 |
| E&M: |
Receive and transmit or (ear and mouth). Trunking arrangement generally used for two-way switch-to-switch or switch-to network connections Cisco’s analog E&M interface is an RJ-48 connector that allows connections to PBX trunk lines (tie lines). E&M is also available on E1 and T1 digital interfaces. |
|
| E1 |
A European standard digital trunk that has 31 channels of 64 Kbps each. |
|
| E911 |
Enhanced 911 service. This capability means that when a person dials "911" on a PBX the call is directed to the appropriate emergency services answering point, and that the location of the caller is part of the information. |
|
| Economies of Scale |
The principle of gaining better efficiencies through larger group sizes. For example, twice as many calls does not require twice as many staff or trunks to handle because of inherent efficiencies of larger offered call loads and larger groups. |
|
| Effectiveness Index |
The index is calculated by statistically combining into an index those metrics that are indicative of effective performance. This is considered to be quality and is impacted by customer-focused processes. |
|
| Efficiency Index |
The index is calculated by statistically combining into an index those metrics that are indicative of efficient performance. This is considered to be productivity and focuses on the cost of operating the business. |
|
| Enhanced Interior Gateway Routing Protocol (EIGRP) |
Enhanced Interior Gateway Routing Protocol. Advanced version of IGRP developed by Cisco. Provides superior convergence properties and operating efficiency, and combines the advantages of link state protocols with those of distance vector protocols. |
|
| Electronic Mail (E-Mail) |
The transmission, electronically, of letters, memos and messages from one computer to another. |
|
| Enterprise-wide Call Distribution |
A strategy for allocating calls among several call centers or other answering locations based on real-time information about activity at each location. ICM software implements enterprise-wide call distribution and allows calls to be sent to any network-addressable location within or outside of, an enterprise. |
|
| Erlang |
A measurement of telecommunication traffic usage. One Erlang equals 3600 seconds of usage in a one hour period of time. |
|
| Erlang Models |
A set of traffic engineering techniques utilized to determine numbers of facilities required in various telecommunications scenarios. Developed by Danish mathematician A.K.Erlang in early 1900s. Erlang B is used to determine required facilities in an "all calls cleared" situation such as automatic route selection in a PBX. Extended Erlang B is a modified technique used when there is measurable retry of calls taking place when calls are blocked. Erlang C assumes blocked calls will wait in queue and is therefore the Erlang technique used to determine staffing needs in a typical "hold for the next agent" contact center scenario. |
|
| External Metrics |
These are usually characterized as "soft" numbers as they are the collected attitudes, opinions, and emotions of customers or other interested parties. The data may be collected by survey, focus group, or interview methods. This represents the customer perspective. |
|
