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