Elementi del database per agenti - Avaya Support
Elementi del database per agenti - Avaya Support
Elementi del database per agenti - Avaya Support
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<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> in tempo reale . . . . . . . . . . . . . . . . . . . . . . . . 51<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> storico . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> login/logout agente . . . . . . . . . . . . . . . . . . . . . 52<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> tracciati agente . . . . . . . . . . . . . . . . . . . . . . . 52<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> configurazioni giorno corrente . . . . . . . . . . . . . . . . 52<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> rapporti giorno corrente . . . . . . . . . . . . . . . . . . . 52<br />
Dati di previsione . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> record chiamata. . . . . . . . . . . . . . . . . . . . . . . 53<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> storico <strong>per</strong> eccezioni . . . . . . . . . . . . . . . . . . . . . . 53<br />
Memorizzazione dei tipi di eccezione . . . . . . . . . . . . . . . . . . . . . . . . 53<br />
Selezione dei tipi di eccezione <strong>per</strong> i rapporti . . . . . . . . . . . . . . . . . . . . . 53<br />
Terminologia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53<br />
Riferimenti incrociati dei centralini e funzionalità correlate al sistema CMS<br />
Panoramica . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61<br />
Tabella di esempio dei riferimenti incrociati ai centralini . . . . . . . . . . . . . . . . . 61<br />
Riferimenti incrociati <strong>per</strong> ogni centralino . . . . . . . . . . . . . . . . . . . . . . . . . 62<br />
Panoramica. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62<br />
Convenzioni utilizzate nelle tabelle . . . . . . . . . . . . . . . . . . . . . . . . . . . 62<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> <strong>agenti</strong> . . . . . . . . . . . . . . . . . . . . . . . . . . . 63<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> CWC . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> configurazioni giorno corrente . . . . . . . . . . . . . . . . 70<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> fasci di linee . . . . . . . . . . . . . . . . . . . . . . . . 71<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> gruppi/specialità. . . . . . . . . . . . . . . . . . . . . . . 73<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> linee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> login/logout <strong>agenti</strong>. . . . . . . . . . . . . . . . . . . . . . 84<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> rapporti giorno corrente . . . . . . . . . . . . . . . . . . . 85<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> record chiamata. . . . . . . . . . . . . . . . . . . . . . . 86<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> tracciati agente . . . . . . . . . . . . . . . . . . . . . . . 89<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> VDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90<br />
<strong>Elementi</strong> <strong>del</strong> <strong>database</strong> <strong>per</strong> vettori . . . . . . . . . . . . . . . . . . . . . . . . . . . 94<br />
Caratteristiche e funzionalità <strong>del</strong> centralino e relativo impatto sui dati CMS . . . . . . . . 97<br />
Panoramica. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97<br />
Chiamate generate e instradate tramite processore supplementare . . . . . . . . . . . 98<br />
Agenti in più gruppi/specialità . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98<br />
Rapporti in tempo reale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99<br />
Tracciamento <strong>del</strong>la condizione <strong>del</strong>l’agente al login . . . . . . . . . . . . . . . . . . . 99<br />
Velocità media di risposta . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100<br />
BSR (Best Service Routing) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100<br />
Preferenza di trattamento chiamate . . . . . . . . . . . . . . . . . . . . . . . . . . 100<br />
Intercettazione chiamata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101<br />
Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101<br />
Tracciamento <strong>del</strong>le conferenze . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102<br />
Comando vettore di conversazione . . . . . . . . . . . . . . . . . . . . . . . . . . 102<br />
Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103<br />
Chiamata a agente specifico. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104<br />
Dati agente specifico nei rapporti . . . . . . . . . . . . . . . . . . . . . . . . . . 104<br />
Funzioni specifiche dei centralini . . . . . . . . . . . . . . . . . . . . . . . . . . 104<br />
Espansione <strong>del</strong>le capacità <strong>del</strong>l’agente . . . . . . . . . . . . . . . . . . . . . . . . . 104<br />
Indice<br />
Edizione 1.0 Novembre 2003 5