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. |