ShoreTel ShoreWare Spécifications télécharger pdf (Page 10)

Overview Terminology

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 10

 DNIS — Dialed Number Identification Service. A series of digits that precede a phone call with the

number the caller dialed.

 Entity — Administrative objects in the ShoreTel system, upon which system operations are based.

These are agents, groups, trunks, supervisors, services, IRN, domains, customers, DNIS, dial

lists, IVR groups, IVR applications, email accounts, and system.

 Group — Several agents or trunks that function as one unit for call handling purposes.

 Interval, Historical Reports — Also known as an off-line interval. A system-wide parameter that

defines the resolution for saving statistical data into the database. For historical reports, the

interval may be 15, 30, or 60 minutes.

 Overflow — Overflow is a routing technique that can improve customer service and optimize

valuable resources. Highly trained or cross-trained agents are reserved as backups for groups

experiencing unusually heavy call traffic. When the caller wait time exceeds the specified timeout,

backup resources are automatically added to the pool and made available to handle customer

calls.

The overflow timeout is the number of seconds a call is in queue, after the mandatory

announcement. This value is specified in the Services > Overflow > Overflow Timeout option in

Contact Center Director.

 Parameter — Defines the reporting criteria, specifically a report’s entities, date range, time range,

and interval, where applicable.

 STI — Service Time Interval. The time period that serves as a starting point for Contact Center

statistical information. This parameter determines the time period within which calls waiting in the

queue are measured in historical reports. The STI is defined for each group in the system using

ShoreWare Contact Center Director.

 TSF — A measurement that indicates how well the entity, such as a group or DNIS number, is

providing the Target ASA (Average Speed of Answer). The TSF may be calculated in one of the

following three ways:

 The percentage of calls answered within the Target ASA, out of all the measured entity’s calls.

Abandoned and overflowed calls are considered answered after the Target ASA;

 The percentage of calls answered within the Target ASA, out of calls answered by the

measured entity; and

 The percentage of calls answered within the Target ASA, out of calls answered by the

measured entity and calls abandoned after the Target ASA.

 Wrap-Up Code — A code entered by an agent during the wrap-up time in order to provide

additional information for evaluating the actions of the call center. In most cases, wrap-up codes

provide information for evaluating calls for reporting purposes, including the type of call — request

or complaint; level of required action — urgent, regular, or low; status of the deal — closed, needs

recall; and so on.

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ShoreTel ShoreWare Spécifications Page 10