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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.

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Avaya R2 Guia do Utilizador Página 248