW is

not included, nor is time in ACW following a non-ACD call.

Time on non-ACD calls in ACW is included for the

DEFINITY system.

AI (Auto-In).

An ACD work mode that makes the agent available to receive

calls and allows the agent to receive a new ACD call

immediately after disconnecting from the previous call.

Agent The login ID that staffed the extension or VRU port. This term

is often extended to mean the person who used the ID to staff

the extension.

AUX The work state an agent is in when logged into a split/skill but

not in ACD, ACW or Other work states. AUX work mode is a

work mode in which agents are engaged in non-ACD work.

This may represent a break or lunch, training, mail, team

meetings, etc.

1 2 ... 253 254 255 256 257 258 259 260 261 262 263 ... 267 268

Keine Kommentare

Avaya R2 Betriebsanweisung Seite 258