Glossary
Enterprise Technology Services Desk
A
Abandoned Call
When an end user reaches the queue but disconnects before being connected to an ETSD
professional. Usually expressed as a percentage of total calls received.
Abandonment Rate
The percentage of contacts logged by the phone system in which a caller disconnects before
the ETSD can respond to the end user.
ACD
See Automatic Call Distribution
ACW
See After Contact Work
After Contact Work
Also called Wrap-up and Post Contact Processing (PCP). Work that is necessitated by and
immediately follows an inbound transaction. Often includes entering data, filling out forms and
making outbound calls necessary to complete the transaction. The ETSD professional is
unavailable to receive another inbound call while in this mode.
Agent
An ETSD professional. Term commonly used in system generated reporting.
AHT
See Average Handle Time
All Trunks Busy (ATB)
The state of a trunk group when all trunks are in use. The trunk group cannot accept any new
inbound or outbound calls in this state.
Allocation Routing
A method of statistically distributing calls among ETSD Centers based on historical patterns.
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Glossary
Enterprise Technology Services Desk
ANI
See Automatic Number Identification
Announcement
A recorded verbal message played to an end user
Answered Contact
A contact is counted as answered when it reaches an ETSD professional or it is resolved by an
Interactive Voice Response System (IVR).
ASA
See Average Speed of Answer
Asset Management
Allows an organization to track hardware and software products installed or inventoried within
the organization.
ATB
See All Trunks Busy
ATT
See Average Talk Time
Automatic Call Distribution (Distributor) (ACD)
A telephone system that can automatically answer calls, place them in queues, play recorded
announcements, generate real time statistics and historical reports.
Automatic Escalation
A feature included in most case management systems that forwards a case to the next ETSD
service tier when a service level agreement is broken.
Automatic Number Identification (ANI)
A feature included in Computer Telephony Integration (CTI) systems that provides either the
billing phone number from which a call originated or the phone number itself.
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Glossary
Enterprise Technology Services Desk
Auto-Population
A feature that automatically populates a field with specified information. As it is related to
knowledge management, the selected solution is written into the end user’s problem or
request. This feature saves time and promotes consistency in recording end user problems or
requests in the case management system.
Automatic Routing
A feature included in sophisticated knowledge bases that forwards a new solution candidate to
the knowledge base administration Inbox for verification and publication for use.
AUX
Auxiliary—This is a mode an ETSD professional activates on their phone while performing noncontact related activities such as restroom, breaks, short training sessions, etc. For tracking
purposes, phones are usually programmed with codes for each type of AUX activity. While in
AUX, the ETSD professional is not available to take inbound calls.
Avail
Available—The time the professional was logged in waiting for a contact.
Available Time
The total time the ETSD professional in a skill group is available.
Average Handle Time (AHT)
The average amount of time spent assisting a end user and completing any follow-up work.
AHT = ATT + ACW + Hold Time.
Average Speed of Answer (ASA)
The average amount of time it takes to answer a contact once it enters the queue. This number
is used for service level calculations.
Average Talk Time (ATT)
Average amount of time an ETSD professional speaks with a end user. Does not include Hold
Time or ACW time.
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Glossary
Enterprise Technology Services Desk
Average Time to Fix (ATTF)
The time between the end user’s first report of an incident and the point at which a satisfactory
resolution has been provided.
B
Backlog/Work in Progress (WIP)
Cases that remain open or pending resolution due to parts on order, escalation procedures, or
additional research needed.
Batch Files
A group of sequenced commands that can be ‘batched’ together and executed by simply typing
the name of the file, instead of the individual commands .
Blocked Call/Blocking/Blockage
Incoming calls that cannot enter into the ETSD queue due to a high backlog. A call may be
blocked because no trunk is available or because the ACD system is programmed to prevent
incoming calls when call volume exceeds predetermined thresholds.
Burn In
To run a system or device continuously for a specific period of time (i.e. 24 hours) to ensure all
components are working. Most machines will go though a ‘burn in’ test before sale.
Business Critical
A problem is classified business critical when job production or end user productivity is halted
or when a deadline must be met. end user
C
Call Center
A single or virtual site into which incoming contacts are received and answered. Call Centers
are inbound call-in only, and deal specifically with question-and-answer types of issues – for
example, “How do I renew my driver’s license?” would be a call center type of question. See
also Contact Center.
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Glossary
Enterprise Technology Services Desk
Call Logging
The process an ETSD professional performs of recording end user information and problem
details into the case management software.
Call Monitoring
The process of listening to a live call.
Callback
Calls from the ETSD professional to a end user regarding an existing case. The call may be to
follow-up on an existing case, to collect additional information.
Calling Line ID (CLID)
Information about the billing telephone number from which a call originated. The CLID value
might be the entire phone number, the area code, or the area code plus local exchange.
Calls In Progress
The total number of calls to a route or service that is currently online, in queue, or being
handled at the peripheral device.
Calls Incoming
The number of calls in the queue.
Call-tracking Software
See Case Management Software.
Capture
The first of the Three C’s of knowledge management.
This step involves identifying and
collecting information.
Carrier
A company that provides telecommunications circuits. Carriers include the local telephone
company and companies such as AT&T, MCI, and Sprint.
Case
A notation, created in the case management software, recording a problem or service request
from a end user. A system generated number is assigned to each case. Cases may be created
from phone calls, email, fax or Web based transactions.
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Glossary
Enterprise Technology Services Desk
Case Management
“Cradle to grave” resolution. The ability to track a case from inception to completion.
Case Management Software
Software package(s) used to store and manage end user inquiries and problems (known as
‘cases’). Enables the ETSD to track contact history, manage escalations, provide feedback to
end users on follow-up issues, and maintain an active database.
Case Viewing
The ability to review open and closed cases.
Catalog
The second of the Three C’s of knowledge management.
This step involves organizing
information and populating the knowledge base. The cataloging process is where information
becomes knowledge.
Categorization
Hierarchy built for managing access to particular solutions or knowledge articles. Popular with
case management systems in the Help Desk and Call Center space. An alternative method to
key word searches for categorizing knowledge articles/solutions. Based on a three or four tier
hierarchal structure to group knowledge articles and solutions.
Category Owner
The ETSD professional who has a higher-level of skills and understanding in solving specific
types of problems and has been given the responsibility for maintaining those solutions in the
knowledge base.
Central Controller
The computer or computers running the Intelligent Call Router and the ICR Database Server
(Logger).
In addition to routing calls, the Central Controller maintains a database of
information collected by the peripheral gateways as well as data that the Central Controller has
accumulated about the calls it has routed.
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Glossary
Enterprise Technology Services Desk
Central Database
The relational database residing on the ICR Central Controller, which stores historical 5 minute
and half-hour call-detail records, ICR configuration data, and call routing scripts.
Central Office (CO)
The switching office of the local telephone company. The local central office receives calls from
within the local area and either routes them locally or passes them to an interexchange carrier
(IXC). On the receiving end, the local CO receives calls that originated in other areas from the
IXC. A local central office connects a Call Center directly with the local phone company’s central
office.
Channel Capture / Ticket Source
The ability to capture the medium source from which a contact originated.
Clone
A machine that functions exactly like another, better known product. Usually, this phrase is
used when a smaller manufacturer produces a machine exactly like one produced by a large
international firm.
Closed Contact
A contact is closed when the work has been completed, follow-up contact has been made to
the end user and recorded in the case management software, and the work was completed to
the end user’s satisfaction.
Communication
The final of the Three C’s of knowledge management.
This step is the transference of
knowledge to end users. It also includes the replacement of knowledge in the knowledge base.
Compass Knowledge
Information not readily available, yet where a known, reliable source can be contacted.
matter experts or like organizational sources are points of contact for this knowledge
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Subject
Glossary
Enterprise Technology Services Desk
Computer Telephony Integration (CTI)
The ability to have a user’s information “pop up” on an ETSD case management screen to ease
data entry and integrity, and speed up the case handling process. Requires integration between
the Centrex ACD switch and the ETSD case management application.
Computer Telephony Integration (CTI) Gateway
The ICR process that acts as a server for CTI clients to communicate with the ICR. The CTI
Gateway process may run on the same computer as the Peripheral Gateway process or on a
separate computer.
Concept-Based Search
The search for a solution in the knowledge base based on ideas rather than words. This type of
searching allows for a broader scope of results. Compare with word-based search.
Concurrent Users
The number of end users able to access a piece of software at the same time (concurrently).
Determining the maximum number of expected concurrent users allows a company to purchase
enough software licenses to cover the ‘peak’ number of users rather than one license for every
employee.
Conferencing (Soft transfer)
When the ETSD professional cannot resolve the end user’s issue initially and brings someone
else into the call via a conferencing feature.
Configuration
The system set up. Configuration can apply to hardware or software.
Configuration Management
Ensures the contents of all controlled items is known, all changes to these items are authorized
and accurately implemented and tracked, and version control is maintained.
Configuration Registry
A repository of configuration data maintained by the Windows 9x, 2000, ME and NT operating
systems. All applications on a computer can access the registry to store and retrieve
configuration information.
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Glossary
Enterprise Technology Services Desk
Contact
The initiation of an ETSD case stemming from different mediums, to include: telephone, fax,
email, self service connection.
Contact Center
A single or virtual site into which incoming contacts are received and answered, and outbound
calls are made. While Contact Centers may deal with question-and-answer types of issues – for
example, “How do I renew my driver’s license?”, the purpose of a contact center is to provide
outbound calling capacity. For example, a campaign of notifications to the public would be
conducted via a contact center. Compare to Call Center and Enterprise Technology Services
Desk.
Contact Engine
The e>Support contact engine is the central processing module that controls which type of
contact method is assigned and the type of priority. The contact engine also determines the
routing, queue methods and service levels that apply.
Contact History
An audit trail of how a contact was processed and resolved.
Contact Management
The ability to store contact information and unique identification of all end users.
Contact Ownership
The principle in which the individual receiving the initial contact is responsible for that contact
end user until the case is closed, even if the case is forwarded to another individual or group.
Contact Routing
A strategy by which each incoming contact is individually processed to determine the optimum
destination. The decision for each contact can be based on real time information about the
state of each ETSD as well as historical data. In contrast, simple allocation routing statistically
distributes contacts among ETSD professionals based on historical patterns.
Cost Per Contact
The cost per contact can be calculated by the total number of contacts the ETSD receives,
divided by the total annual cost of the ETSD.
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Glossary
Enterprise Technology Services Desk
Cost Per Minute
The cost per minute is calculated by identifying the cost per contact of the ETSD and dividing
this figure by the average talk time of the ETSD professionals.
Current Call
The call that the ICR (or a specific script) is currently processing. The ICR receives a routing
request for a call and locates a target to which the call can be routed.
D
Decision Tree
A visual tool for charting troubleshooting next-steps where complex information needs to be
taken into account.
Delay In Queue
The sum of time that calls spend in the queue for routing or service. Delay in queue can also
take into consideration abandoned calls.
Delay Time
The time spent processing a contact after it arrives at a peripheral, but before it is either
queued or presented to an ETSD professional.
Dialed Number (DN)
The number that a caller dialed to initiate a call; for example, (800) 123-4567.
Disaster Recovery Planning
Computer and/or data recovery procedures in place to respond to a natural disaster or
widespread damage caused by individuals.
Dispatch
A dispatch occurs when an onsite visit is necessary to resolve an end user’s issue.
DNIS
Dialed Number ID Service—A string of digits that the telephone network passes to the ACD,
VRU, or other device, to indicate what number the caller dialed.
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Glossary
Enterprise Technology Services Desk
Drill-Down Editor
Drilling down enables you to launch a new template from within a report window.
Drill-down template
A template assigned to a report component through the Drill-Down Editor. Drill-down
templates can be launched from within a report window.
Duplexed
An arrangement in which two duplicate physical devices act as a single logical device. If one of
the physical devices fails, the system continues to run normally by using the remaining physical
device. See also Simplexed.
E
Element
The third level of the four-tier hierarchy of classifying solutions in the case management
system. The Element category is used to offer additional information on the Subject and Type.
On this level, specific versions of software and models of hardware will be defined.
Emulation software
Emulation software is designed to make a computer system behave like a mainframe or
minicomputer terminal so that it can be used to access and manipulate programs and data
being stored on different types of computer systems.
End User
The End User is the person making contact with the ETSD.
The term also generally applies to the ultimate user (or “audience”) of a system or application.
Enterprise
The agencies, commissions and organizations, comprising the governing bodies within the
State of Florida.
Enterprise Notification
The ability to communicate key information to the enterprise via the self service portal.
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Glossary
Enterprise Technology Services Desk
Enterprise Technology Services Desk (ETSD)
An Enterprise-wide support center providing technology support to all enterprise end users.
The ETSD provides integrated enterprise management services, including asset management,
change management, configuration management, capacity management, security and system
monitoring, dispatch and notification, metrics and reporting, end user surveys, and more.
Knowledge centers and help desks are both components of the larger Enterprise Technology
Services Desk.
Escalation
The ability to identify, communicate and assign responsibility for resolution of a case, problem,
or change to groups or individuals based on business impact or severity. It is important to note
that ownership remains with the original ETSD professional, and the escalation occurs when the
support professional has exhausted available resources, as dictated by an SLA and requires a
higher tiered ETSD support professional for resolution, or when time constraints are involved
due to high business impact.
ETSD Professional
Tier 1 through Tier 4 support personnel providing customer service to end users.
Expected Delay
The ICR’s predicted delay for any new call added to a service or route queue. The expected
delay value is valid only if support centers professionals are not available for the route or
service.
Explicit Knowledge
Knowledge that is easily conveyed to others.
F
Firmware
Software that is written to ROM (hardware)—that is, firmware is a combination of hardware and
software
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Glossary
Enterprise Technology Services Desk
First Contact Resolution
When Tier 0 or Tier 1 support resolves and closes the initial problem reported without any other
intervention, assistance or delay.
Follow-Up Contact
A contact placed by the ETSD professional to the end user.
G
Granularity
The extent of separate components in a system—the more components (the higher the
granularity) the easier it is to perform repairs by swapping out faulty modules.
H
Handle Time
The time an ETSD professional spends on a contact and performing after-call work.
Hardware
Any item that makes up a physical part of a computer system—for example, a hard disk,
microprocessor, memory, printer etc.
Help Desk
A group that receives calls reporting problems with equipment. A Help Desk records and tracks
contacts, provides solutions, and reports trends to management. The term ‘Help Desk’ is now
used mainly for ‘reactive’ organizations.
The support formerly given by Help Desks is an
element of an overall Enterprise Technology Services Desk. See also Call Center and Contact
Center.
Hold Time
The amount of time the professional had end users on hold during the measured interval.
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Glossary
Enterprise Technology Services Desk
Hot Spares
Extra hardware, compatible with and configured like most client hardware that can be used to
replace malfunctioning hardware with minimal downtime.
I
ICR
See Intelligent Call Router
Idle
Another name for the Not-ready state. See Not-ready state.
Immediate Support
Any support provided by an ETSD professional on the telephone or through any other ‘live’
method in which a resolution is expected and delivered immediately.
Incoming Call
A call offered to a route or service from an external carrier.
Index
A database construct that allows for quick access to data and data sorting, and that can be used
to prevent the creation of duplicate data.
Integrated Architecture
An equipment design created by bringing together all separate components and having no
division between those components.
Integrated Services Digital Network (ISDN)
An international standard for telephone transmission. ISDN provides an end-to-end digital
network and provides a standard for out-of-band signaling. It also provides greater bandwidth
than older telephone services. The two standard levels of ISDN are the Basic Rate Interface and
the Primary Rate Interface.
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Glossary
Enterprise Technology Services Desk
Integrated Software
Software applications that are packaged together and sold as a suite of products. Microsoft
Office 2000 and Corel PerfectOffice are examples of integrated software.
This software
generally does not require all components to be installed to work.
Intelligent Call Processing (ICP)
AT&T’s name for the facility that allows third-party products, such as the Intelligent Call Router,
to pre-route calls.
Intelligent Call Router (ICR)
The ICR provides Pre-Routing™, Post-Routing™, and performance monitoring capabilities.
Interactive Voice Response (IVR) or Voice Response Unit (VRU)
IVRs and VRUs are used to remove some of the call burden from the Knowledge Center by
distributing recorded information to calls. IVR and VRU messages can help end users perform
common, routine tasks such as resetting passwords, resetting print queues, etc.
IVR
See Interactive Voice Response. Also known as Voice Response Units (VRU).
J
Job Scheduler
A tool that enables specific commands to be executed automatically at given dates and times.
K
Key
An entry in a database index.
Each key in the index corresponds to a table row and is
composed of specific column values from that row.
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Glossary
Enterprise Technology Services Desk
Key Performance Indicators
Sets of summarized reports targeted at support management to improve resolution and
response time to end users.
Knowledge
Information that has been refined, formatted and verified so that it is ready for use by ETSD
professionals and end users.
Knowledge Article
A discreet request/solution or problem/solution document specific to a particular problem or
request that is processed through the knowledge center. A knowledge base is typically made
up of many knowledge articles that have been categorized by issue or type.
Knowledge Article Creation
The act of creating a Knowledge Article including a clear description of the problem/request,
the appropriate categorization or key words, and step by step resolution steps.
Knowledge
Articles may be created by Knowledge Engineers, Knowledge Contributors, Knowledge
Managers and ETSD Professionals.
Knowledge Article Retirement
The act of retiring a knowledge article that has been in production use at the Knowledge
Center. Typically occurs when root cause analysis has been performed and the problem/issue
has been eliminated. May also occur when a system, application or process becomes obsolete.
Knowledge Base
The database populated with solutions to real problems or questions posed by end users.
Knowledge Base Growth Rate
The percentage growth in the Knowledge Base as a result of implementing knowledge
management practices. Growth rate for a new knowledge base is 20-25% per month. In a
mature, stable environment, the growth rate is less than 3% per month. Maturity is hit typically
within a 4 month period of time.
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Enterprise Technology Services Desk
Knowledge Base Utilization
Calculated as the amount of time the knowledge base is utilized to effectively communicate a
solution or answer to an end user.
Considered a key metric in managing the successful
deployment of knowledge management. Impacts improvement in First Contact Resolution and
knowledge retention/scalability.
Knowledge Center
Records, tracks requests, provides solutions and information to end users. A Knowledge Center
maintains the repository of knowledge of end users and the knowledge base of problems,
requests and solutions for both. The Knowledge Center provides reporting on the knowledge
gained from end users and their experiences/needs to enhance business value in the
enterprise.
A knowledge center is an element of an overall Enterprise Technology Services
Desk.
Knowledge Contributor
An individual, generally a subject matter expert, who contributes knowledge articles and/or
solutions to the knowledge base. The knowledge contributor sends the potential knowledge
article to the ETSD Manager for scrubbing, testing and population.
Knowledge Management
The process of identifying, collecting, manipulating, and maintaining information to make it
accessible and usable by your ETSD professionals and end users.
L
Logged On
A state in which ETSD professionals have made their presence known to the system.
Logical Interface Controller
An entity that represents a single simplexed or a pair of duplexed physical interface controllers.
A physical interface controller is either a Network Interface Controller (NIC) or a peripheral
gateway.
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Enterprise Technology Services Desk
Longest Available (LA)
The ETSD professional who has been continuously in the ‘available’ state for the longest time.
M
Mean Time to Fix (MTTF)
See Average Time to Fix (ATTF).
Mirroring
An arrangement by which changes to one storage device are automatically written to a similar
device. For example, you can set up a disk as a mirror of another disk so that all ‘writes’ to one
disk are also automatically written to the other. This allows for recovery from media failure.
Mirrored disks are an alternative to a RAID configuration.
Module
The fourth level of the four-tier hierarchy of classifying solutions in the case management
system. The Module is used on an ‘as needed’ basis to further define the software versions and
hardware models defined in the Element.
N
Needs Analysis
An evaluation of your current ETSD to determine what changes should be made. Your mission
statement should determine the scope of your analysis.
Next Available (NA)
A routing strategy for selecting an ETSD professional to handle a contact. The strategy seeks to
maintain an equal load across skill groups or services.
Node
An executable element within a script. A script consists of nodes, connections, routing targets,
and comments. Also, a single computer within a network.
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Enterprise Technology Services Desk
Non-Problem Contact
A call to the ETSD where the end user requests information or the status of a case, or in
instances of a wrong number. There is no problem associated with this type of contact.
Not-Ready State
A state in which ETSD professionals are logged-on but are neither involved in contact handling
activity nor available to handle a contact.
O
Open Architecture
A hardware or software design that follows widely published specifications.
Such a design
usually makes the product more flexible by increasing the number of other products that can
be interconnected.
Open Contact
Any contact or case that has not been resolved or not solved to the end user’s satisfaction.
P
Paging
See swapping
Password Reset
The ability to reset passwords for a user on supported targeted systems from the ETSD.
Password Synchronization
Tha ability to synchronize end user passwords across supported targeted systems.
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Glossary
Enterprise Technology Services Desk
Passive Knowledge
Information that people have, but they do not know that they need to share it until asked.
Percent Utilization
Computed by dividing the total time a ETSD professional spent handling contacts by the total
time the ETSD professionals were ready. (The ready time is calculated by subtracting the NotReady time from the total time the ETSD professionals were logged on.) The value is expressed
as a percentage.
Peripheral
A
switch, such as an ACD, PBX, or IVR, which receives calls that have been routed by the
Intelligent Call Router.
Peripheral Device
Any external device connected to a PC or laptop, including printers, mice, scanners, and
monitors.
Plug
An item that can be interfaced directly to another.
Plug Compatible
A third-party product that is a direct equivalent and replacement for an ‘official’ product.
Primary Response Time (PRT)
The time between when the end user first reports a problem and when the end user speaks with
an ETSD professional.
Priority Level
See Severity Level.
Private (Automatic) Branch Exchange (P(A)BX)
A device located at a end user’s site that switches incoming calls to extensions within that site.
A PBX can be used to implement direct inward dialing.
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Enterprise Technology Services Desk
Private Network
A network made up of circuits for the exclusive use of one end user. Private networks can be
nationwide in scope.
Problem Management
The ability to link a problem that requires a change to the IT infrastructure within the change
management module. Problems are managed to resolution and the deployment of the change
(successful or unsuccessful) is tracked within the system.
Proprietary
Privately owned and closed.
This software is typically owned by one organization and
specifications are not available to create a duplicate product.
Public Domain Software
Any software that can be used for free AND is not copyrighted. This does not include freeware.
Public Switched (Telephone) Network (PS(T)N)
The public (analog) telephone network. Compare with ISDN.
Push Technology
The ability to send data to a end user without him or her requesting it. Popular forms of push
technology can come from logon scripts or executables loaded on the desktop, which are
performed when a defined command is carried out.
Q
Query
The act of requesting information from a database, or the statement used to request that
information.
Queue
The status of an End user who has reached the ACD system and is waiting to speak to an
ETSD professional—similar to end users waiting in a checkout line at the grocery store.
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Enterprise Technology Services Desk
Queue Time
The time a call spends queued at a peripheral waiting for an ETSD professional to become
available. Queue time occurs after delay time and before ring time.
Queued Call
A call that arrives at a peripheral and held until an ETSD
professional or other resource
becomes available to handle the call.
R
Ready State
When a ETSD professional is logged on to the system and is currently available to handle a
contact, is talking
a call, or is involved in after-call work and presumed to be available to
handle another contact when done. See also Available State.
Real-Time Data
Information about certain entities within the ICR system is updated continuously.
Redundant Array of Inexpensive Disks (RAID)
A storage device that provides fault-tolerance through redundant physical disks. A RAID system
is an alternative to mirrored disks.
Remote Control Software
Software that enables the ETSD professional to ‘take over’ the end user’s computer from a
location other than the end user’s desk.
Report
The final presentation of data, titles, dates and times, and graphic elements either printed or
displayed in a monitor ICR window.
Reseating connections
Reseating a connection resolves many hardware break/fix problems. A hardware break/fix may
have resulted in a loose connection or unintentional disconnect. Power down the PC, secure
any loose cabling, such as: modem, network card, mouse or keyboard cords, and restart the PC.
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Enterprise Technology Services Desk
Reserved State
A state in which an ETSD professional is awaiting an interflowed contact and is unavailable to
receive any incoming contacts.
Resolution
See Closed Contact.
Response Time
See Primary Response Time.
Responsive Support
Support in which the ETSD responds to emails, scheduled onsite visits, or any other type of
delivery of service in which the ETSD has complete control over timing of the service.
Root Cause Analysis
The analysis performed to eliminate 10% of the problems that are reported to the ETSD.
Analysis performed covers understanding the symptom of the problems reported and the
underlying cause of the problem. By understanding the cause of the problem, a final fix can be
put in place that eliminates the problem from the infrastructure, application or business
process. Root Cause Analysis is critical to continue to build an effective knowledge base and to
raise end user satisfaction levels.
Router (IP)
A device that dispatches messages to their appropriate destinations within or between IP
networks. See also Internet Protocol (IP).
Routing Script
An entity that sends routing requests to the ICR. Each logical interface controller can be
mapped to one or more routing clients.
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Glossary
Enterprise Technology Services Desk
S
Screen Pop
The ability for an application to automatically display relevant information on a computer
screen based on the telephone number of an incoming call.
Screen Scraper
Software that takes data from a mainframe and presents it in a Graphical User Interface, or GUI,
format. Screen Scrapers that can manipulate the data into Hypertext Markup Language (HTML)
format are also available.
Self Healing
A tool that automatically diagnoses software application problems and attempts to fix those
problems automatically, without added assistance. The application stores important executable
files in a locked, user-proof folder created within the computer, and automatically compares
each file to the stored file in order to detect critical changes each time a program is opened. If
changes have been made, the program will restore the last working file without interruption.
Self Service (Tier 0 Support)
A Web interface that allows end users to search through an online knowledge base for a predefined resolution, in turn, eliminating the need to speak with an ETSD professional. See also
Tier 0 support.
Service
A particular type of processing or problem resolution skills that the end user requires.
Service Level
An important indicator of how the ETSD is functioning. A percentage measurement of how often
the ETSD has met its commitment to answer ‘x’% of calls within ‘n’ seconds during a defined
period of time.
Service Level Agreement
A service level agreement is a commitment of the ETSD to provide specific service within a
specific time frame with specific results defined.
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Enterprise Technology Services Desk
Severity Level Management
The ability to set and manage time and priorities for internal support professionals.
Shadow Knowledge
Information that people are looking for but they do not know where to find it. This type of
information is the most expensive in an organization because so much time is wasted trying to
find out the information needed.
Shadowing
Shadowing allows a computer system to copy ROM-based code, such as the PC’s Basic Input
Output System (BIOS), into RAM upon boot up thus increasing the speed at which the BIOS code
can be executed (RAM is faster than ROM).
Shareware
Software that is distributed for “trial” use.
The agreement usually entitles users to try the
product for a period of time, and if they like it, purchase it.
Shrinkage
An adjustment factor applied to calculated ETSD
staffing levels to take into account other
variables, such as: breaks, sickness, vacations, meetings, system crashes, training, etc.
Shrink-wrapped software
These types of programs often run from a local copy on the end user’s computer system. This
software can be purchased off the shelf at a computer store or via mail from a reseller or
distributor.
Skill / Split
A collection of ETSD professionals who share a common set of skills. Contacts are routed to
Skills and Splits by the ACD system.
Skill Group
A collection of ETSD professionals who share a common set of skills
Soft Transfer
See Conferencing.
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Glossary
Enterprise Technology Services Desk
Solution
The step-by-step resolution to a end user’s problem written and conformed to a specific
format.
The solution contains a description of the problem, symptoms of the problem, a
description of how the end user may describe the problem and other information that may aid
professionals in solving end user issues.
Staffing
The number of ETSD professionals required to supply services during specific periods of time.
Stand Alone
A device that is self-contained and requires no other PC components to function. A copier is a
stand-alone device because it requires no other component to make it work. A scanner is not a
stand-alone device, as it requires a PC to process the image.
Standard Images
A CD or network directory that includes a pre-configured set of all the software and drivers to
be installed on a particular group of machines. As a result, an environment of software cloned
machines is created.
Standard Operating Procedure (SOP) Manual
A manual that includes everything the ETSD
professionals need to perform their jobs.
Incorporated in the manual are the policies and procedures, call escalation charts, contact lists,
supported environments, and service level agreements.
STEM
A sample name given to a four-tier categorization of a knowledge article or solution.
An
acronym that stands for System, Type, Element, and Module.
Subject
The first level of the four-tier hierarchy of classifying solutions in the case management system.
The broad categorization designed to serve as a catch-all group of headings. This category is
primarily used for organization.
Support Center
A generic term to describe Help Desks, Call Centers, Contact Centers, Knowledge Centers, and
Technology Services Desks, where issues being discussed could relate to any or all of these
types of organization.
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Glossary
Enterprise Technology Services Desk
Swapping
When a computer does not have enough main memory to execute all the programs held in main
memory (RAM), it may use disk space (swap space) to supplement the ‘real’ memory. When a
portion of program code or data is moved into this disk space to free up RAM this is known as
swapping or paging
Switch
A telephone systems within an enterprise that switches calls between enterprise users on local
lines while allowing all users to share a certain number of external lines. The main purpose of a
switch is to save the cost of requiring a line for each user to the telephone company’s central
office. The term ‘switch’ is replacing the terms ‘PBX’ and ‘PABX’.
System Management Software
Enables ETSD professionals to remotely take over a end user’s computer.
T
Tacit Knowledge
The how-to knowledge based on clues, instinct and insight. This type of knowledge is difficult
to communicate to other people without sharing insight or context of the problem and the
solution. Compare with explicit knowledge.
Talk Time
The total time that the ETSD professional is on the phone with a end user.
Template
A file that specifies the types of data to be displayed in a report and how the data will be
displayed (graph, chart, etc.). The types of data and the display style are fixed in the template
file; you can, however, modify templates or create new templates.
Termination Call Detail
Data that contains information about how each call was handled at a peripheral.
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Glossary
Enterprise Technology Services Desk
Ticket
A notation, created in the case management system, recording the problem incident that the
end user reported to the support center. Otherwise known as a case.
Tier (0) Zero
A self service portal providing information focused at resolving an issue quickly based on
knowledge and information previously gathered and stored in a knowledge center.
Tier (1) One
An end user’s first contact level with an ETSD professional. Most contacts should resolve at
this level.
A Tier One professional generally has approximately one year of experience
providing customer service, and has direct access to the knowledge center, as well as Tier 2 and
Tier 3 assistance.
Tier (2) Two
Tier 2 contact provides assistance to end users with moderately difficult and time consuming
problems. Tier 2 professionals generally have 1-2 years of experience in customer service and
applications and hardware support.
Tier (3) Three
Tier 3 contact provides direct interaction with experts in network operations, voice, telephony,
general application and hardware support.
Tier 3 professionals are highly skilled in their
specialties, and commonly interact with contracted vendors providing supporting services.
Tier (4) Four
Tier 4 contact provides direct interaction with subject matter experts with problem solving skills
of a highly complex and technical nature. Tier 4 support is typically from an application owner,
who can not only resolve the end user’s issue, but provides enhancements and modifications to
applications.
Time to Respond
See Primary Response Time.
Total Staff Hours
The total time a professional is logged into their phone.
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Glossary
Enterprise Technology Services Desk
Transfer
Sending a contact from one professional to another.
Troubleshoot
To isolate the source of a problem and fix it.
Trunk
A single telephone line.
Calculating the optimum number of trunks required under all
conditions is an important goal for all ETSD managers because there are related cost and end
user satisfaction issues.
Type
The second level of the four-tier hierarchy of classifying solutions in the case management
system. This category further defines the Subject and contains broad references to types of
hardware, software, and other items defined in the Subject.
U
Unified Messaging
Unified messaging integrates email, voicemail, fax, mobile telephone messaging and pager
messages into a single managed communications framework that allows office workers and
home workers (telecommuters) to have access to all of their communications capabilities from
anywhere at any time. Within the world of ETSD management, unified messaging simplifies
connectivity and makes it easier to implement virtual services.
UPS
Uninterrupted Power Supply—Back-up generator used to power the ETSD in the event of power
loss.
Upward Compatibility
Software that is able to run on a minimum configuration machine, as well as a more powerful
machine. Upward Compatibility allows software to remain functional as technology changes.
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Glossary
Enterprise Technology Services Desk
Utilization
The percentage of time support professionals are handling contacts (Talk Time + After-Call
Work) compared to waiting for an incoming contact—usually measured over half- hour intervals
(1800 seconds). This figure is also known as the Occupancy.
V
Vector directory Number (VDN)
Vector Directory Number—A special number that routes the call, via ACD, to a specific group in
the ETSD.
Virtual Support Center
An approach to enterprise wide ETSD management that treats several geographically dispersed
support centers as if they were a single support center.
Voice over IP (VoIP)
This standard allows voice traffic to be carried across networks or other data connections (such
as the standard telephone system and ISDN) that use the TCP/IP networking protocol.
Voice Response Unit (VRU)
A telecommunications computer, also called an Interactive Voice Response unit (IVR), that
responds to caller entered touch-tone digits. The VRU responds to caller-entered digits in
much the same way that a conventional computer responds to keystrokes or a click of the
mouse. The VRU uses a digitized voice to read menu selections to the caller. The caller then
enters the touch-tone digits that correspond to the desired menu selection.
W
Web Case Access
Web Case Access allows end users to submit or retrieve case information through a secure Web
site using various search criteria such as: case number, submitted date or end user ID number.
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Glossary
Enterprise Technology Services Desk
Web Chat
Usually available to end users who have questions when browsing a Web site. Web chat enables
end users to communicate with a support service professional through real time text messaging
without making a telephone call or waiting for an email response.
Web Self-Help
Web self-help allows end users to search an online knowledge base using relevant key words or
phrases for information or resolutions. See also Self Service and Tier 0.
Wide Area Telecommunications Service (WATS)
A special service provided by an interexchange carrier that allows a end user to use a specific
trunk to make calls to specific geographic zones or to receive calls at a specified number at a
discounted price.
Word-Based Search
The search for a solution in the knowledge base based on words rather than ideas. This type of
searching results in exact results based on text matching. Sometimes known as a key word
search.
Workload
Because the work undertaken by ETSD professionals includes an element of “off the phone
time,” we refer to their “workload” as an overall description of what they do.
Work-Not-Ready State
A state in which a ETSD professional is involved in after-call work and is presumed not to be
ready to accept incoming contacts when complete.
Wrap-up
Call-related work performed by a ETSD professional after the call is over.
Z
Zoom
To shrink or enlarge the appearance of objects on the screen.
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