chapter 3

skills based routing (SBR)

An ACD features that matches the requirements of an incoming call to the skill sets of available analysts or analyst groups; the ACD then distributes the call to the next available, appropriately qualified analyst

voice response unit (VRU)

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

announcement system

technology that greets caller when all service desk analysts are busy and can provide valuable information as customers wait on hold

recording system

technology that records and plays back telephone calls

target resolution time

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

fax

an image of a document that is electronically transmitted to a telephone number connected to a printer or other output device ; facsimile

off the shelf

personal computer software product that is developed and distributed commercially

call 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

voice over internet protocol (VolP)

A technology that integrates that translates voice communication into data and then transmits that data across the internet connection or network

computer telephony integration (CTI)

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

available state

a

screen pop

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

priority

a category that defines the relative importance of an incident, problem, or change and that is based on impact and urgency

overall satisfaction survey

a customer satisfaction survey that ask customer for feedback about all contacts with the service desk during a certain time 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 ACD from routing a new inbound call to and 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, or change has significant impact on the business (ITILL) definition

impact

a measure of the effect an incident, problem, or change Is having on business process (ITILL) definition

best effort

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

weight

a rating scale of importance

automatic number identification

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

speakerphone

a telephone that contains both a loudspeaker and a microphone

workaround

a temporary way to circumvent or minimize the impact of an incident

ticket

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

warm transfer

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

cold transfer

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

hot transfer

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

automated attendant

an ACD feature that routes calls based on input provided by the caller through a touch tone telephone

voice mail

an automated form of taking messages from callers