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Adjunct/Switch Applications Interface (ASAI)
140 Avaya Business Advocate User Guide February 2006
Adjunct/Switch
Applications Interface
(ASAI)
An Avaya recommendation for interfacing adjuncts and communications
systems, based on the CCITT Q.932 specification for layer 3. ASAI supports
activities such as event notification and call control.
Adjusted work time An agent’s total work time with one or more ACD calls ringing, active, or on
hold for any of an agent’s skills expressed as a percentage of staffed time
and adjusted by a one call lookahead.
After Call Work (ACW) An agent state that generally represents work related to the preceding ACD
call. Going on-hook after an ACD call during MANUAL-IN operation places
the call in ACW. With Generic 1 and Generic 3, ACW is accessible by a key
on the agent's set and may not be related to an ACD call.
Agent A person who answers calls to an extension in an ACD skill. The agent is
known to CMS by a login identification keyed into a telephone.
Agent Login ID A number entered into a telephone by an ACD to activate the agent position.
Agent logins are required for all CMS-measured ACD agents.
Agent occupancy The total time with one or more ACD calls ringing, active, or on hold for any
of an agent’s assigned skills. Agent occupancy can also refer to the total call
related and non-call-related ACW time for any of an agent’s assigned skills
divided by the total time staffed in any assigned skill expressed as a
percentage.
The calculation for agent occupancy is: 100 * (sum(I_RINGTIME +
I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME +
I_ACDAUXINTIME + I_ACWTIME) / sum(TI_STAFFTIME - TI_AUXTIME +
I_ACDAUX_OUTTIME + I_ACDAUXINTIME)) where I_ACWTIME is an
optional component. This calculation can be used when creating a new
report with Avaya Report Designer or Avaya Report Wizard. AUX time is not
included in the calculation of agent occupancy.
Agent position The combination of agent login ID and the skills the agent is assigned. Data
is collected for the agent by skill, so the total work for the agent must be
summed over all skills in which the agent worked.
Agent role Agent role is used in the agent table to describe how an agent participates in
a skill. This role is based on skill level and call handling preference.
Agent selection Selection of an agent when a call arrives for a skill that is in an agent surplus
condition.