This section includes terms that may not be applicable to your software licensing level.

Abandoned call
An abandoned call is a call that the caller ends before the call is answered.

Account Code
Account Codes are classifiers that can be applied to call records and used to identify unique attributes about the caller or call for individual departments, projects, or services to generate reports on them. As well, they can be used by agents as classification codes for incoming calls. Account codes can be verified, non-verified, fixed length, or forced.
See Classification Codes, Fixed Length Account Codes, Forced Account Codes, Non-Verified Account Codes, Verified Account Codes.

ACD (Automatic Call Distribution)
ACD (Automatic Call Distribution) is a call distribution mechanism that distributes calls to a pool of available queue members.

ACD (state)
ACD is a state applied to a queue member while they are handling an ACD call.

ACD calls handled See Calls Handled. ACD calls interflowed See Interflow.

ACD calls offered See Calls offered. ACD calls requeued See Calls requeued. ACD handling time
ACD handling time is a parameter for MiContact Center that provides the sum of all events from answer to hang up of an ACD call.

ACD path
An ACD path is a predefined route that a call follows before reaching an agent. ACD paths direct callers to the agents or agent groups best suited to handle the calls. For example, a contact center can have an ACD path for sales, which routes callers to the agents taking sales orders.

Active Directory
Active Directory is a directory service created by Microsoft that is used for managing a domain. In MiContact Center, Active Directory is synchronized with YourSite Explorer to align Active Directory security groups and users with MiContact Center employees and employee groups within selected organizational units.

An agent is a contact center employee, assigned an Agent ID, who receives calls routed to
ACD paths.

Agents available
Agents available is a real-time statistic indicating the current number of agents who are logged in and not in Make Busy or Do Not Disturb. If an agent is configured as a part of an agent group and is logged in, the agent is counted as available, even if they are not present in that agent group. This statistic can be used as a queue condition in IVR Routing.

ANI (Automatic Number Identification)
ANI (Automatic Number Identification) is a service that provides receivers of telephone calls with the caller information. ANI can be used to create screen pops for agents or to route calls by caller phone numbers.

Answered by
Answered by is the real-time name for the number of calls answered by the first, second, third, and fourth answer points

Answering points
An answering point is a single point of communication available to callers where they can contact a contact center, such as a queue, voice mail, or extension.

See Average Speed of Answer

Average Speed of Answer
Average speed of answer (ASA) is an ACD statistic that measures how long the average caller waits on hold before the call is picked up by a queue member (including time in queue and ringing time).

Average abandon time
The average abandon time is the average number of seconds callers wait in queue before they abandon a call.

Blocked call
A blocked call is a call that is unable to get into the contact center's telephone system because there are no trunks available. The caller receives a busy signal.

Busy hour
Busy hour is a statistic that highlights the busiest hour of operation of a business day.

Call abandoned parameter
The Call abandoned parameter is a queue configuration that defines short abandoned calls, determining what abandoned calls are included as abandoned in call statistics. The default the short abandon is configured at 6 seconds.

Call routing
Call routing is the set of instructions configured in MiContact Center to automate the movement of calls to their intended answering points.

Call type
Call type categorizes calls queue members receive, enabling them to be looked up in SMDR Inspector. Call types include ACD or non-ACD, abandoned, interflowed, requeued, unavailable, or outbound.

Callback is an optional feature of telephone systems that enables callers who are unable to reach an agent in a contact center to be called back by the contact center. MiContact Center and IVR Routing offer several methods of providing callbacks, including Call me back, voice callbacks, web callbacks, and abandon callbacks.

Calls abandoned
Calls abandoned is a report field detailing the total number of calls that abandoned in queue or while the phone was still ringing at an extension. Calls abandoned ignores calls that were abandoned before the short abandoned parameter had been passed.
See Abandoned calls.

Calls abandoned (long)
Calls abandoned (long) are abandoned calls where the caller hung up after the short abandon parameter had been passed. By default, the short abandon is configured to be 6 seconds.

Calls abandoned (short)
Calls abandoned (short) are abandoned calls where the caller hung up before the short abandon parameter had been passed and are not included in the call statistics.

Calls answered See Calls handled. Calls handled
A handled call is a call that has been picked up answered by a queue member. A call that listens to in-queue RAD messages is not considered handled until it is answered by a queue member.

Calls interflowed
See Interflow

Calls offered
1) Calls offered are all calls received, regardless of how they are handled or routed, including calls handled and both short and long abandoned calls.
2) Calls offered is a forecasting parameter used to determine the queue member requirement for a contact center's Service Level percent and Service Level time targets through applying the Erlang C equation to the estimated Call Load and average ACD Handling Time.

Calls requeued
Requeued calls are all calls replaced back into the same queue and offered to another agent when an agent receives an ACD call and fails to answer it after a pre-configured duration or number of rings.

Calls waiting
Calls waiting is the number of callers in a queue waiting for a queue member to become available, including those listening to Music on hold or queue announcements.

Camp on
Camp on is a notification tool that enables callers to notify an employee, who is currently on a call, that they are waiting to be answered. The employee is notified by a series of audible beeps.

Classification codes
Classification codes are classifiers appended to calls to categorize them, enabling reporting to examine specific categories of calls, such as those relating to specific products or services.

Clustered environment
A clustered environment is a network environment where multiple telephone systems are linked together to function as a single system.

Computer Telephony Integration
Computer Telephony Integration (CTI) are technologies that merge computer functions and telephone systems, enabling PC-based telephone systems to deliver functions such as synchronized voice and data delivery, voice and data conferencing, automatic information retrieval for calls, caller-based messaging and routing, and desktop productivity tools.

See Computer Telephony Integration

Customer Relationship Management
Customer Relationship Management (CRM) is a model for customer management that relies on technology to streamline and manage interactions with customers.

Date stamp
See Date/Time stamp.

Date/Time stamp
A date/time stamp is an indicator attached to a record or statistic detailing when it was created.

Delayed call
A delayed call is a call placed in the ACD queue because it cannot be immediately answered by a queue member. The ACD queue allows the client to wait for an available member rather than blocking the client from entering the system.

Dialable number
The dialable number is a digit or series of digits dialed by a caller to reach an answering point, such as a queue member, an extension, a queue, or voice mail.

Dialed Number Identification Service (DNIS)
Dialed Number Identification Service (DNIS) is a telecommunication service that identifies the phone numbers dialed by inbound callers. DNIS can be used to route calls, enabling contact centers managing multiple product lines or businesses to direct calls to the appropriate endpoint.

A division is a grouping of several employee or extension groups that enable a single report to be run for several groups simultaneously.

See Do Not Disturb (state).

See Dialed Number Identification Service.

Do Not Disturb (state)
Do Not Disturb (DND) is a state that prevents queue members from receiving inbound contacts and transfers. For agents, Do Not Disturb is an employee-level configuration. When an employee is in Do Not Disturb, they enter Do Not Disturb across all agent capabilities.

An employee is a person who is employed by an organization and configured as an employee in MiContact Center so that they have access to MiContact Center applications and may have their associated devices reported on.

An enterprise is both the single site where the Enterprise Server is installed and all the connected branch offices that comprise a company.

Enterprise Server
The Enterprise Server is the central server upon which MiContact Center is installed and from which MiContact Center runs.

An Erlang is a unit of measure for telephone traffic equal to one hour or 3,600 seconds of telephone conversation, such as a single call lasting one hour or six calls lasting 10 minutes.

Erlang B
Erlang B is an equation used to estimate the number of trunks required by a contact center.

Erlang C
Erlang C is a forecasting equation that uses historical Call Load data, Service Level Percentage, Service Level Time, and Wrap up Time Used to predict the resources required to keep wait times within a contact center 's Service Level objective for the time interval and data range selected in a forecast.

External Hot Desking Agent See Hot Desking Agent. Extension
An extension is an endpoint for answering calls. Extensions can be assigned to Ring Groups, or can be logged into by agents.

Fixed Length Account Codes
Fixed Length Account Codes are verified and non-verified Account Codes that are automatically submitted to the system when the correct number of digits has been entered.

Forced Account Codes
Forced Account Codes are verified and non-verified account codes that must be entered at a specific time in a call. Forced verified account codes must be entered as soon as the phone is off the hook. Forced non-verified Account Codes must be entered after the phone number is dialed. Systems may be configured to avoid the requirement of entering a forced non-verified Account Code when making a call that must not be charged (for example, dialing a leading digit such as 8 to make a call without entering an Account Code and dialing a leading digit such as 9 to make a call that requires an Account Code).

Grade of service
The grade of service (GOS) is a measure of the likelihood of an attempted call receiving a busy signal. GOS compares the number of trunks to the level of traffic and expresses the result as a decimal fraction. A GOS of P.02, for example, indicates that a caller would have a two percent chance of receiving a busy signal.

Handled by
Handled by is the real-time statistic for the number of calls answered by the first, second, third, and fourth answer points.

Handled %
Handled % is the real-time statistic comparing the calls handled to the calls offered.

Handling time
Handling time is the measure of how long a call took to be handled by a queue member, from when the call is answered when the call is finished. Handling time includes talk time, hold time, as well as transfers and conferences on the call.

Hot desking agent
Hot desking agents are employees configured with a hot desking agent ID that enables them to sit at any extension in a network and log on to that extension with all their regular work settings available. External hot desking agents can hot desk remotely using any phone or headset.

Hunt group
A hunt group is a series of telephone lines grouped by the telephone system that rotates incoming calls through the lines until an available line is found and the caller is connected.

Inbound is a descriptive term applied to forms of contact or communication, such as a phone call, to indicate that it is being sent to a contact center from an external source.

Inbound Calls
See Inbound.

Interflow is a mechanism that redirects contacts from queues to alternate answering points (for example, to another queue or to voicemail). Interflow statistics include contacts manually transferred from one queue to another. Contacts routed from queues to other answering points before the Short Abandon time are not included in Interflow statistics.

Interactive Voice Response
Interactive Voice Response (IVR) is a technology that enables callers to interact with a contact center's phone system by pressing keys or speech recognition while following IVR dialog.

Internal calls
Internal calls are calls made from within a system to other answering points within the same system.

A Local Area Network (LAN) connects multiple computers together over short distances. LANs typically operate within a building. The computers share information, applications, and peripherals, such as printers.

Logged on
Logged on is an agent state applied to agents who have signed into the ACD system.

Logged off
Logged off is an agent state applied to agents who have signed out of the ACD system.

Longest waiting
Longest waiting is the duration, in minutes and seconds, of the call that has been waiting the longest in queue.

Make Busy (state)
Make Busy is an agent presence state applied to prevent an agent who is busy from receiving ACD calls. Agents in Make Busy are able to receive non-ACD calls. Make Busy is an employee-level configuration. When an employee is in Make Busy, they enter Make Busy across all agent capabilities.

Media servers
A media server is a server or system, such as a telephone system, used to organize and distribute communications throughout a contact center.

MiTAI is a Mitel implementation of TAPI that is used to connect the telephone system/PCs running windows to external applications, such as ACD controllers.

Mitel OPS Manager
Mitel OPS Manager is a Mitel software application that provides network-wide administration and maintenance for MiVoice Business and 3300 Network Elements or Nodes.

Non ACD (state)
Non ACD is a state applied to queue members involved in an incoming personal contact, a member- originated call, or a call dialed directly to their extension.

Non-verified Account Codes
Non-verified Account Codes are numbers entered onto the SMDR record for billing and call management. During a call, non-verified Account Codes can be entered as often as required.

Outbound calls
Outbound calls are calls made from within a contact center to external answering points.

Overflow is a call distribution mechanism that queues calls against two or more agent groups to limit the delay faced by callers. If a call in an ACD queue is not answered after the configured Overflow time, then it is placed into the queue of a second agent group in addition to the first queue.

See Telephone system.

Pooling principle
The pooling principle refers to the increased contact center efficiency gained by consolidating contact center resources.

A port is a communications endpoint in MiContact Center used to link services.

Probability of delay
The probability of delay is a statistic that measures the likelihood of a call being delayed in the ACD queue, comparing the number of queue members to the level of traffic carried by the trunks.

See Public Switched Telephone Network.

Public Switched Telephone Network (PSTN)
The Public Switched Telephone Network is a global collection of Central Offices (CO)
interconnected by long distance telephone switching systems.

Quality of service
Quality of service is a reflection of an agent's ability to provide excellent assistance to each customer. Quality of service can be evaluated and managed through silent monitoring systems, IT support systems, CTI, ANI, and DNIS.

Queue number
A queue number is the address of a queue or other answering point used in the telephone system. The programming associated with the queue number defines the routing and timing options available to the call.

Queue member
A queue member is an individual answering for the queue. For ACD paths, 'members' refers to agents in the queue's answering agent groups. For Ring Groups, 'members' refers to the extensions assigned to the queue's Ring Groups.

Queue unavailable
1) Queue unavailable is a routing option that reroutes calls to an unavailable answer point/overflow point. Queues are unavailable when the call enters the system outside business hours, when all queue members have removed their presence, when all queue members are in DND, or when the queue has been placed in DND. Calls interflowed before the Short Abandon time are included in Queue Unavailable statistics.
2) Queue unavailable is a real-time statistic that counts how many calls were re-rerouted to other queues due to the queue being unavailable.

See Recorded announcement device.

See Wall sign.

Real-time adherence
Adherence refers to whether or not agents are performing the activities for which they are scheduled. Workforce management tools enable supervisors to be notified of discrepancies between agents' work schedules and the actual activities they perform.

Reason Code
Reason codes are descriptive classifiers applied to Make Busy and Do Not Disturb states to provide more detailed information as to why the queue member applied the code.

Recorded announcement device
Recorded Announcement Device is an IVR Routing feature that provides prerecorded messages to callers waiting in the ACD queue.

Reporting number
A reporting number is the unique number assigned by the system to contact center resources for reporting purposes.

Ring Group
A Ring Group is a collection of extensions, or a single dialing point for a collection of extensions, in a business. Ring Groups are typically used to reach back office extensions. For example, a business with agents taking sales orders may also have several phone extensions in the warehouse. These warehouse phone extensions are compiled into a Ring Group, which can be reached via a single dialing point.

Service Level percent
The Service Level percent is the number of calls that are handled, abandoned, and interflowed before the Service Level time, compared to the total number of calls handled, abandoned, and interflowed.

Service Level time
The Service Level time is the specified time used in calculating the queue service objective in conjunction with the Service level percent, such as 80% (Service Level percent) of contacts answered within 120 seconds (Service Level time).

Silent monitoring
Silent monitoring is a MiContact Center feature that facilitates the tracking of agent call handling techniques by enabling supervisors to listen to the voice conversations of internal or external calls between agents and callers.

A site is a physical location of a contact center with one or more media servers. It may be the same location where the Enterprise Server is installed or a branch office.

Spectrum is a reporting feature configured for queues that provides a frequency distribution of calls abandoned, answered, or interflowed based on a defined time scale.

SQL is a standard query language used to enter, query, and change data in a database, as well as create and administer databases. Administration of YourSite Explorer is done using Microsoft's SQL Server.

Subroutines are portions of workflows that can be reused in multiple workflows.

Talk-time is the measure of the time an agent spends talking to callers, excluding time spent on hold.

TCP/IP is the basic communication protocol of the Internet and is used as a communication protocol in private networks (intranets).

Telephone system
A telephone system is a private branch exchange (PBX) or business telephone switch used to process incoming and outgoing calls to a contact center.

Time to answer
Time to answer is the measure, in seconds, of how long an incoming call remained in queue before it was answered. It is primarily used as an SMDR data mining criteria.

Time stamp
See Date/Time stamp.

True-talk time See Talk Time. Trunk
A trunk is a communication line between two telephone systems.

Trunk load
Trunk load is the duration of time from when a trunk receives a call to when the queue member finishes handling the call and disconnects. Trunk load does not include Wrap Up Time.

Unavailable is an agent and employee state real-time column in Contact Center Client that includes agents unavailable to take calls due to being in Do Not Disturb, Make Busy, Work Timer, Reseize Timer, or Unknown.

Updated Position in Queue (UPiQ)
Updated Position in Queue (UPiQ) is a notification feature that provides messages to callers informing them of their position in queue and keeps them informed of their position if it changes, at preset intervals.

See Updated Position in Queue.

Verified Account Codes
Verified Account Codes are numbers entered before making a call to change the Class of Service or Class of Restriction at the station. When the call ends, the station returns to normal. Verified Account Codes can be tracked with SMDR for long-distance billing purposes and may be reported in Internal SMDR logs.

Wall board
See Wall sign.

Wall sign
A wall sign is an electronic sign used to display real-time ACD statistics to employees in a contact center.

Wide Area Network (WAN) connects multiple computers over a wide geographic area. WANs operate over telephone carrier lines through bridges or routers. Router options enable communication between high speed LAN links and slower speed WAN links, which tie LAN segments together.

Whisper Coach
Whisper Coach is a silent monitor feature that enables supervisors to converse with and coach agents handling calls without callers hearing the supervisor.

Workflows are programed pathways in IVR Routing and Multimedia Contact Center, which control how contacts are routed to queue members.

Workforce management
Workforce management is the scheduling of contact center agents to meet forecasted resource requirements and the managing of agents to ensure they adhere to their scheduled activities.

Wrap Up Time
Wrap Up Time is a real-time and reporting statistic detailing the total time an agent spends in the Work Timer state.

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