Avaya R2 Betriebsanweisung PDF herunterladen (Seite 249)

Glossary

GL-2

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.

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.

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Avaya R2 Betriebsanweisung Seite 249