Glossary

ACW

After Call Work is the rework time after a call. This is set by default to 30 seconds, depending on the service, and can be manually extended by the agent to a maximum of 5 minutes.

AD

Active Directory is a directory service developed by Microsoft for Windows domain networks.

BE / WebConfig

Backend (WebConfigurator) (Stratus Agent Component):

Server-Side App (or new: WebInterface) to configure Topology, Organizationunits, Users, RBAC, Workflows and other related settings.

CRM

Customer Relationship Management. 

CSC

Cross Selling Code which describes what kind of cross selling the agent has tried during the customers call.

DWH

In computing, a data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW), is a system used for reporting and data analysis, and is considered a core component of business intelligence (BI).
DWs are central repositories of integrated data from one or more disparate sources. They store current and historical data in one single place that are used for creating analytical reports for workers throughout the enterprise.

Luware uses ETL (Extraxt, transform, load) procedures to provide reporting data "ready to use" for any provided (product-specific) reporting templates.

ERP

Enterprise Resource Planning.

ETL

In computing, extract, transform, load (ETL) is the general procedure of copying data from one or more sources into a destination system which represents the data differently from the source(s) or in a different context than the source(s).
The ETL process became a popular concept in the 1970s and is also used in Luware reporting data warehouses.

FE

Frontend (Stratus Agent Component):

Web Interface running on IIS providing the web GUI.​ Installs Stratus Agent-FE to IIS and FE-Core to Services. 

LUCS

Lean Unified Customer Services. The Stratus Agent software is based on LUCS - the core component of the contact center solution. It is responsible for call flows, agent management, opening hours management and much more. LUCS is the technical solution we host on our premises to make Stratus Agent avaliable to you.

Modality

Channel / means of communication. In this context it can either mean Chat, Video, Telephony or Desktop Sharing

NRR

Not ready reason. 

Not Ready Reasons (NRR) can be used when you are not able to handle service calls, for example because you want to take a break or have to attend a training course. If the Skype for Business status of an agent changes to e.g. 'Absent', the system asks for a 'Not ready' reason. The reason for absence has to be selected here.

RBAC

Role Based Access Control

RONA

Redirect on no answer:

Also called "RONA-Status". When an agent is available but doesn't respond in time, another agent is assigned.

A Session Border Controller (SBC) is a network element deployed to protect SIP based Voice over Internet Protocol (VoIP) networks.

Early deployments of SBCs were focused on the borders between two service provider networks in a peering environment. This role has now expanded to include significant deployments between a service provider's access network and a backbone network to provide service to residential and/or enterprise customers.

SfB

Skype for Business

SIP

Session Initiation Protocol. Peer-to-peer protocol standard developed by the Internet Engineering Task Force (IETF), used for initiating—and also managing and terminating—voice call sessions over the Internet

TCC

Task Completion Code which describe the reason why the customer called.

TM

Team Manager. An universal routing solution, basically an optimized version of the Skype for Business response groups.