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Dec 2, 2009

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ALSO CALLED: Call Centres DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report.Ask your questions about CRM at ITKnowledgeExchange.comAbandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned … Definition continues below.
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Desktop Authority Password Self-Service Version 4.1.1 sponsored by ScriptLogic Corporation TRIAL SOFTWARE: Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls. Posted: 15 Apr 2009 \| Published: 15 Apr 2009 TOPICS: Authentication \| Help Desks \| Password Management Software \| Passwords \| Self-Service Applications Software \| SQL Server \| User Interfaces \| Windows

Embarcadero DBArtisan 8.6 - Database Administration Tool: 14 Day Trial! sponsored by Embarcadero Technologies, Inc. TRIAL SOFTWARE: IT organizations are trying to support an increasing number of databases and database platforms. Meanwhile, database vendors are adding more features and updating their technology. DBAs must meet zero downtime requirements, and strict SLAs. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Database Administration \| Database Management Software \| Database Performance Management \| Database Security \| DB2 \| Downtime \| High Availability \| Productivity \| Service Level Management \| SLA \| SQL Server

Evaluate an AMD Opteron Powered ZT Systems Datacenter Server for 30 Days sponsored by ZT Systems PRODUCT DEMO: For a limited time, you can evaluate a ZT Systems server for 30 days with no commitment to purchase. Experience the quality, performance, and flexibility that have made ZT one of the fastest growing manufacturers in the data center server space, and learn more about our platform customization capabilities. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: Data Center Construction \| Data Center Design \| Data Center Management \| Data Centers \| Multi-core Processors \| Server Hardware

FREE Software Download - Inventory sponsored by VKernel SOFTWARE DOWNLOAD: Automatically collects important information about all VMs in the virtual infrastructure and creates a detailed inventory report showing VM name, created by and when, resource allocations, and much more. Posted: 25 Sep 2009 \| Published: 25 Sep 2009 TOPICS: Data Centers \| Inventory Management \| Inventory Management Software \| Reporting Software \| Server Virtualization \| Server Virtualization Software \| Virtual Machine \| VMware

FREE Software Download - VM Rightsizer sponsored by VKernel SOFTWARE DOWNLOAD: The VKernel VM Rightsizer is a simple tool for tuning your VMs with the right amount of resources (CPU, memory, and storage) to drive maximum VM densities without impacting performance. Posted: 25 Sep 2009 \| Published: 25 Sep 2009 TOPICS: Data Center Infrastructure Efficiency \| Data Centers \| Network Monitoring \| Network Performance \| Server Virtualization \| Server Virtualization Software \| Storage Capacity \| Virtual Machine \| VM \| VMware Server

FREE Software Download - Wastefinder sponsored by VKernel SOFTWARE DOWNLOAD: Quickly finds where resource capacity (CPU, memory, and storage) are being wasted in the virtual infrastructure. By identifying zombie VMs, expired snapshots, and other wasteful consumers, users can reclaim expensive capacity to optimize virtual environments and achieve a better, faster ROI. Posted: 25 Sep 2009 \| Published: 25 Sep 2009 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Network Monitoring \| Network Performance \| ROI \| Server Virtualization \| Virtual Machine \| VM \| VMware \| VMware Infrastructure 3

Hyper-V and System Center Virtual Machine Manager Cloning sponsored by Dell and Microsoft SOFTWARE DEMO: In this video, learn how to close a Microsoft Hyper-V VM with Systems Center virtual machine manager. Posted: 15 Dec 2008 \| Published: 15 Dec 2008 TOPICS: Data Centers \| IT Infrastructure \| IT Managers \| Server Hardware \| Server Management \| Server Virtualization \| Systems Management \| Virtual Machine Monitor

Implementing Chargeback For The Virtual Data Center: A Step-By-Step Approach sponsored by VKernel SOFTWARE DEMO: Many organizations recognize the need for Chargeback, but simply do not know where to start. The workshop will walk through an easy to understand step by step approach for implementing Chargeback. Posted: 15 Jun 2009 \| Published: 15 Jun 2009 TOPICS: Data Center Management \| Data Centers \| Memory \| Memory Management \| Network Configuration Management \| Storage Management \| Workshops

MessageStats Version 6.5.1 - Exchange Server Reporting and Analysis sponsored by ScriptLogic Corporation TRIAL SOFTWARE: MessageStats simplifies management of Exchange helping IT administrators to improve performance, increase efficiencies and plan for capacity requirements. Posted: 15 Apr 2009 \| Published: 15 Apr 2009 TOPICS: Capacity Planning \| Compliance Best Practices \| Messaging Security \| Microsoft Exchange \| Network Management \| Network Monitoring \| Network Monitoring Software \| RAS (Reliability, Availability, Serviceability) \| Reporting Software \| Server Accelerators \| Server Management \| SLA

VI Service Desk Version 4.0.1 - Free 30 Day Trial! sponsored by Velocity Integrations Software, Inc. TRIAL SOFTWARE: VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change. Posted: 21 Sep 2009 \| Published: 21 Sep 2009 TOPICS: CRM Software \| Help Desk Management \| Help Desk Software \| Help Desks \| Human Resources Software \| Reporting Software \| Software \| Technical Support Staff

VKernel Chargeback - Automated Chargeback Solution sponsored by VKernel TRIAL SOFTWARE: Many organizations understand they need cost-visibility or a more formal chargeback process in order to further expand their virtual data centers. The challenge is where to begin and how to implement an automated solution. Posted: 08 Jul 2009 \| Published: 08 Jul 2009 TOPICS: Cost Benefit Analysis \| Data Centers \| Data Visualization Software \| Enterprise Resource Management \| Network Monitoring Software \| Reporting Software \| Server Virtualization \| Server Virtualization Software \| VMware \| VMware ESX \| VMware Server

VKernel SearchMyVM - Find Information Fast, Save Time sponsored by VKernel TRIAL SOFTWARE: As your virtual infrastructure continues to grow in scope and complexity, just finding basic information starts to become a monumental task. Posted: 08 Jul 2009 \| Published: 08 Jul 2009 TOPICS: Data Centers \| Indexing Software \| IT Management \| Server Appliances \| Server Virtualization Software \| Storage Capacity \| Virtual Appliance \| VMware \| VMware ESX

VKernel SnapshotMyVM - Document Your Virtual Data Center in Minutes FREE! sponsored by VKernel TRIAL SOFTWARE: In a dynamic virtual environment where things are constantly changing, your VM documentation efforts become out-of-date as soon as you begin the time-consuming process. Posted: 08 Jul 2009 \| Published: 08 Jul 2009 TOPICS: Data Centers \| Data Visualization \| Document Imaging Software \| IT Management \| Reporting Software \| Server Virtualization \| Server Virtualization Software \| VMware \| VMware ESX \| VMware Server

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CALL CENTERS DEFINITION (continued): … before being answered through the controlled operation or routed according to the CDN's script.Abandoned Calls (Queues) An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone. Calls that abandon while in the Timed Overflow (TOF) queue are counted against the ACD queue that initiated the overflow. Abandoned Trunk Calls Before Threshold A peg count of Calls Abandoned that shows how many calls were abandoned …
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