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Call Centre Glossary - S

Sales Force Automation (SFA) Used in references to application programs used for managing sales activities such as capturing customer contact information, generating contracts, and generating order forms.
Scatter Diagram. A chart that graphically depicts the relationship between two variables.
Schedule Compliance. See Adherence to Schedule.
Scheduling Exception. When an agent is involved in an activity outside of the normal, planned schedule.
Screen Monitoring. A system capability that enables a supervisor or manager to remotely monitor the activity on agents' computer terminals.
Screen Pop. A CTI capability. Callers' records are automatically retrieved (based on ANI or digits entered into the VRU) and delivered to agents, along with the calls.
Screen Refresh. The rate at which real-time information is updated on a display (e.g. every 5 to 15 seconds). Note, screen refresh does not correlate with the time-frame used for real-time calculations. See Real-Time Data.
Seated Agents. See Base Staff.
Service Bureau. A company that handles inbound or outbound calls for another organization.
Service Level Agreement. Performance objectives reached by consensus between the user and the provider of a service, or between an outsourcer and an organization. A service level agreement specifies a variety of performance standards that may or may not include "service level." See Service Level.
Service Level. Also called Telephone Service Factor, or TSF. The percentage of incoming calls that are answered within a specified threshold: "X% of calls answered in Y seconds." See Response Time.
Service Observing. See Monitoring.
Session Initiation Protocol (SIP) A signaling protocol for Internet conferencing, telephony, presence, events notification and instant messaging. SIP is more efficient than H.323 in establishing point-to-point connections and supporting multi-point connections. There are various extensions to SIP to make SIP easier to use in a variety of contexts. For example, SIP-CPL (Call Processing Language) is an XML tagging system for scripting call flows.
Shared Queue A Work Queue containing Forms whose access is shared with other members of a Group.
Short Message Service (SMS) SMS is the transmission of short text messages to and from a mobile phone, fax machine and/or IP address. Messages must be no longer than 160 alphanumeric characters and contain no images or graphics. Once a message is sent, it is received by a Short Message Service Center (SMSC), which must then get it to the appropriate mobile device.
Simple Message Control Protocol T-Server (SMCP T-Server) A unique design of T-Server that connects to the Dynamic Media Exchange server(DMX) as part of an IP telephony environment. SMCP refers to the unique event message set provided by the DMX. In the same way that an Avaya PBX has a unique CTI link and message set, so to does the DMX have a unique CTI link and message set.
SIP Proxy SIP Proxy servers perform routing of a session invitation according to an invitee's current location, authentication, accounting and many other important functions. Proxies utilize the designated registrar to learn the actual destination of the callee. When the designated registrar does not have the needed mapping info, the proxy will usually traverse a set of proxies until it finds one which knows the actual location of the callee. Such a proxy will forward the session invitation directly to the callee and the callee will then accept or decline the session invitation. This process of traversing multiple proxy servers is similar to the process traversing multiple DNS servers to locate the IP address of computer.
Shrink Factor. See Rostered Staff Factor.
Silent Monitoring. See Monitoring.
Skill Group. See Agent Group.
Skill-Based Routing. An ACD capability that matches a caller's specific needs with an agent that has the skills to handle that call, on a real-time basis.
Smooth Call Arrival. Calls that arrive evenly across a period of time. Virtually non-existent in incoming environments.
Softswitch (1) A programmable network switch that can process various packet protocols. The switching technology is in software rather than in hardware, as is the case with traditional switching products. (2) A softswitch is software that resides in either a server or another network element and is designed to separate the call control functions of a phone call from the media gateways that carry it. Some vendors include the media gateway or signaling gateway, too, as part of the softswitch itself. Essentially, a softswitch is designed to let carriers provide traditional voice services while introducing new services at a lower cost.
Software Developer's Kit (SDK) A collection of software and associated documentation designed to assist a software developer in the creation of applications that connect to and extend the functionality of a vendor's products. Sometimes referred to as a Software Development Kit, an SDK is an essential tool for encouraging support for various software products. The various Genesys SDK's are designed to assist the development of applications that connect to various Genesys products.
Special Causes. Variation in a process caused by special circumstances. See Common Causes.
Speech Recognition. The capability of a voice processing system to decipher spoken words and phrases.
Split. See Agent Group.
Supervisor The person who has front-line responsibility for a group of agents. Typical ratios are one supervisor to every 10-15 agents. However, help desks often have one supervisor for every 5 people, and some reservations centers have one supervisor for every 30 or 40 agents. Generally, supervisors are equipped with special telephones and computer terminals that enable them to monitor agent activities.
Supervisor Monitor. Computer monitors that enable supervisors to monitor the call handling statistics of their supervisory groups or teams.
Switched-Circuit Network (SCN) Also referred to as the public switched telephone network (PSTN), a carrier network that provides circuit switching among public users. Switched circuit or circuit switching is a method of routing communications traffic through a switching center, from local users or from other switching centers. A circuit connection session is established between the calling and called stations until the called or calling station releases the connection.
Synchronous Form of communication where sender of message waits for the receiver to reply before continuing to process data.

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