Avaya R2 Betriebsanweisung PDF herunterladen (Seite 268)

Glossary

GL-3

Glossary

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.

BCMS (Basic Call Center Management System). A software

feature of the DEFINITY system which collects data

about inbound ACD calls and how they are handled.

CCS The report item Centum Call Seconds (CCS) is the

number of 100-second increments in which the trunk

was busy during the intrahour interval. A trunk is

“seized'' while the call is in queue and while the call is

connected to an agent. Therefore, wait time for

abandoned calls is figured into the CCS figures. For

example, since a half-hour has 1800 seconds, the

maximum CCS for each trunk in a trunk group is 18

CCS. Multiplying 18 CCS by the number of trunks in a

trunk group gives you the maximum occupancy for the

trunk group, which you can then compare with your

actual CCS. A CCS example follows.

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Avaya R2 Betriebsanweisung Seite 268