CentreVu Advocate Release 8 User Guide

A true unified agent desktop should provide multimedia contact handling to include calls, emails, online and social contact; it should guide the agent through all processes

AKA (Authentication and Key Agreement) mechanism is a security protocol used in 3G/4G mobile networks for mutual authentication and cryptographic material agreement ( Figure 2

Productivity is improved by routing incoming calls to the longest available agent, while quality is improved by routing incoming calls to that agent who has the

Generally a percent of logged in time that an agent spends in active contact handling states (i.e., on incoming calls, in wrap-up activity, on outbound calls)... The current work

VoiceGuide Agent is a software application installed on call center agent’s PC to allow the agent to control the receiving and making of calls through the VoiceGuide ACD system, and

USEC: SECURE TRANSFER OF MANAGEMENT PDUs (2) MIB AGENT ID AGENT BOOTS AGENT TIME USER NAME AUTH.. USEC: SECURE TRANSFER OF MANAGEMENT PDUs (3) MIB AGENT ID AGENT BOOTS AGENT

The average amount of time that answered ACD calls (split/skill and Direct Agent) that completed during the reporting interval spent in queue and ringing at an agent before

F (Cmltv release time (hh:mm:ss) for multiple groups * 100) / Login time for multiple Groups ACD abandoned calls Counts the ACD voice calls that rang at the.. agent extension,