Terminology

The following table lists some of the terms (and their definitions) commonly used in the Gplus Adapter and Genesys Contact Center documentation.

Term

Definition

Customer or Contact

An individual who is contacting your company and is requesting an interaction with an agent.

Connect/Disconnect

You must connect to the system server by entering a unique user name and password in the Sign In dialog box.

DNs

DNs are extensions and positions.

Media Type

Refers to the means of interaction: for example, e-mail is a media type as is chat or phone.

Media Status

Indicates status of the media for which you are enabled.

Place

A Place is an object in the Configuration Database that has a set of connected DNs. An agent must log in to the particular place assigned to him by the system administrator.

Make Ready/Make Not Ready

By selecting one of these options, you inform the system that you are available or unavailable to receive interactions.

Session

The period of time from when an agent connects to the system until the agent disconnects from the system manually or after timeout. Personal agent statistics are calculated during a session.