248 Symposium Express Call CenterGlossary Standard 2.0serverA computer or device on a network that manages network resources. Examplesof servers include file servers, print servers, network servers, and databaseservers. The Symposium Express Call Center server is used to configure theoperations of the call center. See also client.service levelThe percentage of incoming calls answered within a configured number ofseconds.service level thresholdA parameter that defines the number of seconds within which incoming callsshould be answered.siteA system using Symposium Express Call Center that can be accessed usingSMI.skillsetA group of capabilities or knowledge required to answer a specific type of call.skillset priorityAn attribute of a skillset assignment that determines the order in which callsfrom different skillsets are presented to an agent. When an agent becomesavailable, calls might be waiting for several of the skillsets to which the agentbelongs. The server presents the call queued for the skillset for which the agenthas the highest priority.supervisorA user who manages a group of agents.switchThe hardware that receives incoming calls and routes them to their destination.switch resourceA device that is configured on the switch. For example, a CDN is configured onthe switch, and then is used as a resource with Symposium Express Call Center.See also acquired resource.
