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Appendix B: Glossary of Terms
| ACD |
Automatic call distributor: A telephony device that distributes incoming calls
to a specific group of terminals used by agents. ACD systems are quite often
found in companies that handle a lot of incoming phone
calls and where the caller does not need to speak with a specific person but
wants to speak with an available person at the earliest opportunity. http://en.wikipedia.org/wiki/ACD |
| CMT |
Common Measurements Tool: A user-friendly client satisfaction survey instrument
that facilitates benchmarking across public-sector jurisdictions. Using the CMT,
public‑sector managers can understand client expectations, assess levels
of satisfaction, and identify priorities for improvement. http://www.iccs-isac.org/eng/cmt-about.htm |
| EMIS |
Expenditure Management Information System: An information platform that has been
created to improve decision making, accountability, and transparency in
government. It is a government-wide system that supports the Management
Resources and Results Structure (MRRS) and alignment of information on the
priorities, planned and actual expenditures, and results of program activities. /emis-sigd/General_FAQs_e.asp |
| Erlang C | A specific version of a
formula used to estimate the number of lines required in a network or to a
central office (PSTN exchange lines). The "C" version models queuing
situations where all blocked calls stay in the system until they can be handled.
This applies well to the design of call centre staffing arrangements where, if
calls cannot be immediately answered, they enter a queue. http://www.erlang.com/whatis.html#models |
| FCR |
First Call Resolution: Properly addressing the client's need on the first call,
thereby eliminating the need for the client follow-up with a second call. Talk
time (the average time an agent spends on each call) is a common call centre
performance metric. In general, fast talk time averages are desirable. However,
fast talk time averages accompanied by poor first call resolution rates are a
sign that customer calls are not being answered satisfactorily. http://searchcrm.techtarget.com/ ateQuestionNResponse/0,289625,sid11_gci815374,00.html |
| GoC |
Government of Canada http://www.canada.gc.ca/ |
| Hills B | A variation of the Erlang C queuing formula that accounts for several "real-life" factors such as call abandons and busy signals. |
| IVR |
Interactive voice response: A telephony technology in which a person uses a
touch-tone telephone to interact with a database to acquire information from or
enter data into a database. IVR technology does not require human interaction
over the telephone as the user's interaction with the database is predetermined
by what the IVR system will allow the user access to. |
| KPI |
Key performance indicator: A significant measure used on its own or in
combination with other indicators to monitor how well a business is achieving
its quantifiable objectives. http://uis.georgetown.edu/departments/eets/dw/GLOSSARY0816.html |
| MAF |
Management Accountability Framework: This identifies the goals and objectives,
governance, and strategic direction of the federal government. It was
developed to provide public service managers, particularly deputy heads, with a
clear list of management expectations for the programs and services they deliver
within an overall framework for high organizational performance. /si-as/maf-crg/maf-crg-eng.asp |
| MRRS | Management,
Resources, and Results Structure Policy: This Policy supports the
development of a common, government-wide approach to planning and managing the
relationship between resource expenditures and results, while serving as a
consistent and enduring foundation for collecting, managing, and reporting
financial and non-financial information to Parliament. /rma/mrrs-sgrr_e.asp |
| Secretariat |
Treasury Board of Canada Secretariat: The
Secretariat provides advice and support to Treasury
Board ministers in their role of ensuring value for money. It also provides
oversight of the financial management functions in departments and agencies. |
[1]. See "The Service Delivery Network Profile" at /si-as/initiative/sdnp-prps/infowww-eng.asp.
[2]. Agent Utilization, Phone Channel, p. 17.
