Genesys Compact Edition (GCE) R1.1 OXE and SIP Glossary

Genesys Compact Edition (GCE) R1.1 OXE and SIP Glossary

Direct Questions and Comments to Bernard Lhuissier

2 GCE 1.1 Glossary Ed01

Table of Contents A ...................................................................................................................................................... 3

B ...................................................................................................................................................... 5

C ...................................................................................................................................................... 6

D ...................................................................................................................................................... 8

E ...................................................................................................................................................... 9

F ..................................................................................................................................................... 12

G .................................................................................................................................................... 12

H .................................................................................................................................................... 13

I ...................................................................................................................................................... 14

K .................................................................................................................................................... 15

L ..................................................................................................................................................... 16

M .................................................................................................................................................... 16

N .................................................................................................................................................... 17

O .................................................................................................................................................... 17

P .................................................................................................................................................... 20

Q .................................................................................................................................................... 22

R .................................................................................................................................................... 23

S .................................................................................................................................................... 24

T ..................................................................................................................................................... 27

U .................................................................................................................................................... 29

V .................................................................................................................................................... 29

W ................................................................................................................................................... 30

Genesys Compact Edition R1.1 3

April 2012 Ref: 8AL020043349TCASA Ed01


A

Abandoned Call

The caller is routed to a service/segment but not answered by an agent or resource because the caller hung up or was disconnected also referred to as lost calls.

Activation Flag

This flag allows a supervisor to activate or not a given skill of an agent. When a skill is deactivated the agent appears to not have any skills. The agent can, if granted the right to reactivate this skill via the phone set.

Activity Report

A historical report’s Type, presenting the evolution of counters during a time slice based on granularity. The header of the table is the object name, and the table contains one line per time slice where the duration of the time slice is the granularity.

Administrator

One of 5 profiles pre-defined in GCE for easy set up. An individual within the contact center responsible for configuring and technically managing a contact center typically requires a PC for Admin purposes. It is unlikely that an administrator would be called upon to answer calls. However, a supervisor or contact center manager could also be an administrator.

Advanced Integration Connector

The Advanced Integration Connector contains the right to use license enabling the use of Universal SDK custom development associated with an agent desktop application. This is typically development with agent-based interaction processing capabilities plus statistics and configuration capabilities associated with the agent and resources (queues, agent groups, etc.) the agent is associated to. Another example is an application which needs to synchronize (at the desktop) its configuration data with the GCE platform.

Agent

A general term for someone who handles contacts in a call or contact center. The individual belongs to a group of agents or a skill group and is known to the system by their login ID. Also known as, customer service rep (CSR), telephone sales or service rep (TSR), rep, associate, consultant, engineer, operator, technician, account exec, team member, group member, customer service professional, staff member, attendant and specialist.

Agent Connector

The Agent Connector contains the right to use license enabling the use of Universal SDK custom development associated with an agent application to control the agent’s status and availability, as well as, control and manage any type of interaction that the agent is processing. This Connector is not required if the customer has purchased GAD or GCE Workspace or CRM GPlus Adapters only if the customer requires a specifically designed/created desktop or CRM integration

Agent Desktop (AD)




A browser based application (true thin client with zero footprint) optimized for multi-media contact centers, which provides as single, unified and streamlined graphical interface allowing agents to simultaneously manage multiple multimedia interactions.

Please have a look at new desktop application, GCE Interaction Workspace.

Agent Group

Reference resource group

Agent Login ID

An nn digit number assigned to an agent for a "free seating" mode. The agent enters their login ID when logging in at an OmniPCX Enterprise (OXE) phone designated as an ACD Pro Set and/or an Agent Desktop soft-phone. Agent’s can also login to the system with their ID to business sets, mobile and SIP phones with DTMF entry by dialing into a GCE pre-defined service entry point with Visual IVR prompting. If logging into GCE SIP the ID’s are entered via the supported agent desktop or SIP phones. Agent logins are required for all agents monitored by the system. Agent stats are collected and managed by Agent ID number.

Agent Status

Type of contact center activity an agent either performed or is engaged in performing. The mode/state an agent is in (available, unavailable, wrap-up, etc.) The action of entering a state generates a record that is stored and managed by a database.

Alarm

Event generated and delivered to Visual CC (reference Visual CC) when an established threshold for calls, agents, queues, etc. is exceeded.

Alcatel- Lucent Applications Partner Program

A program created by Alcatel to encourage and support the development of applications by strategic partners for the express purpose of interfacing and enhancing existing Alcatel systems.

ANI Qualification Collector

One of the qualification collectors included in the qualification navigator. This collector enables use of automatic number identification (ANI) as qualification criteria.

Answered Call

Inbound or outbound (distributed or private) calls that are answered by an agent and the agent actually spoke with the caller. Previously known as served/handled and sometimes received.

Answered and Abandoned

The standard terms in the industry replacing served and non-served - reference answered and abandoned calls for details.

Application Blocks

These are modules built with Genesys SDKs to demonstrate suggested functionality and use case best practices. Available blocks are: Interaction SDK, Platform SDK and Genesys Desktop

Assigned Agent

At the point of agent configuration a supervisor/team leader assigns a group to an Agent ID. Therefore, all agents by default belong to a group and when logging in automatically inserted into the pre assigned group.




Attached Data

Data collected at the service (object) entry level of the navigator, such as ANI, IVR etc. and appended to the contact record – voice or emal. The data is used to present information about the contact when required, such as, phone displays, PCs, reporting, etc.

Authorized Phones

Phones that can be used either by an agent or a supervisor (reference GCE R1.0 Features list, for the details of supported phone sets), provided they are established correctly by the OXE management administrator. This set up allows specific router behavior, which is only enforced when the agent/supervisor logs in.

Automatic Number Identification (ANI)

Also known as, Caller ID - a feature that passes a callers telephone number over the network to the receiving location so the caller can be identified. Caller ID is the local telephone version of ANI. The information is used to profile a call and route accordingly.

Available

This is an agent state indicating that an agent is available to take calls and in terms of statistics will not include any other state time in calculations, also referred to as ready on the agent desktop.

Averages

A general heading found on all historical reports encapsulating multiple columns all of which present calculated averages. Averages are typically used to gauge the average amount of contacts managed or processing duration.

Average Speed of Answer (ASA)

The average amount of time it takes for a resource to answer a contact. The calculation is the total queue/wait duration divided by the total number of contacts answered.

B

Blocked

Specific closed state of a segment caused by an accidental closing. A closing being a consequence of a non-explicit action that put the segment in a blocked state: 1)logoff of last agent in an agent group, 2) secondary direction of closing of the resource group, 3) a queue on closing of the last agent group, 4) a primary direction on closing of the queue

Blocked Segment

Definition for blocked plus a segment is blocked when no corresponding downstream resources are available or if all addressable queues are saturated

Blocked Service

A service is blocked when all addressable segments are blocked.

Bootstrap (reference Universal SDK)

Bootstrap methods are computer-intensive methods of statistical analysis and a method of calculating errors using only the data at hand as a distribution.

Bouncing Customer




Term for the contact center problem of transferring callers from one agent to another until the right one is reached who can appropriately handle the contact.

Broadcast

The term used to describe the number of customers that can simultaneously access a voice announcement.

Business/Mobile Agent

These agents are not declared in the OXE system. The contact center features are controlled by the GCE T-Server. The T-Server controls the logins for the phone sets and the phone sets are not considered Pro ACD. Supported phones are: DECT, Mobile IP Touch 310/620, Mobile GSM/PDA/Home Phone, SIP Devices 4008 EE and 4019 EE also IP touch 4028/4029, 4018/4019, and 4008. A different feature is supported on GCE SIP server option.

C

Calendar

A weekly calendar specifying for segments/queues and services (open/close only) which rule needs to be applied and at what time for purposes of opening and/or closing the object. The calendar selections can be activated or deactivated.

Calls

A term used to identify voice media contacts and used throughout GCE when managing configurations, reviewing real time information, and analyzing historical reports.

Call Blending

A term related to the ability to combine 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. NOTE: Reference GCE OXE Outbound product description for GCE blending description.

Call Detail Record (CDR)

A call detail record is a record of the entire history of each contact as it progresses through the contact center. It contains standard and application specific information. The standard information includes time stamps, ANI, DNIS, and agent directory numbers. The application specific information is transparent to the contact flow management system. This can be used to send customer records that are associated with a contact to another agent to perform another procedure in the servicing process. This information is obtained via the optional reporting connector ICON.

Call Management System

Software used to track customer and contacts coming into the contact center or help desk.

Call/Contact Profile

A term used to define a segment setting list, consisting of parameters, which identify the contact and/or the purpose of the contact. A segment list is defined by: calling number, called number, an agent directory number, call tag, email address, etc. It is




the result of qualification (collectors) plus segment attributes all stored as attached data.

Call/Contact Router

An Application that is comprised of a class of programmed telephony solutions that automate the routing of inbound telephone calls.

Call/Contact Selection

Contact selection takes place when all agents are busy and one agent becomes available. The contact that is next in the queue based on the priorities represented in the matrix or skill selection is forwarded to the selected agent.

Call/Contact Selection and Resource Selection Routing

This is the process through which queued contacts are extracted from the queue and assigned to their resource groups.

Caller ID (CLID)

Refer to ANI

Capacity Rules

Rules used to establish the media (single or multiple) that an agent is allowed to manage when logged into the GCE system. The three rules are: voice only, email only, voice or email.

CCIVR

Alcatel-Lucent external IVR (Interactive Voice Response) designed to function with the OmniPCX Enterprise and the GCE contact center product line. The CCivr allows enterprises to create reliable contact center and interactive voice response (IVR) solutions, including the ability to interface to backend databases and enable speech recognition interfaces if required.

Client

These are devices and/or software that requests information. Clients are objects that use the resources of another object. A client is another name for a PC on a LAN. Could also be a customer contacting the contact center for service, sales, etc.

Closed

A service, segment, queue, resource group, etc. is closed as soon as it is no longer taken into account by the routing mechanism. A Closing can be decided either manually by an agent or supervisor, or by the system when activating a calendar rule.

Collectors

A new term associated with the devices that collect and act upon information at the stage of qualification or at the Service entry level. A collector could be Visual IVR, caller id - ANI or DNIS. This is basically the ability to collect and attach data to the contact record.

Computer Supported Telephony Application (CSTA)

A standard developed by the European Computer Manufacturing Association (ECMA) for linking computers to telephone systems. Basic CSTA is a set of API messages agreed upon by the ECMA.

Computer Telephony Integration (CTI)

A term for an interface that enables the connection of a computer (single workstation or file server on a LAN) to a telephone switch (PBX or ACD) and allowing the computer to




issue to the telephone switch commands via messages (Alcatel uses CSTA other Vendors may use proprietary) that are understood by the switch to move calls around.

Configuration Window

This is the Visual CC system parameter configuration window providing a standard and consistent method of configuring all GCE objects.

Consult

An agent state signaling the ability to speak with a third party while the first party is on hold. In a contact center typically it is the agent contacting and speaking with another employee, i.e., supervisor, agent, enterprise user, etc., while the caller is holding. Subsequent to the consult discussion, the agent may conference in the caller and/or transfers the caller to the individual consulted. All consult actions whether transferred or not are included in the consult statistic. Also referred to as enquiry/inquiry.

Consultation

A feature, which allows an extension to place a call on hold while speaking with another call. The idea is consulting with someone while you have someone else on the phone.

Contact Center Distribution (CCD)

An OmniTouch CC Standard Edition application defined as the Alcatel-Lucent ACD and embedded within OXE Call Server. In GCE context, CCD is only used for Back Up.

Counter

In general a metric presenting a total number of measured statistical interactions, which is a figure related to the activity of a given object for a specific date or time slice. In reporting specifically an overall column heading for numbers, such as number of contacts received as opposed to duration, average or percentage, which are also overall column headings.

Customer Interaction Management (CIM)

The Genesys software platform is the core of the solution that routes and processes interactions across the enterprise, connecting customers to the right resource the first time. This platform is the base/infrastructure supporting the various Genesys services and processes.

Customer Relationship Management (CRM)

This is a name/description for putting SW, HW and networking in place that improves a company's interactions with its customers. This includes: customer touch functions such as, field sales (26%), marketing (24%), call center service (23%), distributor sales (4%), field service (2%) online sales (2%) and others (11%).

Customer Service Representative (CSR)

Refer to Agent.

D

Database Driven Routing

Databases can be queried to qualify/segment the inbound interactions. Refer to DB qualification collector.

DB Access

This is a Visual IVR configuration block instructing the IVR to access an external database. Database Access allows a read and write process.




DB Access Qualification Collector

This is a qualification navigator configuration parameter, which enables DB look up as qualification criteria.

Dialed Number Identification System (DNIS)

A feature of 800 or 900 lines that provides the number the caller dialed to reach the attached system. Using DNIS one trunk group can be used to serve multiple applications. The number can be provided in-band or out of band or via a separate T1 channel. A DNIS number equals a service.

Direction

The direction a contact is instructed to take based on collected/qualifying information. Possible directions are: service to segment, segment to queue, and / or queue to resource group.

Directory Number (DN)

A Nortel term used to define a unique phone number, which is automatically assigned to each telephone during system startup.

Dissuasion

If a standard queue becomes saturated, new contacts attempting to enter that queue will be re-routed to a dissuasion queue that will route the contact to internal resources, such as voice mail. The intention of a dissuasion queue as opposed to overflow is that there is absolutely no other choice available to provide a real time response to the caller. This is referred to as redirection in North America.

Dual Tone Multi Frequency (DTMF)

This is a term describing pushbutton or touchtone dialing. When a button is pushed it makes a tone, actually a combination of two tones - one high frequency and one low frequency.

Dynamic Group Login

Upon login an agent is automatically assigned to a group pre-determined by supervisor or team leader via the agent configuration interface.

Duration

This is an historical report general heading encapsulating multiple columns all of which present time durations. Durations are required to understand the total time it takes to perform specific operations/states.

E

Efficiency

The percent of calls answered - the caller spoke with an agent - as compared to the total calls received by the segment

Electronic Mail (Email)

1) Private messages sent by one user electronically to another via computer.

2) Messages usually text sent from one person to another via computer, E-Mail can also be sent to large numbers of addresses automatically.

Email Acknowledgement Message




An automatic message sent in response to an email, acknowledging receipt of the message and typically it includes a statement re: time frame for official response. The selection to send or not send this type of message is optional and is defined either at service or segment level. If defined at both levels, Service definition only is applied.

Email Advanced Interaction Management

These are Visual CC configuration parameters, which enable supervisors to manage pending emails that are waiting in a queue.

Email Agent Capacity Rules

A set of rules established to enable a supervisor to select which form of Media the agent will be responsible to manage during their login session. In addition, at login or at any time during their session, agents can select which media they want to accept among those allowed by the capacity rule. The Capacity rules are: email only, voice only, and email or voice.

Email Agent Work-bin

After opening a received email, an agent can decide to postpone the processing of the mail by saving it (or a partial response) as a draft. The corresponding draft repository is referred to as the agent work-bin.

Email Archive

After a preset time, historical emails are no longer available online from the interaction history. They are stored manually or automatically to an archive database.

Email Auto Processing (Answer, Copy, Redirection, Response)

The ability to automatically process a response to an email transaction according to parameters established using the email tab from the Visual CC configuration interface. The parameters are available at the service and/or segment level and can be applied only once.

Email Backlog

Prior to entering a queue, emails can wait in the system even if segments are closed or blocked. The emails wait in an email “backlog”.

Email Classification

Emails must be characterized before being routed to an agent. The action of determining the purpose of the mail, the profile of the sender, etc, is referred to as classification.

Email Closing

Once determined that an email response is complete (whether the email was answered or it did not need an answer), the agent will need to close the email. A reason code for closing may be entered, i.e., if no reply is required perhaps a "thank you" message could be sent.

Email Consolidated Media

An Agent User Interface that is enabled to manage all contact center interactions and to allow the presentation of customer's data along with all history of the customers contacts regardless of media.

Email Database Pruning

This is a process (manual or automated) that erases the oldest messages in order to avoid database saturation.




Email Draft Management

Allowing supervisors the ability to manage and if necessary act on pending emails that were placed in the draft mode within an agents work-bin.

Email Forwarding

An email can be transferred or forwarded by an agent. This action will distribute the email for additional processing. Possible forwarding destinations are: another agent or an external agent.

Email Interaction History

Agent Desktop application allowing access to past interactions from a window tab called Interaction History. Emails sent and received are available as accessible interactions (refer to Agent Desktop).

Email Knowledge Manager Interface

This is a specific component of the agent email user interface that enables management of Email Standard Responses.

Email Maximum Processing Time

This is a value that is established at the service configuration level. This value is the maximum amount of time an email will wait prior to an answer or close, and if the maximum is reached an alarm is registered.

Email Multiple Answer

An email may have several questions, which need to be partially answered by several agents. This is referred to as a multiple-answer email.

Email Notepad

An agent can associate a text area (notepad) to each email in which comments are noted and only accessible to internal users (agents, coaches). It can also be retrieved in real time when an email is forwarded to another agent

Email Pull Mode

Visual CC users, using Email Supervision Desktop function can select pending emails to review or manage that are filed in a queue or in an agent workbin.

Email Push-Mode

Emails are automatically presented to an agent as soon as the agent is available. In this case, the agent does not select from waiting emails.

Email Qualification

Similar to voice contacts emails must be qualified prior to routing. The qualification process involves screening rules (reference screening rules) which segment the email contact and determine the routing logic.

Email Redirection

An email can be redirected to an external expert enabling the ability to add or finalize comments outside of the contact center before returning the email to the contact center for final transmission to the initiator The incoming email is sent to an external address. In the current release, the email is considered as terminated.

Email Reassign

This is the ability for a supervisor to pull an email from one agent and re-assign the email to another agent for processing.




Email Rerouting

An email that reaches the Contact Center by mistake, i.e., wrong mailbox, requires re-route to another address, with the option of changing the sender's email address by adding a new “from” field. If this type of re-route happens, the email is considered out of the contact center.

Email Screening Rule

An email specific "collector" based on keyword search in various email fields and based on predefined rules created via the Knowledge Manager interface.

Email Standard Response Library (SRL)

Repository of standard responses prepared by a supervisor and available to an agent when editing an email answer from their desktop

Email Transfer

This is the same as forwarding in email.

End

This is a Visual IVR configuration block indicating the exit point of the script.

Estimated Waiting Time (EWT)

Real time estimate of an incoming call wait time while in a queue. This estimate can be announced as a range, i.e., “you have between 2 and 3 min waiting time” or as a defined value, i.e., “EWT is 2 minutes".

Explorer

This is a tree/folder containing GCE objects, which are accessible from a windows explorer.

F

Fixed Agent

The opposite of free seating, an agent is associated with an ACD Pro phone set. If this option is selected from the OXE administration the phone set is dedicated to the specific agent.

Forced

An action performed automatically by the supervisor to force an agent into ready state or login/out state.

Free Seating

A term associated with the ability for an agent to use any phone configured within OXE as an ACD Pro phone. The agent is required to login with their ID and optionally password at which point the phone assumes the agent’s profile.

G

General Forwarding

Reference Service General Forwarding\

Genesys Agent Desktop (GAD)

GAD is a web-based application that contact center agents can use to perform online communication tasks, manage contact history, and handle multi-media interactions.




Easy to deploy and use, Genesys Agent Desktop (GAD) offers significant personnel productivity benefits and provides a simple and easy pathway to CTI and CRM integration.

Genesys Agent Desktop .NET SDK

A toolkit created for use with Microsoft.NET software, which is used for connecting information, people, systems, and devices. This is a development toolset for building a rich custom agent desktop application providing agent access to Multi-Channel routing services

Genesys Compact Edition (GCE)

OTCC Premium Edition has been rebranded as Genesys Compact Edition, also referred to as GCE. Ease-of-use is one of the key success criteria of a mid-market contact center and therefore the Visual CC, which is the cornerstone of the solution, remains the all-in-one user interface for configuration, routing, real-time monitoring and historical reporting.

Genesys Compact Edition (GCE) OXE

The version of GCE available with OmniPCX Enterprise connected via IP with RSI messaging used for agent and contact status enabling contact routing.

Genesys Compact Edition (GCE) SIP Server

The Genesys SIP Server component in the GCE solution, acts as the foundation layer to a multiplatform, open environment and with room to accommodate other media types in the future. SIP will also facilitate extending the contact center to home agents and collaboration between the contact center and the back office.

Granularity

This is a period of time beginning with 15 minute intervals or periods.

Graphical User Interface (GUI)

A description of a PC interface probably originated by Microsoft, which allows users to get in and out of programs and manipulate the commands in those programs by using a pointing device. Microsoft’s definition: "GUI is a visual metaphor that uses icons representing actual desktop objects that the user can access and manipulate with a pointing device."

Group Skill Mapping

This is the traditional method of routing a call/contact to agents within a contact center. Agents are assigned to one group that includes other agents with similar skills, e.g., sales - a group of agents all handling a sales call. The routing system will look for an agent in the group based on the group selection criteria - such as longest ready.

Genesys Voice Platform (GVP)

A market leading open standard based next generation voice platform software that runs on off-the-shelf hardware. Applications written in VoiceXML Extensible Markup language invoke touchtone and automatic speech recognition responses.

H

Handled Time

The total amount of time an agent was involved with an inbound or outbound call including talk, wrap-up, and hold/consult if/when associated with the calls.




Historical Statistics

The reporting package used by contact center personnel to analyze the statistics associated with time frames that are not in real time. Historical data are information accumulated for time periods previous to the current time period, beginning with the last 15 minutes up to multiple years. The statistics are stored in a database for retrieval at the convenience of the CC personnel.

Hold/Held

Hold/Held time and/or calls are associated with an agent actually placing a call on hold and there is no other activity taking place at their DN, such as transfer or consult - it is simply when an agent presses/selects a hold button. The period of time a call is on hold will also be included in the total handled time associated with a call.

I

IMAP4

This is the most recent standard protocol for dialog with a corporate mail server (alternative to POP3).

Inbound Call

This is a call that was initiated by someone outside the contact center and is directed to the GCE Router or directly to the agent, i.e., a private call, for call handling.

Individual Skill Mapping (ISM)

The system finds the best match between skill expectations set on the segment by configuration only and the available downstream resources. This GCE capability enables the administrator to balance between performance (minimize customer wait select less skilled agent) and quality (skill adequacy primary importance) for each ISM segment ensuring the system targets the best match. As a result the system is easier to understand and allows knowledgeable configuration, monitoring and reporting on ISM.

Interaction History

Genesys Agent Desktop allows access to past interactions from a window tab called Interaction History. Emails sent and received are part of such accessible interactions (refer to Agent Desktop).

Interaction SDK (Agent Desktop)

This is one of the application blocks used for agent desktop development interface design to support interactions across any media Development capabilities include: Agent Bootstrap, Agent to Agent Group, Agent Simple Open Media Interaction Handling, Agent Complex Open Media Interaction Handling, Media Bootstrap, Media External Service & Interaction Submission, Queue Monitoring.

Interaction Segment

This is an entity within the GCE router that qualifies the interaction and drives how it will be processed further down-stream. It typically answers the questions: "why the customer is willing to contact us" and "how should we handle this request”.

Interaction Selection

This is related to call and resource selection modes.

Interactive Queuing (IQ)




The ability to offer a contact the opportunity to leave a queue due to long wait times, and if the contact elects to re-enter the queue their place in queue is not lost.

Interactive Voice Response (IVR)

AKA VRU (Voice Response Unit) - An IVR is a voice computer. Where a computer has a keyboard for entering information, an IVR uses remote touchtone and sometimes speech recognition, where a computer has a screen for presenting results an IVR uses snippets of recordings of human voice or text to speech (TTS). Recordings are used for repetitive messages. Only limitation, cannot present as many alternatives on a phone as on a screen. With an IVR the menus need to be presented in smaller/cascading chunks.

Internal Calls

These are calls that agents make to other agents. If a transfer or consult is associated with the internal call than it will be pegged as a transfer or consult not an internal. This is a situation where the agent called other agents to talk and the originating agent was not involved with another call.

Interaction Workspace

This new desktop is gadget-based, includes soft phone call control, allows multimedia conversation blending, and includes an interaction bar. An alternative to GAD for inbound and email.

Intersections

This is a generic term indication that there are intersections between services / segments, segments / queues, queues / groups.

IVR Block

This is the name for the blocks in the Visual IVR.

IVR Connector

The IVR Connector (per port) contains the right to use license enabling the use of Universal SDK custom development associated with 3rd party IVR’s to communicate with Genesys by providing out-of-the-box IVR integration (IVR Drivers) to industry leading IVR vendors e.g., IBM, as well as custom 3rd party IVR integrations.

IVR Group

This is a group of IVR ports. They are used for connection with external IVR not the OT GCE Visual IVR.

IVR Qualification Collector

This is a configuration option in the qualification navigator enabling use of Visual IVR interactions as qualification criteria.

IVR SDK

This is a toolset created to enable the interface and connectivity to Interactive Voice Response Systems other than CCIVR or GVP.

K

Key Performance Indicator (KPI)

A key performance indicator is one of the important elements in system performance review concepts. It can be used as a controlling factor for goal achievement; in the sense that indicators are developed at critical stages to ensure that the contact center




is on track to meet its goals. KPI's in a contact center may be: SL, % Abandoned, % Occupancy, etc.

L

Link

In the case of GCE, a link refers to the connection between IVR blocks.

Login

This is the action of an agent signing on to an ACD Pro Set with a unique ID or if fixed sitting with the extension of the phone. Once signed in the GCE Router is advised of the action and adds to the list of active agents. Login is a generic term for signing onto both phone and PCs.

Login/ Logout Period

This is the working session of an agent between entry into the GCE system and exit.

Logout

This is the action of an agent signing out of their ACD Pro Set removing themselves from the GCE Router agent list. Logout is used for both the action of signing out of the phone set and signing out of PC applications.

Longest Ready Time (LRT)

To receive a call or contact an agent must be in the Ready state. One of the parameters used to select an agent for a call/contact is based on the agent that is in the Ready State the longest period of time. This is considered one of the fairest methods employed when selecting an agent from an equally skilled pool or group of agents.

M

Maximum Ready Time

"Ready time" is the time an agent spends in the ready state available to take another call. The maximum ready time is associated to the longest amount of time any one agent in a specific resource group spent in the ready state subsequent to completing a call.

Maximum Waiting Time

Maximum time an interaction can wait in a queue. If the expected waiting time is greater than this value, the queue is considered "saturated".

Media Blending

This is the technology that allows contact center applications and related systems to both send and receive contacts from a variety of media channels, such as telephone, email, etc.

Media Blended Agent Desktop

The ability to present voice and email transactions to a single User Interface on an agent's desktop, i.e., regardless of media - voice or email - the agent has the ability to manage either transaction from one desktop application.

Media Blended Routing

This is the ability to combine the routing creation and presentation of more than one media, i.e., representation of voice and email routing in one User Interface.




Metrics

A metric defines what and how certain interactions should be statistically measured within a contact center. The metric categories are: counter, duration, average, and percentage and each metric consists of 4 attributes: a) contact center actions, e.g. call ringing, b) type of contact center object, e.g. agent, c) algorithm of statistic calculation, e.g. average value d) calculation constraints, e.g. time interval

Mobile Agent

AKA Nomadic agent - the ability for an agent to be located anywhere (ACD Pro Set or soft-phone) yet have the ability to logon to the distribution mechanism being recognized as an agent and available to accept contacts.

Move Add and Change (MAC)

A standard term used in telephony referring to addition, modification or deletion of a resource on a PBX.

Multi-Stage Queuing

This is a term typically used in call centers to indicate queued calls can look for multiple groups at any and all times. It is the ability to array a number of agent groups in a routing table. The notion of multiple agent groups being addressed may mean that the system may be able to "look back" and "look forward" as it searches for a free agent in the right group to take the call presently holding. By looking back and forward the system considers all agents in all groups equally unless otherwise stipulated by agent definition.

N

Navigator

This is a window to visualize segments / queues / resource groups. The viewing and access concepts are similar to OT Standard but updated with a more contemporary look and feel.

NOE

This term pertains to the Alcatel-Lucent IP Touch phones and is an abbreviation for New Office Environment.

Not Ready

The term used on the Genesys Agent Desktop to advise that the agent is unavailable to accept a contact.

O

Object

Contact center item configured via the Visual CC and available in real time and historical reporting presentation, i.e., an agent, a resource group, a segment, etc.

Observation Period (OP)

The period of time representing the real time statistics that is presented to the supervisor on the Visual CC. The duration is fixed at 60 minutes.

Occupancy Rate




This is the percentage of the scheduled time that agents are actually handling calls or after call wrap-up work, as opposed to waiting for calls.

Off-Hook

When the handset is lifted from its cradle it is off hook. When lifted, the handset on many phones the hook-switch is moved by a spring and alerts the CO that the user wants the phone to do something like receive an inbound call or dial an outbound call. The term originated when the early handsets were actually suspended from a metal hook on the phone.

OmniTouch Contact Center (OTCC) Standard Edition

A voice only call center solution embedded in the OmniPCX Enterprise server.

OmniTouch Contact Center (OTCC) Premium Edition

The Alcatel-Lucent multi-media all-in-one contact center solution renamed to Genesys Compact Edition (GCE).

On-Hook

When the phone set is resting in its cradle. The phone is not connected to any particular line only the bell is active. This is the normal inactive condition of a telephone system terminal device.

Open

A service, segment, queue, resource group or a direction is open as soon as it is taken into consideration by the routing mechanisms. Opening is the corresponding explicit action. It can be decided either manually e.g., by a supervisor, or by the system when activating a routing rule.

Openness

A term no longer used to describe specific applications available in Genesys Compact Edition. All openness pack components are re-named to Universal SDK and connectors.

Outbound Call Progress Detection (CPD)

Technology used in outbound dialing situations in which the person or object that answers an outbound call is determined by a computer device. CPD equipment analyzes the sounds on the receiving end of the phone call and determines what has answered the call, if answered. Result codes reflecting the outcome of the outbound dialing are handed off to the outbound calling software for determination of the next step in the outbound calling process, AKA Voice Activity Detection (VAD).

Outbound Calling List

This is a list of the recipients that need to be contacted for a campaign or multiple campaigns. The list contains the name and phone number of the individuals that need to be contacted.

Outbound Campaign

This is typically a marketing promotion for a product or service, which is directed at a specific group of customers to entice them to purchase the products and/or services. Managing the campaign involves coordinating the activities such as market segmentation and telemarketing with collateral information and agent scripting. The agent scripts pertaining to the product being marketed are presented to the agent along with the call so the agent is aware of customer information and product information

Outbound Detection




This is the term that is used to indicate whether a device or a human voice answered an automatically dialed outbound call. A detection method must be able to distinguish amongst the variety of devices and tones that can be at the end of a voice line, e.g., answering machine, fax, pager, voice mail, busy tone, re-order tone, etc.

Outbound Do Not Call List

The United States implemented the National Do Not Call List, which allows individuals to choose if they wish to receive Telemarketing Campaign calls at home. All outbound telemarketing systems sold in the US must comply with the regulations associated with this list.

Outbound Dropped

A call eliminated from a call list due to the expiration of specific timers.

Outbound Estimated Time to Complete

A timeframe established to determine the amount of time it will take to complete an outbound campaign.

Outbound Hit Ratio

This is the rate of answered calls as compared to the total number of calls initiated in a campaign.

Outbound Next in Chain

This is an outbound application process used when calling a customer with multiple phone numbers. The next number in the list will be called immediately by dialing the next chained number.

Outbound Pacer Algorithm

An automatic dialing program which places outbound calls and uses statistical modeling to start dialing the next call before an agent is free to handle it according to the calculated probability that by the time the call has been answered, an agent will be available to speak with the customer.

Outbound Predictive

A type of outbound dialing system that dials outbound calls and delivers only answered calls to agents. When the dialer detects busy signals, answering machines or ring no answer, it puts the number back in queue.

Outbound Preview

This is an automated system which shows the details of the next person to be called on an agent's screen. The agent can then allow the preview dialer to automatically place the call, or can skip these details and view the next contact's details.

Outbound Private

A call that is manually initiated by an agent from a contact center extension and the associated statistics are logged as outbound private.

Outbound Progressive

An automated dialing system which places outbound calls when there is an available agent. A progressive dialer does not anticipate when an agent will become available, like a predictive dialer, but waits for an agent to be available before initiating the automated dialing process.

Outbound Redial




The call will be repeated a certain number of times based on a callback cycle and established timeframe.

Outbound Script

The agent script corresponds to an online questionnaire which is presented when the agent is connected to a customer who was contacted by an active campaign. The script is typically designed to coach the agent on what to say to the customer to ensure the product/service is represented accurately and consistently.

Outbound Stale

A term used to indicate timers have elapsed, e.g., call records remain on an agent desktop with no activity.

Outbound Special Information Tones (SIT)

These are tones sent out by the Telco central office for identifying network provided announcements, such as intercept, reorder, no circuit, etc.

Outbound Voice Activity Detection

A term used to describe the OmniPCX component that is used to detect and distinguish devices at the end of the phone line. This is similar to an outbound call progress device.

Overflow

If a queue becomes saturated, new contacts attempting to enter that queue will be re-directed to destination resources, typically located outside of the physical location of the PCX, i.e., to an Outsourcer.

Overrun

A new term introduced with GCE to define the unique ability to purchase additional agent licenses that will be reserved for the occasion when the contact center is experiencing a peak in calls and more than the originally purchased number of agents need to simultaneously login. The purchase of overrun enables a 30% increase of agents during any 10 days per year.

OXE

This is an acronym for OmniPCX Enterprise. This is the Alcatel IP Communication Server for mid to large segments.

OXE Agent

The agent’s phone set is declared in the OXE system and contact center phone features are provided via the OXE call handling control. The OXE controls the logins entered on the phone sets and they are referred to as Pro ACD devices, i.e., 4038/4068 – IP Touch, 4069 - TDM, 4037 –IP phone, 4035 - TDM and 4004 – analog.

OXE Outbound

Official name for the GCE outbound application that provides the ability to automatically deliver calls made by an agent or a system to an external number and once answered if not initiated by the agent route the contact to an available/skilled agent.

P

Password




This is the ability to associate a password with the agent login ID, to authenticate the user at the phone and/or Genesys Desktop level.

Pause

This is a state that the agent can automatically be placed in after a call release. Typically it is a very short period of time and is intended to give the agent an opportunity to breathe between calls in a very busy contact center. It is not and should not be considered Work or wrap up. The supervisor at the segment level configures this state.

Percentage

This is an historical report general heading encapsulating multiple columns all of which present calculated percentages. Percentages are typically used when comparing a subset of a CC statistic to the high level statistic, i.e., % time in unavailable is calculated total time in unavailable divided by total logged in time.

Place

It’s used for Agent Place or Place number. It defines media including authorized phone set for an agent.

Platform SDK (Agent Desktop)

This is a Genesys application building block including: Warm Standby .NET and Java, SIP Endpoint .NET, Configuration Layer Access .NET and Java.

Play Menu

This is the visual IVR block that plays a voice prompt and proposes options selectable by DTMF or touchtone input.

Play Prompt

This is the visual IVR block that plays a voice prompt.

POP3

Standard protocol used to access a corporate mailbox. This is one of the possible protocols used by the email contact center to poll emails from the corporate Email system.

Preferred Resource Group

Default resource group to which the agent will be assigned when logging on.

Presentation Announcement

Once an inbound call is accepted, a specific voice announcement defined at the segment or service level can be played immediately and prior to routing the call. If already played at service level, no greeting will be played at segment level.

Priority

This is the ability to specify the path priority of the Routing logic. It is defined between segments and queues, as well as between queues and groups.

Private Call

Reference private Inbound /outbound

Private Inbound / Outbound

Calls presented / received include answered and not answered – inbound and outbound - to an agent’s private/personal Multi Line Extension (MLE) or Directory Number (DN) (refer to terminology section for description). The distribution




mechanism does not manage a private call. Also, a private call can be made and answered on an agent’s contact distribution extension. GCE will track all outbound calls as private and if an inbound call is answered by the agent but not delivered by the distribution mechanism it is considered private inbound.

Pro ACD

Reference to an authorized agent phone set established via the OXE management tools and note this term is used when CCD is implemented as back up.

Pseudo Queue

Interactions will not remain or park in these queues, they are designed as special queues to allow the interactions to "pass through" only i.e., dissuasion or overflow.

Publication Mode

The delivery methods of an historical report to an end point either a printer or a drive.

Q

Qualification Collectors

Name of the block representing the point at which qualification is activated in the Visual CC "qualification" screen.

Qualification Conditions

Criteria that drive interactions towards segments based upon qualification collector results.

Qualification Navigator

This is the Visual CC window presenting services / qualification collectors & conditions / segments.

Qualifying

Selection of the segment by using interaction collected data, such as, caller number, calling number and/or business data through IVR lookup. For mail interactions the keyword found in the different mail fields.

Queue

This is a stream of calls/contacts/tasks waiting the availability of a resource or a staging area where interactions wait for a resource to become available.

Queue Filling Index

Indicates the status of a queue used by the primary and the upstream secondary distributions also refer to saturation.

Queue Selection

This is the process through which inbound calls on a given segment are distributed to the authorized queue. It references the whole process whereas segment distribution references the subset applicable to a given segment.

Quick Look Historical Reports

Reports accessed from the Visual CC providing most significant historical statistics that can be viewed quickly in lieu of creating an Excel report.




R

Ready

The state represented on the Genesys Agent Desktop to indicate that an agent is available to accept a contact. In terms of statistic tracking not ready is included in unavailable.

Reason Code

The ability for an agent to select a code from a pull down menu on the phone which is related to the reason they entered the not ready state, i.e., break, lunch, meeting, etc.

Received

Inbound or Outbound, CC or Private calls, presented to a service/resource regardless of answer status, i.e., includes calls that are actually answered by a resource and abandons or calls that disconnected from the original ringing source either segment or agent, AKA Offered.

Received Not Answered

CC inbound or outbound calls presented to an agent but not answered. Typically these are calls that rang at the agents DN but were ignored, picked-up, or agent walked away and left their state in ready.

Record

One “line of data” contained in one table of the reporting database. One record contains counters on a given object for a given time slice.

Recording Connector (Available with GCE OXE Version only)

The Recording Connector contains the right to use license enabling the use of Universal SDK custom development associated with monitoring of switch resources especially to trigger 3rd party call recording and/or its indexing systems. The connector is needed to connect Genesys Compact Edition platform to 3rd party Call Recording Solutions.

Refresh Frequency

Frequency at which updates are sent to the supervision PCs, default and only setting is 3 seconds.

Report

The end result of an Excel Template, which was selected to represent statistics in a format that is easily interpreted by the end user.

Report Type

This term identifies the format of the report. At a high level a report can be either an Activity or Summary type. An activity report provides an opportunity to present data in a time interval format, i.e. 15, 30, hour, day, monthly and a summary report presents single or multiple objects summarized for a selected time frame.

Reporting Connector

The GCE reporting connector packaged with Genesys Interaction Concentrator (ICON) provides the ability to collect and report on contact detail records.

Request

This is a set of parameters enabling the production of a report.

Resource Group (or Group)




This is a logical grouping of contact handling resources. Typically agents but could also consist of voice guides, IVR ports, etc. It is a set of similar resources (agents IVR ports) that can be targeted to process interactions.

Resource Selection

This situation happens when at least one resource (agent) is available. This agent will be selected using the distribution model based upon priorities graphically represented on the matrix.

Rotation Time Out

Maximum time allocated to ring an agent and on time out the call is passed to next agent in the search list.

Router

The intelligent mechanism used to answer and manage contact center customer contacts. This mechanism is designed by using easy to configure yet flexible rules that will analyze the contact information and process the contact based on the analysis.

Routing

This is the intelligent determination of what to do next with a given interaction. Routing is typically associated with traditional interactions, such as, voice calls, e-mails and overflow mechanisms. This is also referred to as the distribution mechanism.

Routing Direction

Intersections between queue / group as well as between segment and queues.

Routing Rule

Routing rules are assigned to a segment. Using pull down menus, the supervisor selects among "best of class" rules, e.g., individual skill mapping, etc., to create rules that will impact the interaction routing logic.

Routing Services Intelligence (RSI)

“Routing Service Intelligence” (RSI) is an embedded OmniPCX Entreprise application designed to support Genesys integration/interface to OXE. It optimizes the inter-working between OXE and Genesys making OXE the best voice platform for Genesys Suite. The principle is based on maintaining a single logic for routing services – Genesys - and creating an optimized set of resources and capacities, directly managed by Genesys.

Rule

This is established only for queue selection. It is a recorded set of possible directions and distribution parameters. Several rules can be defined for a given segment distribution as a whole. It is a convenient way to handle several distribution profiles and enable time-based activation.

S

Saturation

A queue may be empty, not empty or saturated. Saturation happens when the computed waiting time of a call entering a queue is longer than the maximum waiting time.

Schedule




Refer to calendar

Screen Pop

A screen pop presents customer data and product and service information simultaneously with an incoming telephone call. This term is also associated with email delivery if historical data is delivered with the message. The technology to make this happen typically comes from the caller ID or ANI. It can also come from an IVR. Typically the phone system listens for incoming digits and passes them across the LAN to a DB where the associated information is located and then directed to the agent or resource.

Segment

A segment is determined based upon information collected at the service / prequalification level, e.g., after an 800 "Hotline" Service, a Visual IVR request for "Press 1, Press 2 etc." and then route to the corresponding segments. A segment is the starting point of the actual routing. A segment cannot be directly accessed (externally or internally) without being processed via a service.

Segment General Forwarding

The segment is closed, interactions are refused, and redirected to a specific voice prompt / extension #, e.g., "Sorry, our CC is closed" etc.

Segment/Service Open

The ability to accept calls into the specific service and/or segment during the contact centers open operating hours and process according to the established contact flow procedures.

SEPLOS or SIP USERS

This acronym stands for: “SIP End Point Level of Service”. It is applicable to the SIP endpoints supported from OXE Release 9.0. This protocol enhances SIP end point level of services and manages the services as internal endpoints with maximum features.

Service

Entry point to GCE based on a dialed number, i.e., DNIS, ANI, Extension, etc. Once in the service other actions can be taken, such as providing an Visual IVR script for further prompting or performing a DB lookup to determine where/how to route the contact. If an agent needs to transfer a call to route to another resource they will transfer to the service and not a segment. It could be compared to Standard's Statistic Pilots.

Service General Forwarding

This term in no longer used in GCE and as of R8.0 is referred to as the closed state, i.e., the Service is closed and interactions are refused. They are redirected to a specific voice prompt/extension #, e.g., "Sorry, our CC is closed" etc.

Service Level (SL)

The percentage of inbound calls that are answered within a specified threshold, as an example, 80 % of calls answered in 20 seconds.

Sheet

A template and ultimately an historical report consist of different sheets in order to subdivide the presented data in different views, displayed and accessible from different tabs in Excel, or as different pages in a printout.

Short Duration




This is the number of calls that were answered and released by an agent in short period of time. The supervisors configure the duration time from the Visual CC configuration interface, and any calls that last less than the configured time will be included in the statistic. AKA calls served too quickly.

Simulation Adherence Module

This is a simulation tool that presents a view of the number of agents eligible to process emails and/or calls at the end of a predictable waiting time. The predictable waiting times – also known as “skill relaxing periods” – are based on the quality/performance ratio defined for the segment call profile”.

SIP

This is an acronym for Session Initiation Protocol - a protocol to set-up, modify and tear down multimedia sessions over the Internet and to provide event subscription and notification, such as, presence.

SIP Endpoint Connector (Available with GCE SIP Version Only)

The SIP Endpoint Connector enables deployment of a SIP endpoint built to integrate into Genesys Compact Edition Framework and SIP solution. A SIP endpoint is also known as a SIP soft-phone. It is a software phone application that uses SIP as the transport protocol.

Skill Based Routing

Refer to ISM

Skill Domain

A skill domain gathers the skills of the same type.

Skill Level

Parameter of a call profile or an agent profile, associated with the skill parameter. In the case of a call profile, it defines, for a given skill the most appropriate level of expertise to handle the call. In the case of an agent profile, it is a measure of the agent's expertise or desire to use that skill. This can also be the organizations desire for an agent to use that skill.

Skill Relaxing Period

Maximum email and voice times defined within the system parameter configuration under Visual CC options. The parameters are used with the Visual ISM skill adherence simulation tool to find the best quality / performance ratio for processing the contact.

Skill Set

A Skill Set defines the list of the skills of the agent. It corresponds to a set of skills & skill levels, identical to those defined for the call profile. Each skill set includes a skill, a skill level (1 beginner to 9 expert) and an activation flag (active or not). If the skill is not active, the agent will not handle calls with a call profile requesting this skill. The agent skill set is defined by configuration.

Soft Panel Manager

A Browser-based application manages the real time display of Business Data and Contact Center statistics. Its highly flexible interface allows numerous statistics and data formats from several sources and a display in several ways: LED wallboards, LCD/Panel PC/Plasma/TV screens, individual PC screen (Desktop Wallboard) or GAD / Workspace integration.




The Soft Panel Manager is available in three environments: OmniTouch Contact Center Standard Edition, OmniTouch Contact Center Premium Edition, and Genesys.

Statistics SDK

This SDK is used for potential applications for example, integration with 3rd party Workforce Mgt. Solutions and will need a professional services engagement. The Genesys Statistic Server (Stat Server) presents statistical data about contact center interactions and objects. This data is used by various Genesys applications. For instance, the router uses information from Stat Server about agents’ statuses to determine agent availability. The reporting tools use Stat Server data to generate statistical indicators of contact center performance and status such as average handle time for customer calls, the number of calls in a queue, and so on.

Stat Server SDK or Vendor Device Interfaces (Work-Force Management)

This is the Genesys Statistical Server and if required, professional services are needed to create the interface to the peripheral device

Start

A Visual IVR block indicating an entry point of an script.

Structured Query Language (SQL)

This is a relational database language (ANSI Standard) that consists of a set of facilities for defining, manipulating and controlling data.

Summary Report

A report presenting counters cumulated over a given period, for several objects of one class. The header of the table is the period, and the table contains one line per object.

Supervision PC

A windows based PC hosting a supervisors application to which a supervisor can login and logout.

Supervisor

One of 5 profiles/roles established within GCE for the purpose of pre assigning tasks enabling a quick start. Typically the supervisor role is responsible for a group of Team Leaders and/or up approx 15 - 20 agents. Their tasks consist of monitoring and managing the agents and their contacts, not necessarily the configuration and management of the overall system.

Supervised Transfer

A way to transfer the first leg of a call to the second leg or third party while keeping the first party (the originator) in the loop. The first party remains in the conversation until a decision is made as to what to do with the calling party - transfer or take back the call. This is especially important in an IVR (VRU) transferred call - ensuring the third party answers prior to releasing the call.

T

Tab

This is the entry or access to a sheet (worksheet) in a report. A report can have one or multiple tabs presented each of which will have a unique name. Clicking on the tab will allow access to the worksheet updated with statistics and when finalized considered the report.




Talk

Associated with Inbound and outbound calls ( or Private), it is the duration between the time a resource connects to a call and when the call is disconnected or transferred, not including hold time either manual or consult.

Team

A concept that allows the creation of a team of agents selected from various groups, such as, the creation of an English speaking agent team with agents being selected from the sales and order entry agent groups. The team concept is available for real-time monitoring configuration only.

Team Leader

One of five contact center profiles and is a contact center employee that can act as an agent and a supervisor of a subset of agents. Typically the agents in the team are assigned to different groups but perhaps have similar skills and need to be managed as a team as well as being managed as part of a larger group. The team leader's primary focus is the agents and their performance.

Template

Excel file that defines which counters are presented in a report, and how the data is presented. A template is an empty report that is loaded with data according to request parameters, and is then produced according to other request parameters. A template is defined for a given object class, and so can only be used to obtain reports on objects of this class.

Text to Speech (TTS)

The ability for an automated system to read text retrieved from a database to a caller. This is available with GVP and CCIVR.

T-Lib SDK (Agent Desktop)

This is a set of libraries and toolkits that provide an API to Genesys T-server, which is the key enterprise media integration component of the Genesys CTI technology

TLIB and other SDKs

This API supplies metrics and statistics that tell the Stat Server what information clients require. The metrics specify information about what object type is needed, what data is of interest, and how to calculate. The stat is the application of the metric to a specific object.

Total Cost Operation (TCO)

A term coined by the Gartner Group to bring attention to the actual, total cost to the enterprise of owning a PC. They advise that the enterprise needs to consider not only the acquisition/implementation cost of a workstation, but also consider the total cost, including administration, maintenance, support software upgrades and training.

Transaction Code

A string of digits entered at the completion of an agent’s call. The code is used to identify the purpose or status of the call. At the completion of the call the agent is placed in the transaction code entry state and has the opportunity to enter the appropriate code that best identifies what happened with this call, example: call arrives at a Help Desk Segment/Queue and the agent completes the call the code that is entered might be 1234, where 1234 means “Help Desk Call completed on 1st attempt” and 1235 might mean “Help Desk Call Still Open – Need additional help

Transfer




Visual IVR block indicating the need to transfer / forward the call to a service / segment / number.

Transfer In/Out

Calls either transferred to an agent or agents transferred out to other agents, services, out of the system. The related call stat is listed separately in the Agent Report to analyze numbers of transfers since this is a practice that can be abused. Note: If a transferred call is sent to a service it will also be included in the CC Inbound call stat.

U

Unavailable

This is the state/mode an agent is placed in either manually or automatically. Automatic unavailable states will depend upon agent configuration setup, i.e., at login and/or at the completion of a call. Additionally, agents can manually place themselves in unavailable when a break is required. Note that manual wrap-up states are included in all unavailable statistics.

Unified Logon

The logon is one agent ID that provides an agent access to a desktop user interface, which is designed to manage all contact center transactions regardless of media type.

Universal SDK

The Genesys Universal SDK contains the necessary building blocks to create custom integrations on the Genesys Compact Edition Customer Interaction Management (CIM) platform. The SDK allows enterprises to build integrations between the GCE and 3

rd party applications and 3

rd party data sources.

Unsupervised Transfer

A call is transferred to a person or a service but the individual originating the transfer does not remain with the call. Therefore, there is no announcement with the call or reason for the transfer, also referred to as unsupervised transfer or cold transfer.

V

Visual CC

This is the supervisory application available to management for the purposes of configuring and managing the contact center. Real time and historical statistics are available as well as configuration tools.

Visual IVR

An Interactive Voice Response system designed specifically for GCE. The IVR supports call prompting touch tone capability, integration with GCE router, scripting / IVR block design created from the Visual CC and re-using internal OXE GPA boards

Voice Announcement

This is an OmniPCX voice resource that provides information to the contact regarding center status, placement in queue, entry information, etc.

Voice Announcement Group

This is a group hosting Voice announcement capability. When an interaction reaches this type of resource group, it is connected to the voice announcement.




Voice Guide

An audio tutorial presenting agent and supervisor phone features. The tutorial instructs or guides the user through the various phone display and key uses.

VP of Customer Care

One of 5 profiles pre-defined in GCE for quick set up, AKA Contact Center Manager/Director, but typically now a VP due to the evolving strategic importance of a Contact Center to the enterprise. The individual responsible for the overall management of a call center including: budget, customer satisfaction, employees and more. This individual is typically concerned with the high level performance statistics summarizing the day to day operations. Most important is the service level provided to the customers. The ability to segment enables a service level view, provided to the most critical customers or functions of the contact center.

W

Waiting Room

Staging area where interactions are waiting, when ISM (Individual Skill Mapping) is selected as a routing technique or variable as opposed to traditional group routing.

Waiting Time

This is the real waiting time of a call in a queue. For a queue, it is the real waiting time of the call at the head of the queue.

Wallboard

Electronic displays typically connected to the call center's ACD or the PC monitoring the CC. They typically present information about number of calls and length of time in queue, plus agent group stats and miscellaneous information. The intention is that the Agents in the CC view the info and react accordingly.

Wallboard Connector

The connector is a package including the Alcatel-Lucent wallboard manager and GCE stats API, enabling connectivity to third party wallboards.

Wallboard Adaptive Micro Systems

This is the leading worldwide manufacturer of LED message displays and communication software programs.

Wallboard Calculated Data

This is a list of data elements that were created as the result of calculations and presented on the wallboard.

Wallboard Data Fields

The information presented on the wallboards represented as text, special (hour/date), statistics and calculations.

Wallboard Dynamic Synchronization

The ability to manage and present the constantly changing information associated with an active contact center.

Wallboard Field Attributes

This is the style given to a statistic field according to a preset threshold.

Wallboard Field Style




This is the presentation of the information associated with color and display mode, i.e., blinking or not.

Wallboard Light Emitting Diode (LED)

This is a type of wallboard that uses a semiconductor device to emit incoherent narrow-spectrum light when electrically biased in the forward direction.

Wallboard Manager (WBM)

A web based supervisor user interface enabling the management of the contact center wallboards by selection of which statistics to display, views to present, etc. On LED wallboards only.

Wallboard Plasma

This is a wallboard that uses a plasma display panel (PDP), which is an emissive flat panel display where visible light is created by phosphors excited by a plasma discharge between two flat panels of glass.

Wallboard View Sequences

These are established during Wallboard management and setup to create the type of views and the sequence in which they are presented on the wallboard.

Wallboard Views

The individual representation of the statistics uniquely designed to meet the needs and requirements of the contact center.

Workforce Management Connector

The Workforce Management Connector contains the right to use license enabling the use of Universal SDK custom development associated with any 3rd party WFM application/system required to retrieve traffic information and agent configuration to forecast traffic and build agent schedules

Worksheet

This is a segment of the historical report template accessible via a tab and presented with data based on the selected object and type of report.

Workspace

Short name for Interaction Workspace, desktop application.

Wrap-up

This is a state that an agent is either automatically entered into at the completion (release) of an answered inbound or outbound call or a state that the agent enters into manually if allowed. Typically, this state indicates that work associated with the call just released is required. This period of time is added into the talk statistic providing the complete duration of work associated to a call. Auto wrap-up will be reported separately and added into the Handled time. Manual wrap-up will be included in the unavailable statistics. This is referred to as after call work on the Genesys Agent Desktop.

Genesys Compact Edition (GCE) R1.1 OXE and SIP Glossary

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Transcript of Genesys Compact Edition (GCE) R1.1 OXE and SIP Glossary