Understanding Call Center terms

See the following table to become familiar with the Call Center module’s unique attributes:

Term	Definition
Action Request	A request made by a customer that becomes a work order or is linked to an existing work order
Address Alias	A popular name for an address, e.g., Haywood Mall or Cleveland Park
Attribute	A person, place, or thing associated with GIS layers and based only on the customer’s address, e.g., a council person, a school district, or tax map ID
Bulletin Board	A place in the system where you can view internal notices for your call center
Bulletin Board Notices	The actual notice that call center employees read or consult on the bulletin board
Calendar Group	A user-defined group for equipment with the same calendar periods
Calendar Group Period	A user-defined period of availability for a group of equipment, e.g., Spring Semester (03/01/08-04/30/08), Monday-Friday, 08:00-16:00
Contact	An address, employee, or customer used to identify the source of contact
Contact Number	The number the system automatically assigns a new contact
Customer Request	The record of an individual interaction with a customer, e.g., call record
Department	A department that offers information or service to customers through the call center
Knowledge Base (KB) Article	A searchable article that helps the call center employee facilitate customer requests. Knowledge Base Articles often contain a call script or other instructions.
Layer	When associated with a service problem code, GIS layers are used to filter features on the GIS map, e.g., street lights, water lines, etc.
Provider	An additional level of a department structure, used to route work to specific service providers within a single department
Service Category	An additional level of a department structure, used to filter service problem codes or KB articles based on categories of service problem codes.
Service Delivery Matrix	A pre-defined combination of Department, Provider, Service Category, and Service Problem Code associated to equipment to filter lookups and knowledge base articles.
Service Problem Code	A code that identifies a specific problem or request. Service problem codes are required when creating a work order from a customer request.