Administrator RIA Glossary





Abandoned: Hanged calls after being on queue because no agents were ready to answer them.

ACD groups: Defined by the system, they can only receive incoming calls. Each new ACD group has members or agents related to its operation besides other properties such as schedules, audio messages, etc.

Active Agents: Users assigned to a different status apart from ready, unavailable or offline.

Agents: Callcenter users which inform the CCServer about their activity to create a report. According to the report, the system will assign agents incoming or outgoing calls depending on the previous configuration, ACD groups, etc.

Answered Calls: Incoming or outgoing call volume answered by clients.

Answering Machine Detection: Limits filtration level to transfer or not answering machines (recordings, IVR, etc).

Areas: A specific callcenter section formed by different groups of people; i.e. human resources, systems, accounting, etc.

Auto-Reschedule Interval (min): Defines automatic reschedule time in call disposition.

Average Call Time: Average time of all ACD groups calls (including wrap-up time).

Average Waiting Time: Average time of on queue calls (including abandoned and transferred calls).

Call Disposition Order: Allows supervisors to modify call dispositions order on the screen in order to establish priorities.

Call Disposition Reschedule: Admits rescheduling calls when it fails or when the holder is not found. If the holder does not live anymore in the address, the call will not be rescheduled.

Call Disposition: Allows classifying received or generated calls through the callcenter in order to distinguish the different type of calls.

CallBack: Records that could not be contacted because they were busy, not answered or successful calls rescheduled by and agent.

CallCenter Server (CCServer): CenterWare main system; controls the availability of the agents and includes information about extensions, IVR ports and dialers status. Its principal function is to assign calls to agents according to their abilities, priorities, talk time, etc., depending on the requirements of each ACD group.

Caller ID: Telephone number that will appear on client’s Caller ID when receiving a call from the callcenter.

Campaign Auto-Start: Configured to start campaigns automatically depending on the conditions of other campaigns or a specific schedule.

Campaigns: ACD groups that only execute outgoing calls; they allow organizing different contact records provided by clients, as well as the available resources (agents) and dialers. The main part of a campaign is registration, no activity can be executed without it.

Canceled: Manual calls finished before getting an answer.

CenterWare Database: Includes the basic information to CenterWare operation, such as user’s and extension catalogs, call information, information about records, telephone numbers, report information, etc.

Clean Digits: Deletes dashes, spaces, letters, dots, etc. to let just telephone numbers or fields.
Complete by Length: Cleans telephone numbers, completes long distance prefix of a corresponding area and cellphone numbers and eliminates area code of local numbers.

Contact Record: Telephone records provided by clients and stored in CenterWare database in order to establish a telephone contact. Each Record should have a unique identifier, at least one telephone number, an associated campaign number, a call type (new or callback) and additional data (required at the moment of transferring the call) to facilitate generating calls.

Chat with Agents: Allows supervisors to contact one or more agents at the same time by sending text messages to them.

Define Jobs: Defines campaign JOB types: new, call back or both. If the campaign has been recently loaded, users can select new job types, reschedules or call back records. For example, when on queue calls list is big and it is delayed according to the rescheduled time.

Dialers: Physical ports that execute outgoing calls, report results, search free agents in a campaign when the connection is successful and transfers calls to agents.

Dialing Prefix (Manual Calls): Usually, switchboards uses dialing prefixes (9 or 0) to allow assigning users a telephone line to dial the desired number. Through this option administrators are able to assign dialing prefixes to the required campaigns. It is important to notice that the system only accepts numbers and commas (time intervals) and the maximum length is 5 characters. In case of predictive dialing, it is the same; however, the prefix configured in this option will be only applied to manual calls. To apply the dialing prefix to manual dialing, predictive dialing and/or transferences review the technical manual.

Dialing Prefix (Overflow): This type of prefix is only applied when there is an overflow in the ACD group (according to its configuration).

Dialing Prefix (Predictive): Dialing prefix configured in this option will be only applied to the calls made through the predictive.

Dialing Prefix (Transference): Dialing prefix configured in this option will be only applied to the calls transferred to external numbers by agents weather they are in the transference catalog or not.

DNIS (Dialed Number Identification Service): Automatically routes ACD groups; usually, it represents the last 4 digits of the dialed number.

Do Not Call List: Blocks the desired telephone numbers.

E_: Telephone number with lenght minor to 10 or null, it does not exist in the table of series.

E_LONGITUD E_LENGHT: Empty telephone or wrong by lenght; after cleaning telephones it does not have 10 digits.

E_NV_LD: Unvalid long distance record.

E_NV_Longitud: Empty telephone or wrong by lenght.

Edit Call Key: Allows agents to edit or add client’s ID as long as it is enabled. It is very useful for reports because it will show client’s ID of both, manual and automatic calls.

Exclusive Callbacks: When a call was rescheduled by an agent, those callbacks can be specific or general. A specific callback will be answered by the same agent who rescheduled it. A general callback will be answered by any available agent.

 

 

Generate Callback: CenterWare will automatically assign a callback to all unanswered calls (abandoned or transferred to overflow) of the campaign related to the ACD group.

Inbound: Answers incoming calls from the IVR and designates the Best Agent Ready in at the moment.

Intensive Dialing: By default, the system will dial records loaded at the database until all configured conditions are completed (redial attempts while busy, no answer, etc.) or until the client answers the call. Select “Intensive Dialing” to indicate that although the contact has been successful, CenterWare must continue dialing all loaded records.

IVR Ports - Entry Lines: Physical ports that receive incoming traffic; it provides information required by the client, probably by consulting a database or another data access component. If required, an IVR Port routes calls to an ACD group. If any agent is ready, the transference will be executed; if no agent is ready, the call will be retained according to configuration and will remain on queue until the selected agent of the ACD group is ready.

JOB Type: Allows defining JOB types of a campaign: new, call back or both.


 

Listen Manual Call: Select this option to activate dial, busy, etc tones when agents make manual calls since, by default, agents will not listen anything while CenterWare transfer calls.

Local ANI List: Local ANIs are those numbers which help the system to identify the number that will appear in the customer's calls identifier when it receives a call from the call center.

Load Pendings: When loading records related to a campaign, first they are in “Ready” status, i.e. they cannot be dialed, so the system activates them and their status change into new records to allow dialing them(according to campaign configuration).

Maximum Dialing Time: The maximum time to contact a call, if there is no answer it will be saved on the reports.

Maximum Number on Queue: If the maximum number of on queue calls allowed is surpassed, calls are going to be transferred to the previously configured overflow extension.

Maximum Time on Queue: Maximum time a call can be on queue; if it is surpassed, calls are going to be transferred to the previously configured overflow extension.

Maximum Time while Unavailable: Maximum time of all unavailable status for agents.

Messages: Audio notifications (pre-recorded messages) reproduced while clients are on queue or when the system cannot assign an agent to an ACD group because the call is out of schedule or the system is out of service.

Next Status: Next status after finishing an unavailable status.

No Service: Number of dialed calls not completed because of the line was out of service.

No Signed in Agents: Agents not connected to the system. Also, it represents messages reproduced when there are no signed in agents although the call was received during the assigned schedule.

 


On Queue Overflow: Calls transferred to the overflow number because the ACD group was full.

On Queue Position: Indicates clients their location on queue.

On Queue Time: Indicates the approximately on queue time to clients.

On queue: Message reproduced while clients are on queue. (According to configuration.)

Out of Hours: Message reproduced when a call is received out of the configured hours.

Out of Service: Message reproduced when the ACD group is inactive, out of schedule or when agents are signed out.

Outbound: Generates calls with the purpose of establishing foreign telephone connections; once the connection is established, it will be assigned to the Best Agent Ready at the moment.

Outgoing Calls Management Server (OUTServer): Manages the distribution of Records provided by the client to his telephone contact, distributes Dialing Jobs to dialers according to agent’s activity and receives the results of the assigned jobs.

Pending Records: Inactive previously loaded records. Loading records is a separate operation, when records are ready to be activated their status will appear like “Ready”.

Positions: Relation between a telephone extension and a computer name (network ID), which is vital to allow CenterWare sending calls (voice) and information correctly (ScreenPop, Caller ID, Name, ACD groups or Campaigns, etc.)

Progressive Dialing: Dials campaign records progressively not predictably; that is, just one call to each available agent.

Ready Agents: Users ready to receive calls from the assigned ACD group or Campaign.

Recycle CallBacks: Allows changing call back status to New. For example, use this action when the selected campaign does not have any available records and users do not want to wait for the system to dial the call during the programmed date and time.

Return Call (sec): After the earliest call complete the established time the system will send a message asking clients to continue or to finish the call, if users select the last option the system will return the call later; please notice that the system will respect on queue position of the call.

Schedules: Assigned to ACD groups and Campaigns to its operation, they limit the incoming and outgoing calls flow to agents.

Service Level: Amount of answered calls between the satisfactory parameters of waiting time.

Stop Recording: By default, CenterWare records all calls; this option will stop recording calls when they are being transferred. Please notice that calls transferred between agents will be recorded as new calls.

Sub-disposition: Those dispositions that are grouped in a disposition; their characteristics (call back, continue dialing, etc.) are over a disposition.

Supervisor Only: Unavailable status only assigned by supervisors.

Supervisor Password Required: Unavailable status which requires supervisor’s password.

Supervisors/Administrators: Users that monitor, operate or change the system. There are different kinds of monitoring, for example: online review of agent’s status, amount of incoming calls, waiting time, abandoned calls, outbound information, contact percentage, agent’s availability, etc.


 

Time per Event (while Unavailable): Maximum time of each unavailable status.

Timeout Overflow: Calls that reach the maximum waiting time on one ACD group so the call was transferred to the overflow number. To define if dialing prefixes will be established in manual, predictive and/or transferred calls review “Settings” in the technical manual.

Unable CPA: It prevents the system from detecting answering machines and transfers all the answered calls even if customers only unhang the telephone and do not speak.

Unavailable Agents: Users which select any Unavailable Status, such as break, with supervisor, etc. All unavailable status are previously configured on the unavailable catalog.

Unavailable: Permits agents to change their current status (ready or other) to an unavailable status, such as break, meal, with supervisor, etc. The system will stop sending calls to agents during unavailable status.

Voice Mail Detection: Calls answered by the carrier so they were transferred to the voice mail. Select this box to allow CenterWare detecting calls answered by voice mails, filtering them and blocking them for agents; however, voice mail recorded messages will be reproduced. (Go to “Campaign Messages” to get more information). When this box is not selected, all calls will be transferred to agents and they will be able to leave a message to clients.

Work Groups: Formed by specialized people dedicated to develop one task leaded by a supervisor. According to the organizational example, systems areas consist of different groups, such as technical support, infrastructure, telecommunications, development, etc.

Wrap-Up Time: Time between ending a call and generating other; the system will not transfer calls to agents during it.



SHORTCUTS

Alt + 1 = In action menu, chat with supervisor.
Alt + 2 = In action menu, unavailable.
Alt + 3 = In action menu, manual call.
Alt + 4 = In action menu, call history.
Alt + 5 = In action menu, unavailable history.
Alt + 6 = In action menu, password.
Alt + 1 = In call menu, call disposition.
Alt + 2 = In call menu, hold call.
Alt + 3 = In call menu, finish call.
Alt + 4 = In call menu, keyboard.
Alt + 5 = In call menu, blind transference.
Alt + 6 = In call menu, assisted transfer.
Alt + 7 = In call menu, mute.