A
Abandoned Calls (CDNs)
The number of calls accepted into the CDN, but abandoned before being answered through the controlled operation or routed according to the CDN's script.
Abandoned Calls (Queues)
An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone. Calls that abandon while in the Timed Overflow (TOF) queue are counted against the ACD queue that initiated the overflow.
Abandoned Trunk Calls Before Threshold
A peg count of Calls Abandoned that shows how many calls were abandoned before the threshold time is reached. The threshold time is set in the telephone system for the ACD queue where a trunk route terminates. Do not try to relate these numbers to the numbers of Calls Abandoned in the Queue reports. The number of Call Abandoned in the Queue reports can include Abandoned Calls other than the Abandoned Trunk Calls (such as Overflowed Abandoned, etc.).
Abandoned Trunk Calls After Threshold
A peg count of Calls Abandoned that shows how many calls were abandoned after the threshold time is reached. The threshold time is set in the telephone system for the ACD queue where a trunk route terminates. Do not try to relate these numbers to the numbers of Calls Abandoned in the Queue reports. The number of Call Abandoned in the Queue reports can include Abandoned Calls other than the Abandoned Trunk Calls (such as Overflowed Abandoned, etc.).
Accepted Calls (CDNs)
The number of calls that entered the CDN and were routed by the telephone system according to the Enhanced ACD Routing script. The number of Accepted Calls for the CDN is equal to the number of Calls Answered plus the number Abandoned plus the number Routed to the CDN plus the number Disconnected plus the number Busy plus the number Defaulted to this CDN.
Accepted Calls (Queues)
The number of calls placed in this ACD queue, including any Overflow by Number calls from another ACD queue. Timed Overflow calls from another ACD queue are not included. The number is based on the following:
- If a call is Night Forwarded, it is counted in the Interflow amount for the source ACD queue in the Queue report. If the Night Forwarded number is an ACD queue, then numbers of Calls Accepted, Answered, or Abandoned (among other things) are reflected in the count for the destination ACD queue. The call is not counted as an Accepted call (or Answered, etc) against the source ACD queue.
- If a call is not Night Forwarded (whether or not Night RAN is given), the call counts as an Accepted Call (or Answered, etc) against the source ACD queue. It will not count under Interflow in this case.
- If the Time Overflow feature is used, the Calls Answered value includes answered Time Overflow calls from another queue. Calls to this ACD queue that are answered by another queue (via Time Overflow) are not counted.
ACD
See Automatic Call Distribution
ACD Report Buffer
A component of ACD Performance Reporting that transfers your call center data from the Call Accounting Buffer to the ACD Parser program for processing into your historical database. The ACD Report Buffer is a software application that runs on a computer connected to the Call Accounting Buffer.
ACD state
When an agent is engaged on an ACD call, they are considered to be in the ACD state. Also see Agent states.
ACD time (Talk time, DCP time, ACD time, Customer talk time)
The duration of an ACD call (including ACD hold time), or the length of a customer's call. Basically, from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call. ACD time is also called Direct Call Processing time, Customer time, ACD Talk time, Call Processing time, or Talk time.
Active
In the Northern telephone system, 'active' is defined as having the ability to receive ACD calls. Agents become active when they log into the telephone system.
Agent
A general term for someone who handles telephone calls in a call center. Other common names for the same job include operator, Telephone Service Representative (TSR), attendant, and representative.
Agent States
The type of telephone activity an agent either performed or is engaged in performing. The time an agent spends in each state is tracked and is included in the information sent by the Northern telephone system.
All Trunks Busy (ATB)
The situation that occurs when a call is received by a trunk group and, because of the level of telephone traffic, the trunk group cannot route the call. If a trunk busy condition exists beyond a single reporting period (for example, it begins during period 1 and is still busy during period 2), that condition may be pegged for both periods.
All Trunks Busy Calls
A peg count of the number of times a call received by a trunk group could not be routed by that trunk group, due to the level of telephone traffic.
All Trunks Busy Time
The total amounts of time calls that were received by a trunk group could not be routed by that trunk group, due to the level of telephone traffic.
All Trunks Busy Longest
The longest amount of time a call was received by a trunk group and could not be routed by that trunk group, due to the level of telephone traffic.
Answered Call (CDNs)
This is the number of calls that entered the CDN and were answered with the controlled operation or according to the scripting of the CDN's routing.
Answered Call (Queues)
A call that was routed to an ACD queue, and was then answered by an agent in that ACD queue. The number of Answered Calls is based on the following:
- If a call is Night Forwarded, it is counted as an Interflowed call for the Source ACD queue in the Queue report.
- If the Night Forwarded number is an ACD queue, the Answered Call is reflected in the count for the destination ACD queue. The call is not counted as Answered against the source ACD queue.
- If a call is not Night Forwarded (whether or not Night RAN is given), then it counts as an Answered Call against the source ACD queue. It will not count under Interflow in this case.
- If the Time Overflow feature is used, the Calls Answered value includes calls that Time Overflowed from another queue to this one (TOF-IN), as well as the number of calls that Time Overflow to another ACD queue (TOF-OUT) from this one.
- This shows the number of ACD calls answered by agents for this queue, including calls that overflow into the queue.
Answered Trunk Calls Before Threshold
A peg count of Calls Answered that shows how many calls were answered before the threshold time is reached. The threshold time is set in the telephone system for the ACD queue where a trunk route terminates. Do not try to relate these numbers to the numbers of Calls Answered in the Queue reports. The number of Call Answered in the Queue reports can include Answered Calls other than the Answered Trunk Calls (such as Overflowed Answered, etc.).
Answered Trunk Calls After Threshold
A peg count of Calls Answered that shows how many calls were answered before the threshold time is reached. The threshold time is set in the telephone system for the ACD queue where a trunk route terminates. Do not try to relate these numbers to the numbers of Calls Answered in the Queue reports. The number of Call Answered in the Queue reports can include Answered Calls other than the Answered Trunk Calls (such as Overflowed Answered, etc.).
ASA
See Average Speed of Answer
ATB
See All Trunks Busy
Automatic Call Distribution (ACD)
A software feature of the Northern telephone system that routes a call to groups of agents (also called a 'queue') based on first-in, first-answered criteria. The guiding principle is that the caller who has been waiting the longest will be first the caller routed to the next available agent. The agent that receives the call will be either the first available agent or the agent that has been available for the longest period of time.
Available state
An agent's telephone is considered in the Available state when the telephone is able to receive ACD calls. A logged on agent enters the Available mode when they log into the telephone system and then exit the Not Ready state. Some telephone systems automatically place agents into the Available state at log in. A line that is available to receive ACD calls is also available to receive Non-ACD incoming calls (internal or external).
Available time
The amounts of time that an agent in the ACD queue spends in the Available state. The Available telephone state is one where an agent is available to take an incoming ACD call.
Average Busy Time
This is the sum of all Position Manned times, minus the sum of all waiting times, divided by the number of positions that had any Position Manned time accumulated against them.
Average Direct Call-Processing (DCP) Time
The average amounts of time per Answered ACD call that an agent (or agents) was engaged with an ACD call. This is the total time (in seconds) that each agent spent handling ACD calls divided by the total number of calls answered (by either the agent or the ACD queue). Handling time is the time from initial answer of the call to final release of the call. When the telephone system data includes Hold time, the average Direct Call Processing time does not include the Hold time. In this situation, the Average DCP time is the time that the agents are active on the call, excluding holding time of ACD calls.
Average Hold Time (HDCP time)
The average amounts of time per Answered ACD call that an agent (or agents) placed an ACD call on hold. Handling time is measured from the time the agent puts the ACD call on Hold to the time the agent becomes active on the call again or the caller abandons the call. The average Hold time is the sum of all ACD call hold times divided by the number of ACD calls answered by the agent or ACD queue. When the telephone system data includes Hold time, the average Direct Call Processing time does not include the Hold time. In this situation, the Average DCP time is the time that the agents are active on the call, excluding holding time of ACD calls.
Average Incoming Call Time
The average amounts of time per Non-ACD call that an agent (or agents) was engaged in a call on their Non-ACD extensions. This is the total duration (in seconds) of all incoming calls on the agent’s Non-ACD key(s) during the report period, timed from call answer to final call release, divided by the total number of Non-ACD calls received during that time period.
Average Incoming Call Time (Trunks)
The average amount of incoming trunk traffic time per Trunk call. This is the total incoming trunk traffic for the trunk route (in CCS) between seizure and disconnect (including non-ACD calls, if any) divided by the total number of calls that came in on this trunk route (including non-ACD calls) during the report period. The total number of calls per ACD queue equals the total number of Incoming Calls for all trunk routes terminating on the ACD queue.
Average Manned Time
The average amounts of time per reporting period agents were logged into the telephone system. This is the sum of all Position Manned times divided by the number of agent positions that had any manned time accumulated. An agent position is considered Manned when an agent logs into the telephone system, and the agent will continue to accumulate Manned time until the agent engages the Make Set Busy key (which logs them out of the telephone system.
Average Non-ACD In Time
The average amounts of time an agent spends engaged on incoming Non-ACD calls. The Average Non-ACD Incoming time is the sum of all times from the initial selection of the individual extension key, including transfer and conference keys, to the final release of the call, divided by the number of incoming calls. The telephone system only accumulates call time for one Non-ACD call per agent position at a time. It is not possible to add multiple simultaneous events (engaging on several Non-ACD calls at once, using the Hold feature) as the total Non-ACD time would exceed real clock time. This means that if an agent position has more than one DN (or extension) key and the agent uses both at once, the reported Non-ACD call time will not be accurate. Agent positions should be configured with only one extension key unless you are willing to forego the accuracy of Non-ACD call statistics.
Average Non-ACD Out Time
The average amounts of time an agent spends engaged on outgoing Non-ACD calls. The Average Non-ACD Outgoing time is the sum of all times from the initial selection of the individual extension key, including transfer and conference keys, to the final release of the call, divided by the number of outgoing calls. The system only accumulates call time for one Non-ACD call per agent position at a time. It is not possible to add multiple simultaneous events (engaging on several Non-ACD calls at once, using the Hold feature) as the total Non-ACD time would exceed real clock time. This means that if an agent position has more than one DN (or extension) key and the agent uses both at once, the reported Non-ACD call time will not be accurate. Agent positions should be configured with only one extension key unless the customer is willing to forego the accuracy of Non-ACD call statistics. If an agent is involved in a conference call or an outgoing Non-ACD call, or is transferring a call when the telephone data is generated, the Non-ACD Outgoing time includes the call start time minus the current time. The Non-ACD Out and Transferred IDN amounts are not incremented until the call is released, and they are reflected in the next reporting period.
Average PCP Time (Not Ready)
The average amount of time per ACD call that an agent (or agents) was in the Post Call Processing (or Not Ready) state. The Average PCP time is measured from the time the agent goes into Not Ready (the NRD key activated) until the occurrence of any event that removes the agent from the Not Ready state. The average PCP time is the total time accumulated against all Not Ready states divided by the total number of ACD calls answered by an agent or ACD queue.
Average Speed of Answer (ASA)
The Average Speed of Answer for calls received by an ACD queue. The timing for answering the call begins when the call is queued for the ACD queue and ends when an agent (either in the primary or overflow ACD queue) answers the call. If an agent in an overflow group answers the call, Average Speed of Answer is counted in the overflow group. This is the sum includes Enhanced Overflow Calls from other queues, but not including Timed Overflow In Calls from another queue nor Network ACD calls that are answered by a remote target agent.
Average Wait Time before Abandon
The average amounts of time per Abandoned call the customer waited to be answered before abandoning the call. This is the total of all waiting times for Abandoned calls divided by the number of calls abandoned in the ACD queue this reporting period.
Average Waiting Time
This is the average amount of time that an agent was available to receive an ACD call. It is the total amount of waiting time divided by the number of incoming ACD calls answered.
B
Base Staff
Also called Seated Agents. The minimum number of agents required to achieve service level and response time objectives for given period of time. Seated agent calculations assume that agents will be ñin their seatsî for the entire period of time. Therefore, schedules need to add in extra people to accommodate breaks, absenteeism and other factors that will keep agents from the phones. See Rostered Staff Factor.
Basic Rate Interface (BRI)
One of two basic levels of ISDN service. A BRI line provides two bearer channels for voice and data and one channel for signaling (commonly expressed as 2B+D). See Primary Rate Interface (PRI) and Integrated Services Digital Network.
Beep Tone
An audible notification that a call has arrived (also called Zip Tone). Beep tone can also refer to the audible notification that a call is being monitored.
Benchmark
Historically, a term referred to as a standardized task to test the capabilities of devices against each other. In quality terms, benchmarking is comparing products, services and processes with those of other organizations, to identify new ideas and improvement opportunities.
Best in Class
A benchmarking term to identify organizations that outperform all others in a specified category.
Blockage
Callers blocked from entering a queue. See Blocked Call.
Blocked Call
A call that cannot be connected immediately because A) no circuit is available at the time the call arrives, or B) the ACD is programmed to block calls from entering the queue when the queue backs up beyond a defined threshold.
Busy (CDN)
The number of calls given a busy tone when routed to this CDN, due to a setting in the telephone system (Supervisor Control of Queue Size). Calls treated with the busy tone are noted with a B next to the entry in the telephone system data.
Busy (Queue)
An agent is considered Busy when he/she is logged into the telephone system and is engaged on an ACD call, engaged on a Non-ACD call, or in the Not Ready state. An agent is not considered Busy when he/she is in the Waiting state (waiting for an ACD call to be routed to the agent's telephone).
Busy Hour
A telephone traffic engineering term, referring to the hour of time in which a trunk group carries the most traffic during the day. The average busy hour reflects the average over a period of days, such as two weeks. Busy Hour has little use for incoming call centers, which require more specific resource calculation methodologies.
Busy Time
The cumulative amounts of time that an agent in the ACD queue spends in the ACD state, the Not Ready state, or the Non-ACD state. Basically, the total amount of agent position manned time minus the total amount of agent position waiting time.
C
Call
Also called Transaction and Customer Contact. A term referring to telephone calls, video calls, Web calls and other types of contacts.
Call Accounting Buffer
A hardware data collection device that receives data broadcast by the telephone system and stores that data until the ACD Report Buffer program asks for it. The device is slightly larger than the standard external modem, and connects to the telephone system via standard data cabling.
Call Blending
Combining traditionally separate inbound and outbound agent groups into one group of agents responsible for handling both inbound and outbound contacts. A system that is capable of call blending automatically puts agents who are making outbound calls into the inbound mode and vice versa, as necessitated by the incoming call load.
Call By Call Routing
The process of routing each call to the optimum destination according to real-time conditions. See Percent Allocation and Network Inter-flow.
Call Center
An umbrella term that generally refers to reservations centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. The term is being challenged by many, because calls are just one type of transaction and the word center often doesn't accurately depict the many multi-site environments.
Call Center Reports
Call center reports provide vital analytics on call center health, utilization and agent and manager activity. Call center reports are ran using Call Center Reporting Software.
Call Control Variables
The set of criteria the ACD uses to process calls. Examples include routing criteria, overflow parameters, recorded announcements and timing thresholds.
Call Detail Recording
Data on each call, captured and stored by the ACD. Can include trunk used, time in queue, call duration, agent who handled the call, number dialed (for outgoing), and other information.
Call Forcing
An ACD feature that automatically delivers calls to agents who are available and ready to take calls. They hear a notification that the call has arrived (e.g. a beep tone), but do not have to press a button to answer the call.
Call Load
Also referred to as Work Load. Call Load is the product of (Average Talk Time + Average After-Call Work) x call volume, for a given period.
Call Recording Notification Law
The United States, and several other countries, require by law that one or more parties on a call are notified that the call is being recorded. For a state-by-state breakout of current recording and notification laws, see the section on call recording notification law on Accurate Always' website. There is also some information on international call recording notification law requirements as well.
Caller ID
See Automatic Number Identification.
Caller-Entered Digits (CED)
Digits callers enter using their telephone keypads. The ACD, VRU, or network can prompt for CEDs.
Calling Line Identity (CLI)
See Automatic Number Identification.
Calls In Queue
A real-time report that refers to the number of calls received by the ACD system but not yet connected to an agent.
Carrier
A company that provides telecommunications circuits. Carriers include both local telephone companies and long distance providers.
Cause-and-Effect Diagram
A tool to assist in root cause identification, developed by Dr. Kaoru Ishikawa.
CCR
see Customer Control Routing
CCS
see Centi-Call Seconds
CDNs
see Control Directory Numbers
CD
Compact Disc Read Only Memory. These discs hold as much as 660 megabytes of memory. CDs are quickly being replaced by DVDs. See DVD.
Central Office (CO)
Can refer to either a telephone company switching center or the type of telephone switch used in a telephone company switching center. The local central office receives calls from within the local area and either routes them locally or passes them to an inter-exchange carrier (IXC). On the receiving end, the local central office receives calls that originated in other areas, from the IXC.
Centum Call Seconds (CCS)
100 call seconds, a unit of telephone traffic measurement. The first C is the Roman numeral for 100. 1 hour = 1 Erlang = 60 minutes = 36 CCS.
Chief Information Officer (CIO)
A typical title for the highest ranking executive responsible for an organization's information systems.
Circuit
A transmission path between two points in a network.
Client/Server Architecture
A network of computers that share capabilities and devices. This is the preferred architecture for call recording review and access for security reasons as well as ease of administration.
Collateral Duties
Non-phone tasks (e.g., data entry) that are flexible, and can be scheduled for periods when call load is slow.
Common Causes
Causes of variation that are inherent to a process over time. They cause the rhythmic, common variations in the system of causes, and they affect every outcome of the process and everyone working in the process. See Special Causes.
Compliance
See Adherence to Schedule.
Computer Simulation
A computer technique to predict the outcome of various events in the future, given many variables. When there are many variables, simulation is often the only way to reasonably predict the outcome.
Computer Telephony Integration (CTI)
The software, hardware and programming necessary, in some cases, to integrate computers and telephones so they can work together seamlessly and intelligently.
Conditional Routing
The capability of the ACD to route calls based on current conditions. It is based on "if-then" programming statements. For example, "if the number of calls in agent group 1 exceeds 10 and there are at least 2 available agents in group two, then route the calls to group two."
Connection
A two-way communication path between terminations that allows the transmission of speech (or other information) and supervisory signals.
Contact Center Quality Monitoring Software
Contact centers often engage in quality monitoring their customer-agent interactions, which includes their phone calls. Such quality assurance initiatives are aided by using contact center quality monitoring software as part of the center's call recording projects.
Control Directory Numbers
A Control DN (CDN) is a special Directory Number not associated with any physical telephone or equipment. The CDN specifies a destination ACD queue to which incoming calls are directed. Multiple CDNs can place calls into the same ACD queue. The parameters of the CDN, not those of the ACD queue, determine call treatment.
Continuous Improvement
The ongoing improvement of processes.
Control Chart
A control chart sifts out (identifies) two types of variation in a process, common causes and special causes. See Common Causes and Special Causes.
Controlled Busies
The capability of the ACD to generate busy signals when the queue backs up beyond a programmable threshold.
Cost Center
An accounting term that refers to a department or function in the organization that does not generate profit. See Profit Center.
Cost of Delay
The money you pay to queue callers, assuming you have toll-free service.
Cost Per Call
Total costs (fixed and variable) divided by total calls for a given period of time.
COTS
Commercial off the shelf.
Customer Contact
See Call.
Customer Control Routing (CCR)
Customer Controlled Routing enables the customer to customize the treatment and the routing of incoming calls
D
DCP
see ACD Time
Default DN (CDN)
The number of ACD calls routed to the Default DN for this CDN. This is usually an ACD queue.
Digital Voice Recording System
A turnkey communications recording system, often called a "DVRS" in defense and aerospace industries, that allows a user to record, monitor and report on digital, analog and VoIP calls.
Directory Number
A numbered code (usually a four or five digit number) used to route calls to a collection of telephones, otherwise know as an ACD queue.
Directory Number Key (DN Key, Extension, Non-ACD line)
A Directory Number Key is a button on a person's telephone that allows them to take calls routed directly to their telephone or to make calls to other telephone extensions. When a person calls your telephone directly, they are dialing the number for one of the DN keys on your telephone. When an agent presses a DN key to make or receive a call, any other call in progress is automatically released (unless on hold). When the call on the DN key is released, the agent position is automatically returned to whatever state it was in before the DN key was pressed. Any call being presented to the ACD In-Calls key, but not yet answered by the agent when the DN key is pressed, is moved back to the head of its priority grouping in the incoming call queue for the ACD queue.
Disconnect
The total number of controlled calls that were given forced disconnect by the system. If you want to set a time limit to long conversations, you can implement a Timed Forced Disconnect timer on each route. Any conversation that reaches that timer threshold will be disconnected instantly.
Division
A user-defined collection of ACD queues. Divisions are usually organized along the lines of functionality or type of telephone activity (i.e. the Sales division and the Support Division).
DN
see Directory Number
DVD
An optical media format that has largely eclipsed the CD, as it offers a minimum of 4.7GB per disc at an economical price.
DVRS
see Digital Voice Recording System.
E
EAR
see Enhanced ACD Routing
Enhanced ACD Routing
An optional ACD feature that allows supervisors to regulate ACD traffic and to give different RAN and music treatments to calls queued at the same ACD queue.
Envelope Strategy
A strategy whereby enough agents are scheduled for the day or week to handle both the inbound call load and other types of work. Priorities are based on the inbound call load. When call load is heavy, all agents handle calls, but when it is light, some agents are reassigned to work that is not as time-sensitive.
Erlang B
A formula developed by A.K. Erlang, widely used to determine the number of trunks required to handle a known calling load during a one hour period. The formula assumes that if callers get busy signals, they go away forever, never to retry (ñlost calls clearedî). Since some callers retry, Erlang B can underestimate trunks required. However, Erlang B is generally accurate in situations with few busy signals.
Erlang C
Calculates predicted waiting times (delay) based on three things: the number of servers (reps); the number of people waiting to be served (callers); and the average amount of time it takes to serve each person. It can also predict the resources required to keep waiting times within targeted limits. Erlang C assumes no lost calls or busy signals, so it has a tendency to overestimate staff required.
Erlang, A.K
A Danish engineer who worked for the Copenhagen Telephone Company in the early 1900s and developed Erlang B, Erlang C and other telephone traffic engineering formulas.
Erlang
One hour of telephone traffic in an hour of time. For example, if circuits carry 120 minutes of traffic in an hour, that's two Erlangs.
Error Rate
Either the number of defective transactions or the number of defective steps in a transaction.
Escalation Plan
A plan that specifies actions to be taken when the queue begins to build beyond acceptable levels.
Exchange Line
See Trunk.
Executive Summary
A brief summary of the key points of a more detailed report or study.
H
HDCP
see Hold Direct Call Processing Time
Hold Direct Call Processing Time (HDCP)
The time (in seconds) that each agent spent with an ACD call placed on Hold. Hold time is measured from the time the agent puts the ACD call on Hold to the time the agent becomes active on the call again or the caller abandons the call. When Hold time appears, the DCP time does not include the HDCP time; the DCP time is the time that the agents are active on the call, excluding holding time of ACD calls. HDCP only appears in the data from the telephone system is the data output is set for Totals (rather than the usual Averages).
High Priority Trunks (HPR)
The number of trunks designated as High Priority. Calls being routed to an ACD queue via a High Priority Trunk are presented before another queue's Timed Overflow queue (TOFQ) calls.
HPR Trunks
see High Priority Trunks
I
IDs
see Log In IDs or Position IDs
Incoming Calls (Agent or Queue)
A phone call received by an agent in the ACD queue on their telephone extensions.
Incoming Calls (Trunk)
This is the total number of calls that came in on this trunk route (including non-ACD calls) during the report period. The total number of calls per ACD queue equals the total number of Incoming Calls for all trunk routes terminating on the ACD queue. The number of Incoming Calls equals the numbers of (Calls Abandoned Before Threshold) plus (Calls Abandoned After Threshold) plus (Calls Answered Before Threshold) plus (Calls Answered After Threshold). Do not try to relate this number to those of the ACD reports (Answered Calls, Accepted Calls, and Abandoned Calls). This number applies to auto-terminating trunks and reflects how the trunk was first handled (answered or abandoned).
Incoming Non-ACD Calls
This is the number of incoming calls that arrived on an agent’s DN key(s) (or telephone extensions) during the report period.
Interactive Voice Response (IVR)
An option of the Northern telephone system that gives you the ability to route calls according to the caller's response to your recording. Most IVRs take the form of a recording that states (for example) 'If you want Sales, press one. If you want Support, press two'.
Interflows
The number of calls removed from this queue and directed to another (internal or external) queue by the interflow mechanism. This number does not include Time Overflow calls. The Interflow (ENI) key allows the supervisor, during excess traffic periods, to redirect incoming ACD calls to another pre-designated ACD queue. If a call is Night Forwarded, it is counted as an Interflow for the source ACD queue in the Queue report.
IVR
See Interactive Voice Response
L
LAN
see Local Area Network
Local Area Network (LAN)
A group of computers connected via a networking protocol (such as Ethernet, Novell, etc.), that can communicate and share resources with each other.
Log In IDs
When an agent wants to receive ACD calls at their telephone, they first must log into the telephone system. Depending on how the telephone system is programmed, there are two different methods an agent can use to log in. The first method uses a Log In ID. When the agent wants to take ACD calls, they enter a (usually four-digit) number. The Northern telephone system then tracks their telephone activity according to that log in number. The other method uses a Position ID. When the agent wants to take ACD calls, they hit their ACD button twice. The Northern telephone system then tracks their telephone activity according to the position ID of the telephone that they used to log in. The major difference between the two different methods is that Log In IDs track the telephone activity of a number (which may appear at different telephone locations) and Position IDs track the telephone activity of a particular telephone (regardless of whose using it). If your agents always sit at the same telephones, then the Position ID method will track the telephone activity of the agents (because the activity of the telephone is always the same as the activity of the agent). If your agents sometime sit at different telephones, then, in order to track the telephone activity of the agents correctly, the Northern telephone system needs to be configured to use Log In IDs.
Longest Wait before Answer
The longest time a call had to wait before being answered by an agent in the ACD queue. This excludes Time Overflow calls answered by a target agent, but includes Recall to Source calls answered by a source agent.
M
Make Set Busy (MSB)
Engaging the Make Set Busy key on the agent's telephone logs the agent out of the telephone system. Telephone sets that are logged out of the telephone system cannot receive ACD calls.
Manned
An agent is considered Manned if they are logged into the telephone system and able to take ACD or Non-ACD calls. When Manned, agents can be in the Available, Not Ready, ACD, or Non-ACD states.
Manned time
The period of time an agent was logged into the ACD queue. Manned time includes time spent in the Available, ACD, Not Ready, or Non-ACD states. Manned time is accumulated when an agent logs into the telephone system and stops when the agent engages the Make Set Busy key (which logs the agent out of the telephone system).
MOTS
Military off the shelf. See COTS for the commercial analog.
MSB
see Make Set Busy
N
Non-ACD Calls
A peg count of the number of times that agents initiated or received a call on their individual extension telephone keys. Transfer and conference keys are also included in this category. The peg count is increase each time the agent engages an extension (or DN) key, regardless of whether or not they dial a number or whether a telephone connection takes place.
Non-ACD state
A Non-ACD call is a call that is either placed or received on one of an agent's extensions. Non-ACD calls include Incoming, Outgoing and Internal calls that were placed from, or received at, an agent's extension.
Not Ready (PCP)
A state an agent can engage to finish paperwork associated with a recently finished ACD call. Not Ready is also called the Post Call Processing state. Agents enter the Not Ready state by engaging the Not Ready Key on their telephone sets. Agents should only engage the Not Ready key when performing work directly related to completing ACD calls. The Not Ready state should not be used for other activities not related to ACD calls (i.e., bathroom breaks, lunch, etc.).
O
Outgoing Non-ACD Calls
The number of outgoing calls from an agent position using extension (DN), conference, or transfer keys.
Outgoing Calls (Trunk)
The total number of calls outgoing on this route. These are non-ACD calls, but could include outgoing calls made from the DN keys of the ACD agent positions.
Overflow
The number of calls redirected to another queue with the Automatic Overflow feature, excluding Timed Overflowed calls.
P
PBX
see Private Branch Exchange
PCP
see Not Ready
Peg Count
A simple count of the number of times an event has occurred, like moving a peg on a cribbage board or making notches on a piece of wood.
Position IDs
When an agent wants to receive ACD calls at their telephone, they first must log into the telephone system. Depending on how the telephone system is programmed, there are two different methods an agent can use to log in. The first method uses a Log In ID. When the agent wants to take ACD calls, they enter a (usually four-digit) number. The Northern telephone system then tracks their telephone activity according to that log in number. The other method uses a Position ID. When the agent wants to take ACD calls, they hit their ACD button twice. The Northern telephone system then tracks their telephone activity according to the position ID of the telephone that they used to log in. The major difference between the two different methods is that log in IDs track the telephone activity of a number (which may appear at different telephone locations) and position IDs track the telephone activity of a particular telephone (regardless of whose using it). If your agents always sit at the same telephones, then the position ID method will track the telephone activity of the agents (because the activity of the telephone is always the same as the activity of the agent). If your agents sometime sit at different telephones, then, in order to track the telephone activity of the agents correctly, the Northern telephone system needs to be configured to use log in IDs.
Post Call Processing (PCP)
see Not Ready
Private Branch Exchange (PBX)
A switching system providing telephone communications between internal stations and external telephone networks. The term generally refers to manually operated switching equipment as opposed to computer operated switching.
Q
Quality Assurance Software
Contact center software tools that help call center managers quality monitor phone calls and ensure customer-agent interaction goals are met.
Quality Monitoring Software
See Quality Assurance Software.
Queue
A queue is a number of calls that are waiting to be answered by agents in an ACD queue. The calls are usually assigned to available agents in a first-arrived, first-answered basis. The queue is the "line up" where incoming calls wait until they are answered. The queue sometimes refers to the group of agents available to answer incoming calls to an ACD queue.
R
RAN
see Recorded Announcement
Raw Data
The unprocessed data output from the telephone system. This data is passed to the Call Accounting Buffer box on an hourly, half-hourly or hourly on the half-hour basis. The periodic raw data reports are a summation of the telephone activity of your call center, and are processed into your historical database by the ACD Parser application.
Recalled to Source
If a call Time Overflows while in the target ACD queue (because it previously Overflowed or Interflowed by number from a source queue), it will then be recalled back to the source ACD queue. The call is then linked to the source ACD queue’s Timed Overflow queue, and the Recall To Source number is increased.
Recorded Announcement (RAN)
An option of the Northern telephone system, which plays a recorded announcement for callers waiting for an available agent. An example would be when a caller is waiting and hears 'Your call is important to us. Please remain on the line, and your call will be answered by the next available agent'. A call can only get one First RAN treatment and one peg against the 1ST RAN amount. Each time that a call receives second RAN treatment, it is pegged against 2ND RAN amount. The 1ST RAN and 2ND RAN peg counts do not necessarily equal the Accepted Calls peg counts for an ACD queue. It is possible for a caller to hear RAN both before and after a transfer. In this case, the Accepted Calls count would tally only one call while there are two RAN peg count increases.
Routing
The way a call is passed through the Northern telephone system. The telephone system handles the way a call is sent, and the route the call takes through the telephone system. Different version of the Northern telephone system can route a call in different ways, according to the available routing features.
Routed by IVR
The Route By IVR field is incremented if the call is queued to receive IVR treatment and the IVR routing initiates a call modification to another field. This is the number of IVR controlled calls given a Route To command (and no additional processing).
Routed by CCR
The number of calls routed by CCR and given a Route To command by the CCR script (and no additional processing).
S
Supervisor
A user-defined group of agents, usually collected under a designated supervisor.
T
Team
A user-defined group of agents, usually collected under a group specific label (such as French, Spanish, East, West, etc.).
Telephone Service Factor (TSF)
The TSF measures how quickly incoming calls are answered. The customer specifies the time (in seconds) in the programming of the telephone system. The percentage of incoming calls answered or abandoned before that time (in seconds) is the TSF. A value of 100 means all calls were answered or abandoned within the customer-defined time threshold. Calls Time Overflowed and calls answered by target agents (TOF In Calls) are included in these calculations because TOF In Calls accumulate a Before Time Threshold value. However, TOF In Calls do not last in the target queue long enough to accumulate an After Time Threshold value. Calls Time Overflowed from a source ACD queue (TOF-Out) are not counted in this field because the TSF factor does not apply to calls answered by the source agent.
Timed Overflowed In
ACD calls that hit the call's primary ACD target and then are either assigned to an ACD agent as an Overflow ACD target or are assigned to an ACD agent in an ACD queue where the group is defined as an Overflow ACD target. The source and target queues must have the Timed Overflow option turned on for accurate reports. For example, the source ACD queue has the option turned off and the target ACD queue has the option turned on. When an overflowed call is answered by the target queue, that call is pegged as answered for the target queue but not for the source queue, resulting in an inaccurate report.
Timed Overflowed Out
ACD calls that hit the call's primary ACD target and then are either assigned to an ACD agent as an Overflow ACD target or are assigned to an ACD agent in an ACD queue where the group is defined as an Overflow ACD target. A call is also counted as Overflowed Out of the ACD queue when it is assigned (by the Northern telephone system) to an extension or when the call is routed off-site. Calls answered by voice mail are counted as Overflowed Out. The source and target queue must have the Timed Overflow option turned on for accurate reports. For example, the source ACD queue has the option turned off and the target ACD queue has the option turned on. When an overflowed call is answered by the target queue, that call is pegged as answered for the target queue but not for the source queue, resulting in an inaccurate report.
TOF
see Timed Overflow In or Timed Overflow Out
Transferred Internal DN Calls (IDN)
The Transferred IDN number is the sum of all the calls the agent Transferred or Conferenced while on an active Non-ACD call. The number increases when the Transfer or Conference is complete.
Transferred ACD Calls
The Transferred ACD number is the sum of all the calls the agent Transferred or Conferenced while on an active ACD call. The number increases when the Transfer or Conference is complete.
Trunk
Trunks are the physical links that enable telephone communication. A trunk route carries calls from outside to answering positions in your ACD queue.
TSF
see Telephone Service Factor
V
Voice of the Customer (VOC)
Voice of the Customer is a term used in business and Information Technology (through ITIL) to describe the in-depth process of capturing a customer's expectations, preferences, and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
VoIP Call Recording Resources and Modalities
See the VoIP Call Recording educational site, maintained by Accurate Always, that details the VoIP recording modalities, benefits and what to expect.
VoIP Call Recording Software
VoIP Call Recording Software is a software application used to record VoIP telephone calls. When evaluating VoIP Call Recording Software packages, it is helpful to note what PBX, switches and media gateways are supported. Some packages are able to record Cisco, Avaya, Nortel and other proprietary VoIP system calls in a single site, or multiple call center, deployment.
Voxida
Communications recording appliances that capture, monitor and report on digital/TDM, radio, analog and VoIP calls in contact centers and aerospace and defense applications. Voxida also is available in configurations to record screen and intelligent video communications.
W
Work Trunks
This is the number of trunks (including non-ACD trunks) that are currently enabled.
Wide Area Network (WAN)
The connection of multiple computers across a wide area, normally using digital data circuits.
Workforce Management Software
Software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules and track real-time performance of individuals and groups.
Workload
Often used interchangeably with Call Load. Work load can also refer to non-call activities.
World-Wide Web (WWW)
The capability that enables users to access information on the internet in a graphical environment.
Wrap-Up Codes
Codes agents enter into the ACD to identify the types of calls they are handling. The ACD can then generate reports on call types, by handling time, time of day, etc.
Wrap-up
See After-Call Work.
Z
Zip Tone; See Beep Tone