Telecommunications Glossary of Terms

Telecommunication Glossary - M

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• Make Set Busy (MSB): Engaging the Make Set Busy key on the agent's telephone logs the agent out of the telephone system. Telephone sets that are logged out of the telephone system cannot receive ACD calls.
• Manned: An agent is considered Manned if they are logged into the telephone system and able to take ACD or Non-ACD calls. When Manned, agents can be in the Available, Not Ready, ACD, or Non-ACD states.
• Manned time: The period of time an agent was logged into the ACD queue. Manned time includes time spent in the Available, ACD, Not Ready, or Non-ACD states. Manned time is accumulated when an agent logs into the telephone system and stops when the agent engages the Make Set Busy key (which logs the agent out of the telephone system).
• Manual Adjustment: A change to a computer-generated schedule made by a Force Manager through adding, removing, or repositioning one or more tours.
• MSB: see Make Set Busy