Chapter 3 Terms

Screen Pop

A CTI function that enables information about the caller to appear or pop up on an analyst's monitor based on caller information captured by the telephone system and passed to a computer system

Priority

A category that defines the relative importance of an incident problem or changes and that si bsed on impact and urgency (ITIL definition)

Overall Satisfaction Survey

A customer satisfaction survey that asks customers for feedback about all contacts with the service desk during a certain tie period

Event Driven Survey

A customer satisfaction survey that asks customers for feedback on a single recent service event.

Wrap up Mode

A feature that prevents the SDC form routing a new inbound call to an analyst's extension.

Queue

A line, can be used to refer to a list of calls, tickets, email messages, or chat requests waiting to be processed.

Urgency

A measure of how long it will be until an incident, problem,f or change has a significant impact on the business

Impact

A measure of the effect of incident, problem, or change is having on business processes (ITIL definition)

Off the Shelf

A personal computer software product that is developed and distributed commercially

Best Effort

A policy that states analysts do their best to assist a customer within a predefined set boundaries such as time limit.

Weight

A rating scale of importance

Caller Identification (caller ID)

A service provided by a local telephone company that discloses the telephone number of the person calling and where available, the name associated with the calling telephone number

Automatic Number Identification (ANI)

A service provided by a long distance service provider that discloses the telephone number of the person calling.

Script

A standard set of text and behaviors

Voice Response Unit

A technology that integrates with anotoher technology such as a database or network management system, to obtain information or to perform function also called an interactive voice response unit. (IVRU)

Voice over Internet Protocol (VoIP)

A technology that translates voice communication into data and then transmit that data across an internet connection or network

SpeakerPhone

A telephone that contains both a loud speaker and microphone

Work-round

A temporary way of circumvent or minimize the impact of an incident

Ticket

A term commonly used to describe a record stored in database that contains the details of a customer contact, also known as case, incident, log, record, and service requests

Cold Transfer

A way of transferring a phone call when you stay on the line only long enough to ensure that the call has been transferred successfully.

Warm Transfer

A way of transferring a telephone call that occurs when you introduce that customers and service provider to whom you are transferring the call but you do not stay on the line

Hot Transfer

A way of transferring a telephone call when you stay on th line with the customer and the service provider whom you are engaging in the call also known as conference call

Skills based Routing (SBR)

An ACD feature that matches the requirements of an incoming call to the skill set of available analysts or analyst groups the ACD then distributes the call to the next available appropriatly qualified analyst

Automated Attendant

An ACD feature that routes calls based on input provided by the caller thorough touch tone telephone

Available State

An ACD state that occurs when an analyst is ready to take calls.

Voice Mail

An automated form of taking messages form callers.

Fax

An image of a document that is electronically transmitted to a telephone number connected to a printer or other device , short for facsimile.

Announcement System

Technology that greets callers when all service desk analysis are busy and can provide valuable information as customers wait on hold.

Recording System

Technology that records and plays back phone calls

Computer Telephony Integration (CTI)

The linking of computer technology with telephone technology to exchange information and increase productivity.

Target Resolution Time

The time frame within which the support organization is expected to resolve an incident