You can use the Dictionary to assign names or synonyms to the following call center entities:
You can also use the Dictionary to work with items in the database. The tasks you can perform include the following:
Viewing ACD groups
Creating and administering custom calculations
Creating and administering constants
Creating and administering custom database items
Viewing standard database items
Viewing standard calculations
The names assigned through the Dictionary are displayed in reports. The Dictionary also enables you to create agent groups, change agent splits/skills, and change trunk string values for reporting purposes.
Note:
Changes to the Dictionary should occur during off hours when there are the fewest database updates. Otherwise, you will need to constantly query the database to update the cache on the computer where CMS Supervisor is running. This causes the real-time reports to hang and access to CMS Supervisor might be denied.
