1.4.21. Accounts Management and Compliance Guide for System Administrators/Analysts

Abandoned

Callers who hang up without talking to an agent

Aceyus

Software application that uses tables to extract data from multiple databases and provides real−time and historical reporting

ACI

ACS Conversational IVR provides authenticated assistance for Balance Due Notice Line callers. Offers PIN Assistance, Voice Balance Due, Location, Transcripts, Payoff, View Credit and View Debit.

ACS Voice BOT

Unauthenticated BOT for assistance with FAQ Notice Clarification and One Time Payment

Agent Group (AG)/Skill Group

Telephone call routing group with a primary application (topic) and possibly one or more backup applications (applications within the group can be ranked to set a priority of routing to available agents).

Agent(s)

Someone whose primary job is to handle customer contacts (i.e., telephone, inventory, etc.)

Agents by Peripheral

Report grouping by peripheral

Agents by Skill Group

Report grouping by skill group

Agents by Teams

Report grouping by team or group of teams

Alternate Staffing Group (ASG)

Telephone call routing group of one or more primary applications that are generally prioritized equally to route calls to available agents based on the longest queue time

Application

Division of the Intelligent Call Manager (ICM) that identifies a specific type of call (applications can be routed to either agent groups (AG) or alternate staff groups (ASG) for handling)

Application Server

Hardware that contains the operating system, databases, and voice and call processing software

Application Table

Software configuration that displays the number and name of each application, the number of calls waiting and the number of agents currently talking in each application

Attrition

Loss of employees due to resignations, terminations, transfers to other jobs, etc.

Automated Call Distributor (ACD)

Specialized system designed to handle a large volume of calls (it distributes the calls to the call center staff based on agent group and availability) Replaced by the Intelligent Call Manager (ICM)

Automated Self-Service Application (ASSA)

Automated customer service options that provide basic services (e.g., balance due) through automation and reserve human interaction for more complex issues

Automated Tax Law (ATL)

Automated telephonic application allowing a caller the ability to select a tax law topic and receive an explanation of the provision/law

Automated Time Tracking System (ATTS)

Tool designed to consolidate telephone data from the ICM and produce a time report for SETR input

Auxiliary Device

External devices connected to the ICM

Average Handle Time (AHT)

The average amount of time spent providing telephone assistance to a customer, including talk, hold, and after-call wrap-up

Average Speed of Answer (ASA)

The average amount of time to reach an assistor after leaving the ICM not including script or queue time

Unified Contact Center Enterprise (UCCE)

UCCE is the IP-based solution/technology for call distribution and processing. UCCE will provide centralized management and administration by CCSD Operations.

Class of Service

A UCCE user profile/account setting that determines which functions users can perform with their Cisco telephones and Finesse desktop application.

Courtesy Disconnect

Announcement played (advising customer to call back later) when sites are closed or when sites are unable to provide service due to high demand

Current State

Current status of each trunk (i.e., incoming, idle or deactivated)

Customer Voice Portal (CVP)

Web-based platform that provides for Prompt/Collect, Enterprise Queuing, and Call Control services for contact centers and self-service Interactive Voice Response (IVR) application

Database Server

Server located at ECC-Memphis that stores shared databases, such as eWFM, for all call centers and other business units

Data Script

Series of prompts displayed on an agent instrument when an agent presses data or enters the wrap up state (the agent responses to the prompts are stored with the call record).

Database Table

Collection of similar records in the database

Dynamic Route

ICM resource that allows you to switch the resource referenced in a select step or interflow step of a CCT with a procedure

eLeave

Automated leave tool that calculates employee leave based on user-supplied inputs (this tool incorporates information from various data sources)

Emergency Call

Telephone call an agent receives that is of a threatening or harassing nature (the call requires immediate attention of Management and the Systems Analyst).

Enterprise Service

Collections of services, typically from several call centers (while each individual service is tied to a specific peripheral, an enterprise service can span peripherals)

Enterprise Skill Group

Collections of skill groups, typically from several call centers (while each individual skill group is tied to a specific peripheral, an enterprise skill group can span peripherals)

Enterprise Telephone Database Warehouse (ETD)

Web-based tool to provide staffing requirements in addition to other telephone data (i.e., WITS, the snapshot, Site Level Measures, etc.) (This tool is available on the JOC web link.)

EONS

System previously used to determine paper inventory (replaced by Control_D)

Export

Process of distributing data from a report to a disc file or through email

Go To Site

Sites selected by the JOC and RP&S staffs to increase phone staffing due to high demand or staffing deficits within the Enterprise or to achieve daily Level of Service (LOS) goal

Go From Site

Sites selected by the JOC and RP&S staffs to decrease phone staffing to work adjustment paper inventory when decreased demand creates availability within the Enterprise or to achieve the daily Level of Service (LOS) goal

Ground Start

Trunk supervision code used for local central office/local exchange, foreign exchange, and WATS trunks

Historical Template

Historical data that provides information up to the most recent intervals, as well as by absolute or relative dates (data is collected and stored in the ICM software central database)

Integrated Customer Communication Environment (ICCE)

Front-end processor or Automated Response Unit (ARU) that offers customers automated assistance choices (such as refund, transcript location, voice balance due, payoff) or routes the caller to an assistor (callers who accept automation and have difficulty navigating the script are defaulted to an assistor, callers who successfully complete in automation at this point are TRIS calls answered. Formerly known as TRIS).

Idle State

Telephone state that indicates the agent is signed on, but is not accepting telephone calls

Idle With Reason Code

Predefined codes used by agents to indicate why they have placed themselves in an idle state (read time, working inventory, training, lunch, etc.) (Sites should refer to negotiated agreements for guidance on specific codes.)

Incoming Flash

Incoming signal sent from the telephone where the call initiated, and sent to the system receiving the call (the flash enables the system to transfer or forward the call using the same trunk.)

Instrument

Cisco VoIP phone

Intelligent Call Manager (ICM)

Call-routing system that enables JOC to "fine tune" routing of a specific product-line based on the Business Rules provided by the BOD

Interactive Voice Response (IVR)

Telephone technology that informs the caller using a synthesized voice and allows the caller the option of choosing a number or voicing a request

Joint Operation Center (JOC)

Organization responsible for improving customer service by balancing call volume within product lines, increasing customer level access, reducing customer queue times, reducing the number of abandoned calls, and monitoring real-time call routing and staffing adherence (the JOC strives to improve the reporting of business performance through automated data collection and consolidation of key performance metrics and trend analysis. The JOC also strives to reduce queue time, abandoned calls, repeat-call attempts and transferred calls between contact center product lines and sites.)

Level of Service (LOS)

Calculation of the relative success rate of taxpayers who call seeking assistance from an agent

Local Area Network (LAN)

Integrated system that allows dedicated computer terminals to "talk" to each other within a limited distance

Local Central Office/Local Exchange

A trunk used to transfer calls between internal systems. For example, Parent Server to PBX

Measures/Indicators

Business goals developed to promote achieving program responsibilities (the measures/indicators focus on business results (including quantity and quality), customer satisfaction and employee satisfaction.)

Media Ports

Voice connections between the Application Server and Telephone Server

Outgoing Flash

Function allowing the system to send a flash when transferring the call out to clear the line for the next call

Parameter Field

Special database field that prompts for user-supplied values; uses parameter fields for report titles, record selection, sorting and a variety of other uses

Peripheral

Switch that receives calls that have been routed by the ICM

Peripheral Service

Service tied to a specific peripheral in the call center enterprise (Peripheral services typically identify a required type of processing.)

Peripheral Skill Group

Skill group that is associated with a specific peripheral in the call center enterprise

Potentiometer (POT)

Rotary control used to make incremental adjustments (i.e., volume control)

Prohibited Number

Number the system prohibits users from calling

Queue Time

Amount of time that a call remains in a queue waiting to be answered (depending on the settings, queue time calculations for reports and canvases may include one or more of the following: ring time, delay time, and call type.)

Radio Button

Key that activates a command

Range

Set value that falls between and includes a defined upper and lower limit (for example, the range 10 to 20 includes 10, 20, and all the numbers that fall between.)

Real Time Template

Collection of real-time data based on the report scope and subject

Reason Code

Predefined code an agent enters in response to a prompt before going into an idle state; used to show the reason the agent is going into the Idle state

Redundant System Controller

System of two Parent servers where one is the primary and the other is a backup (the redundant server can operate if the primary fails; however, it cannot operate if the backup fails due to the fact that the voice database is kept on the backup server.)

Remote Desktop Connection (RDC)

Desktop application used to connect to a remote server (this program is used for accessing eWFM.)

Remote Monitoring

Monitoring via a special telephone number from any location (an example would be a reviewer in one site monitoring agent calls in another (remote) site.)

Selected Expanded Access (SEA)

Automated service application of interactive applications for taxpayers who would have received a busy signal (automated services are offered on SEA on the product lines in lieu of a busy signal when the total calls in queue in all applications of the product line exceed 40% of available staff.)

Service

Issue or multiple issues handled by an assistor

Shrinkage Percentage

Difference between actual time on the phones and time scheduled to be on the phones

Slippage

Difference between what is shown as phone work duration on "Daily Agent Performance" and what employee reports on 3081 (Phone work duration is the total Handle Time (talk time + hold time + wrap time) plus Agent Availability.

Signaling

Determination of how outbound calls are routed

Special Number

Number that is given special handling when dialed

Speed Dial Number

Telephone number that is dialed automatically when a two- or three-digit code is dialed

T1

Group of 24 telephone lines used to make calls or receive calls, or both

Team

Collection of agents or administrative users who all report to the same supervisor

Team Status

Status including agents signed in a particular team(s), agent extension numbers, current state (such as idle, available, ICM, or wrap) and the length of time they have been in that state

Technician

Person responsible to perform the technical procedures to ensure the ICM operates correctly

Telephony Server

Connection between the shelves and the application server

Tie Line

Private telephone line leased from a communication carrier that links two or more points in an organization so that a user does not have to dial the normal telephone number

Total Toll-Free Service Provided

Count of all services handled at the secondary application level

Trace Agent

Identification including the day, agent extension, and telephone number dialed that is displayed on the supervisor's workstation (the identification is created when an agent dials a number defined as a trace number in the Trace Number table.)

Trace Number

Defined telephone numbers, that when dialed by an agent, alert the agent's supervisor with a message on the supervisor's workstation screen

TRIS MIS

Telephone Routing Interactive Systems Management Information Statistics (TRIS MIS is a web server providing TRIS MIS reports and extracts to Customer Service, Tax Exempt/Government Entities and National Taxpayer Advocate.)

Trunk Groups

Grouping of trunks that take similar types of calls

Trunks

Circuits that connect the local company to the Parent Server and make it possible to take incoming or make outgoing calls

Users

List of those with access to teleset and administrative telephone user in the system

Value

Data found in a field. The Relative Date field, for example, could list yesterday, last Monday, or Last Month. In the Application Numbers field, a range of numbers can be applied

Voice Port

Link between the software and hardware that allows the playing of pre-recorded information and recording of caller information

Voice Response Unit (VRU)

Auxiliary device that permits taxpayers using a touch-tone telephone to direct (route) their calls to a specific area via voice prompts

Wink Start

Trunk supervision code used for DDI or DID/DNIS, tie line, interflow trunk

Workplan

Plan developed at the beginning of the Fiscal Year that outlines the work a site is expected to complete and the resources they have to accomplish it (the plan is usually provided for an entire year and then broken out by periods.)

Workload Planning and Control System (WP&C)

System used to report actual hours worked and units completed compared to the schedule

Wrap Time

Time an agent spends taking action to complete a call after the taxpayer hangs up (also known as wrap-up time)

UCCE Login IDs

(Aspect/eWFM Terminology) List of ICM extensions that are assigned to an employee for direct work

Active Work State

Teleset state associated with active (direct) assigned work (the states include ICM, AVAIL, HOLD, OUT, and WRAP. These states tell eWFM and RTA that the employee is actively working on telephones or inventory.)

Adherence View

Internal Realtime Adherence (RTA) function from within the eWFM program. Provides both near-realtime monitoring and historical reports without the need to have an RTA session running.

Agent Activity

Agent Productivity report that displays the employees' call activity including volumes and handle times

Agent Adherence

eWFM and RTA measurement comparing schedule work time to active work time (as computed from time spent in active work states) (adherence goal is between 95% and 105% per employee.)

Agent Availability

Agent Productivity report that displays the employees' adherence to schedule

Alarm Summary Report

Report generated in Real-Time Adherence (RTA) software based on tracked telephone and schedule adherence activity

AutoRun Server

Server located at ECC-Memphis that automates reports and other processes ran on a frequent basis

BREAKS Category

Segment category that relates to scheduled break times. Segments included in this group are BREAK, BREAK2, BREAK3, BREAK4, BREAK5, LUNCH and OTBRK.)

CATGRY Group Assignment

eWFM employee group assignment based on work status and position

CCCFS

Centralized Contact Center Forecasting and Scheduling initiative to provide end to end planning and scheduling of phone and inventory work

Child Staff Group

Particular call center portion of the parent staff group (e.g., 025CSC)

CONTNR Category

Segment category that relates to the hours the employee will work during a given shift (segments included in this group are SHIFT, OVTM, COMPWK, and CREDWK.)

Database Server

Server located at ECC-Memphis that stores the eWFM database for all call centers and other business units

DEPTS Group Assignment

eWFM employee group assignment based on primary work assignment

Detail Segments

Time segment (activity) with a defined start and stop time (these type of segments are required to be used for shift and work segments and any other part-day activities.)

DIR Group Assignment

eWFM employee group assignment based on directorate assignment

DISC Category

Segment category that relates to discretionary activities that can be planned based on customer demand such as training

Employee DataCenter

Configurable data display which allows user-created views of employee data to be created, used and shared among users.

Employee Filter

A screening feature to narrow the parameters of available data for desired analysis or reports

Employee Group

Various assignments input into an employee record that relate to work status, position, primary work, skills, team and site organization

Employee Records

EWFM database records that are used to assign schedules and track activity (various employee groups and extra database information are added and maintained by the sites.)

eWFM

EWorkforce Management - software used to forecast customer demand and schedule and track employee activities

Forecast

Calculated volumes of work based on the percent of customer demand projected to be completed (forecasts are developed for both phone and inventory work and model seasonal and intra-day patterns.)

Forecasting

Prediction of a possible outcome to a relative matter, the act of analyzing data and/or behavior to predict an ending result

Forecast Group

Type of work for which volumes and handle time are forecasted (e.g., CAS025)

Functional Reassignment

Process of changing the type of work an employee is assigned for a given period (this process will be performed by the call centers.)

GAP Analysis

Consolidated results of the schedule test that display the difference between scheduled work and staff group requirements (each site provides this analysis to the headquarters staff.)

General Segments

Time segment (activity) without a defined start and stop time (these types of segments are used when the scheduled activity covers the entire day such as leave or training.)

Holiday Factor

Expected anomaly used to more accurately forecast customer demand (e.g., days near holidays, filing deadlines, etc.)

IDP (Intra-day Performance)

Intra-day Performance used to display required staff, scheduled staff, and actual staff as well as forecasted and actual volumes and handle times

IDP Actual Positions Staff (APS)

Number of agents in an active work state as captured by the ICM on an average half-hour basis associated by agent group the employee signs into

IDP Net Staff

Surpluses or deficits based on the difference between required and scheduled staff reflected by staff group on a half-hour basis

IDP Required Staff

Number of agents needed to meet the forecasted customer demand developed by staff group on an average half-hour basis

IDP Scheduled Staff

Number of agents assigned to meet the forecasted customer demand based on their work segment reflected by staff group on an average half-hour basis

Intra-day Timeline

Interactive grid of scheduled activities for a given date (the grid displays data from two main viewpoints: 1) employee - displays by employee name and 2) states - displays by scheduled activity. The timeline can also be viewed from different perspectives depending on the desired analysis, i.e., staffing, pay, productivity, etc.)

Module

Distinct, functional unit of eWFM used to accomplish related tasks

NODISC Category

Segment category that relates to non-discretionary activities that generally cannot be planned based on customer demand such as sick leave

Official Schedules

List of all the segments for a single employee over a span of days that have been made official (these schedules are used to accurately track employee’s activities both work and non-work.)

Official Schedule Editor

Interactive tool for viewing and editing official schedules for an individual employee

Official Segment Worksheet

Interactive grid for adding, editing, or deleting official segments (the worksheet can be a time saver when working with multiple employees.)

Overlapping

Placement of more than one segment for an interval of time in the single employee schedule (overlapping is resolved by eWFM through segment ranking.)

Parent Staff Group

Staff groups that are consolidated at the Enterprise level (e.g., CAS025)

Perspectives

Categories in eWFM that track the effects of scheduled segments

Planned Shrinkage

Guideline provided to sites by headquarters for planned annual leave and training based on historical data and business goals

Real-Time Adherence (RTA)

Desktop software that interacts with the Parent Server and eWFM in a real-time environment (this tool is used by sites to manage employees' adherence to schedule and notifies managers when updates to the official schedule may be needed.)

Remote Desktop Connection (RDC)

Desktop software used to connect to the assigned eWFM terminal server

Requirements

Number of ready agents needed to deliver the forecasted customer demand (the requirements are developed for each staff group on an average half-hour basis at the Enterprise and site levels. The requirements are posted in IDP and the ETD website.)

Routing Sets

Table of associations between forecast groups and staff groups

RTA Activity Alarm

RTA alert displayed when an employee is logged into the ICM (The alarm displays the teleset state.)

RTA Activity Alarm Window

Grouping of selected employees contained within an RTA workspace (this window will display activity alarms based on the set thresholds.)

RTA Schedule Alarm

RTA alert displayed when an employee is out of adherence with their eWFM schedule

RTA Schedule Alarm Window

Grouping of selected employees contained within an RTA workspace (this window will display schedule alarms based on set thresholds.)

RTA Server

Servers located at ECC-MEM that provide user connectivity to data and alerts from eWFM and the ICM through the RTA software

RTA Workspace

RTA container used to store user preferences and settings (the workspace will contain desired RTA activity and schedule windows.)

Schedule Sets

Group of trial schedules designed to be used together; the "container" that the scheduling process uses to store schedules

Schedule Test

Process performed by sites on the official schedules that measures how well the scheduled work and estimated shrinkage meet the staff group requirements

Segment

Time period of an employee’s schedule. Segments include the shift, work, breaks, and other non-work activities (segments can be as small as five−minute increments. Segments fall into two major categories: 1) "detail" with a defined start and stop time and 2) "general" without a defined start and stop time which covers the entire shift.)

Segment Entry Rules

Rules built within the software that prevent users from saving segments that violate certain logical constraints

Segment Categories

Defined types of segments that are used for applying the segment entry rules and filtering data

Segment Package

Group of segments commonly scheduled together in relation to a default start time (a segment package can streamline scheduling employees.)

Segment Ranking

Hierarchical value applied to segments that allows eWFM to determine a scheduling priority for overlapping segments

SHIFT Segment

Detail segment that identifies an employee's normal tour of duty for a given day (this is the base for all trial and official schedules upon which other scheduled activities are layered.)

Shrinkage

Percent of scheduled work time that employees are not actually doing direct work (shrinkage includes planned activities such as team meetings and training and unplanned activities such as absences or non-productivity.)

Shrinkage Analysis

A function in eWFM 8.1 allowing users to selectively view categories of shrinkage against scheduled work states.

Shrinkage Sets

Set of percentages for defined shrinkage categories that are used to schedule enough employees to meet the base customer demand and estimated shrinkage

SITSKL Group Assignment

Assignment based on a combination of all work assignments in which an employee is currently skilled

Skills Prioritization

List of work assignments on the Skills tab that an employee can be assigned with a designated priority

Skills Readiness

Information populated in the extra employee information fields that designate an employee's ability to be assigned particular work

Staff Group

Type of work assignment that represents how work is delivered to employees (staff groups can be single or multi-skilled.)

Staff Perspective

Point of view when displaying official schedules in the Intra-day timeline or creating an Intra-day timeline report (this perspective is the most detailed and provides the specific activities that are scheduled for a given time period.)

Superstate Analysis

Function in eWFM 8.1 allowing users to selectively view scheduled hours grouped in the current Superstate. This function differs from Superstate Reports in that it allows analysis of specific states, day-of-week, employee, team, etc., from within eWFM without the need to export data to Microsoft Excel.

Superstates

Method of tallying scheduled/tracked activities by segment or group of related segments (superstates are generally designed by OFP program code. Reports of this type should be run to reconcile tracked eWFM time with official reported time.)

Tally Server

Server located at ECC-Memphis that receives updates from the database server and sends these updates to the RTA servers across the network

Terminal Server

Set of servers located at ECC-Memphis that provide connectivity to the eWFM database server from user's desktop

TEAMS Group Assignment

Assignment based on organizational team

Threshold

Criteria used to trigger when RTA alarms are displayed (guidelines are provided by headquarters as to recommended threshold settings to provide consistent data for analysis.)

Tracking Date

Date eWFM uses as a basis from which to report data (it reflects relevant data per employee group assignments as of this date.)

Training Shrinkage

Guideline provided to sites by headquarters for planned training activities based on historical data and business goals

Trial Schedule Staff Group

Various groups designed to hold trial schedule sets generally by work type; visible in the Trial Schedule Manager

Trial Schedule Set

Containers designed to hold trial schedules for a given date range (these sets are contained within trial schedule staff groups.)

Trial Schedules

Consolidation of the scheduled activities (segments) for a given period for an employee in eWFM (trial schedules are used to make official schedules (discussed earlier). Trial schedules are used for planning and testing to best meet the forecasted customer demand.)

Trial Schedule Editor

Interactive tool for viewing and editing trial schedules for an individual employee

Trial Segment Worksheet

Interactive grid for adding, editing, or deleting trial segments (the worksheet can be a time saver when working with multiple employees.)

Unplanned Shrinkage

Guideline provided to sites by headquarters for unplanned leave based on historical data and business goals

Violation

Error that occurs when trying to save official segments that do not comply with segment entry rules

Work Category

Segment category that relates to assigned work (these include both telephone and inventory.)

Work Segment

Time segment used to schedule, and track assigned work (Work segments are defined for both phone and inventory and model how work is performed by agents. Work segment(s) should cover an employee's entire tour-of-duty including additional time worked for overtime, credit hours or compensatory time.)

SITE NAME

524

0

524

34.4

-489

-489

6.58

6.58

SITE NAME

99

0

99

536.1

437

437

540.53

540.53

SITE NAME

122

0

122

33.7

-88

-88

27.62

27.62

SITE NAME

1026

0

1026

1649.1

624

624

160.8

160.8

SITE NAME

319

0

319

304.1

-15

-15

95.22

95.22

SITE NAME

758

0

758

1208.3

451

451

159.48

159.48

SITE NAME

1141

0

1141

1332

191

191

116.74

116.74

SITE NAME

682

0

682

1276.7

594

594

187.11

187.11

SITE NAME

740

96

836

1009.3

173

269

120.7

136.35

SITE NAME

87

0

87

2.4

-84

-84

2.74

2.74

SITE NAME

445

0

445

585.2

140

140

131.54

131.54

SITE NAME

980

0

980

1333.2

354

354

136.09

136.09

SITE NAME

83

0

83

381.3

298

298

456.97

456.97

SITE NAME

747

0

747

1096

349

349

146.74

146.74

SITE NAME

403

0

403

921.9

519

519

228.9

228.9

SITE NAME

633

0

633

865.6

233

233

136.83

136.83

SITE NAME

543

0

543

523.9

-19

-19

96.53

96.53

SITE NAME

790

0

790

1116.4

327

327

141.4

141.4

SITE NAME

166

-6

160

263.4

103

97

164.1

158.19

SITE NAME

368

0

368

373

5

5

101.37

101.37

SITE NAME

197

0

197

324

127

127

164.69

164.69

SITE NAME

1034

0

1034

1603.8

570

570

155.07

155.07

TOTAL

11886

90

11976

16773.7

4798

4888

140.07

141.13

1

Date

Listed by month, day, and year format; if other than daily this will provide the dates included in the report

2

Time

Listed as whole day on this sample; this can also be run for half hour intervals

3

Report ran on

Day report was run, listed in month, day, year format with the time in hours, minutes and seconds

4

LOCATION

Site name(s) per selected group or site

5

REQUIREMENT

Original scheduled staff requirement

6

ADJUSTMENT

Adjustment to original staff requirement

7

ADJUSTED REQUIREMENT

Adjusted staff requirement

8

READY AGENTS

Actual ready agents

9

OVER UNDER ADJ

Actual staff over or under the adjusted staff requirement

10

OVER UNDER ORIG

Actual staff over or under the original staff requirement

11

PERCENT ADJ

Percent of ready agents to the adjusted staff requirement

12

PERCENT ORIG

Percent of ready agents to the original staff requirement

13

TOTAL

Last row will total report numbers

DAILY WORKLOAD BY SITE

(ENTER THREE CHARACTER SITE ID)

DAILY WORKLOAD BY TEAM

("MR00"- DATA NOT REQUIRED, PRESS PR5)

DAILY WORKLOAD BY FUNCTION

(ENTER FUNCTION)

DAILY WORKLOAD BY TEAM/FUNCTION

("MRXX"- ENTER TEAM/FUNCTION)

MEASURED INVENTORY

(ENTER Y/N)

FUNCTION KEYS: F1 = RETURN TO MENU F5 = INITIATE REQUEST

e1

TEAM

Team identifies the team the workstation operator or manager is assigned to. This assignment is done through the Security Data Base Maintenance. Valid team codes are A-Z and 0-9. Numeric team codes are used for the Service Center Function.

e2

TIN

TIN (Taxpayer ID Number) is the unique IRS number used to identify a taxpayer. For an individual taxpayer, this number is the taxpayer's social security number (SSN). For a business taxpayer, this number is the employer identification number (EIN).

e3

ACTION CODE

Action Code identifies the account action that was performed on the taxpayer account by the workstation operator.

e4

COMMENT

Action History Comments contain any parameter and action history definer entered by a workstation operation as part of an account action.

e5

FUNCTIONAL UNIT

Functional Unit Code is the function and unit to which the taxpayer case is assigned. Valid functions are: R (Research), I (Investigation), C (Contact), and S (Service Center). Valid units are 0-9.

e6

EMPLOYEE NUMBER

Employee number identifies the workstation operator who performed the actions for each account listed on the screen.

e7

DT

Action History Date is the date the TEACH List is displayed

e8

TIN

TIN (Taxpayer ID Number) is the unique IRS number used to identify a taxpayer. If a TIN appears in this position, it indicates that the accessed employee is currently working on that particular taxpayer's account.

e9

CALL SITE

Call Site ID indicates which call site the case is assigned to

EMPLOYEE LIST BY SITE:

(ENTER THREE CHARACTER SITE ID)

EMPLOYEE LIST BY EMP NUMBER:

(ENTER FULL EMPLOYEE NUMBER ONLY)

EMPLOYEE LIST BY EMP NUMBER:

(ENTER FIRST TWO AND LAST THREE DIGITS EMP #)

EMPLOYEE LIST BY RACF USERID, NAME, PROFILE AND/OR EMPLOYEE SIGNED ON

RACF USERID:

(SITE IS OPTIONAL)

LAST NAME:

(ENTER PARTIAL OR WHOLE NAME)

EMPLOYEE PROFILE:

(ENTER A, B, C, E, L, M, N, O, Q, S, OR V)

EMPLOYEE SIGNED ON:

(ENTER Y/N)

F1 = RETURN TO MENU

F5 = INITIATE REQUEST

6 SITE NAME:

07832652

XYZABC1

ATL-OPERATOR

N

O

18171717

QCI15

DAS, NAMITA

N

M

18181818

QCI15

DAS, NAMITA

N

O

21212121

QCQ53

ATL-NATIONAL

N

O

23232323

QCI15

NAMITA DAS

N

N

32323232

QC217

ROBERT SCHICK

N

N

33333333

QCQ53

ATL-NATIONAL

N

O

55555555

QBM05

JOHN BAKER

N

N

58007000

XYZABC1

ATL-MASTER

N

M

58015249

XYZABC1

ATL-OPERATOR

N

O

58015557

XYZABC1

ATL-SUPERVISOR

N

S

58019008

QC747

ATL-MASTER

N

M

58019010

XYZABC1

ATL-MASTER

N

M

58019016

XYZABC1

ATL-SUPERVISOR

N

S

PF - PAGE FORWARD

PB - PAGE BACKWARD

1

EMPLOYEE NUMBER

Employee Number is the unique employee number assigned to the IRS employee at the ACS Site.

2

RACF NUMBER

RACF Number is the unique user ID assigned to the IRS employee at the ACS Site.

3

EMPLOYEE NAME

Employee Name is the name of each employee at the ACS Site.

4

EMPLOYEE SIGNED-ON

Y – employee is signed-on in the ACS system. N – employee is not signed in.

5

EMPLOYEE PROFILE

N – National, M - Manager, S – Supervisor, O – Operator

6

SITE NAME

ACS Site or ACS Service Center

BEGINNING INVENTORY

13

RECEIPTS

14

NEW ISSUANCES

15

TOTAL SITE TRANSFERS IN ***

16

LOCAL ACTIVITY

17

DISPOSITIONS

18

TDA/COMBINED

19

PAID IN FULL

20

INSTALLMENT AGREEMENTS

21

PAYMENT TRACERS

22

CSED

23

CSC (CURRENTLY NOT COLLECTIBLE)

24

UNABLE TO LOCATE TAXPAYER

25

UNABLE TO CONTACT TAXPAYER

26

HARDSHIP

27

SHELVED

28

OTHER

29

PURGE

30

TDI

31

RETURN FILED BY TAXPAYER

32

RETURN SECURED

33

TAXPAYER NO LONGER LIABLE

34

TAXPAYER NOT LIABLE THIS PERIOD

35

RETURNS PREVIOUSLY FILED

36

SHELVED

37

PURGE

38

UNABLE TO LOCATE TAXPAYER

39

RETURNS FILED UNDER 6020B

40

SFR (SUBSTITUTE FOR RETURN)

41

OTHER

42

TOTAL SITE TRANSFERS OUT ***

43

TRANSFERS:

44

TRANSFERS OUT OF JURISDICTION

45

TRANSFERS FROM ACS

46

TO RO

47

MANUAL TO QUEUE

48

SYSTEMIC TO QUEUE

49

TO EXAM

50

OTHER

51

ZAP CLOSURES

52

ADJUSTMENTS TO INVENTORY:

GAINS FROM CHANGES IN DELINQ TYPE

53

LOSSES FROM CHANGES IN DELINQ TYPE

54

ENDING INVENTORY

55

ATAF ENDING INVENTORY

56

1

REPORT ID

REPORT ID uniquely identifies this report. The Production Report identification is ACRM5001.

2

CALL SITE

CALL SITE identifies the Call Site for which the Production Report provides case activity information.

3

LEVEL

LEVEL identifies the level at which the report is developed. Managers should look here to find the scope of the report.

4

DATE

RUN DATE is the month, day, and year the report is generated.

5

CYCLE

CYCLE is the cycle for which the report is printed. This is in the format of year and week (YYYYWW).

6

PAGE

PAGE is the page number of the report.

7

TOTAL ENTITY

TOTAL ENTITY is the total number of accounts in the current reporting period for TDA, TDI, and COMBINED account types. COMBINED means the account has both TDA and TDI modules.

8

TDA ENTITY

TDA ENTITY is the total number of TDA accounts in the current reporting period.

9

TDI ENTITY

TDI ENTITY is the total number of TDI accounts in the current reporting period.

10

COMB ENTITY

COMB ENTITY is the total number of accounts which have at least one TDA and one TDI module in the reporting period.

11

TDA MODULES

TDA MODULES is the total number of TDA modules in the TDA and COMBINED entities.

12

TDI MODULES

TDI MODULES is the total number of TDI modules in the TDI and COMBINED entities.

13

BEGINNING INVENTORY

BEGINNING INVENTORY is the number of entities and modules by type (TDA, TDI, COMBINED) that were open as of the beginning of the cycle. This is then ATAF ending inventory from the previous cycle.

14

RECEIPTS

RECEIPTS is the total of New Issuances and one or none of the following fields: INTER-SITE TRANSFERS IN and TOTAL SITE TRANSFERS IN depending on the level. National Level: Only New Issuances, which will be the sum of the SB and WI New Issuances. WI, SB, CS and SS levels: a sum of New Issuances and Inter-Site Transfers In. Team, TF, TFU, and FU levels: A sum of New Issuances and Total Site Transfers In (see #16).

15

NEW ISSUANCES

NEW ISSUANCES is the number of entities and modules that were established or reopened this cycle as determined by the following: An Entity is NI if the case established cycle (AB_ACS_ESB_CYC_NUM) is the current cycle and the account status (AB_TP_ACNT_STST_CD) = 0 for an open case. All modules connected to an NI Entity are considered NI. If the Entity is not NI: A TDA module is counted as NI if it has the module status (AE_CURR_STAT_CD) of 22 (open) and an established cycle (AE_TDA_ESD_CYC_NUM) that is the current cycle. A TDI module is counted NI if the module is open (AF_DQ_MOD_STATCD_# = 1 OR 3) and the TDI established code (AF_TDI_ESB_CYC_#) equals the current cycle.

16

TOTAL SITE TRANSFERS IN ***

This is a variable field, based on the TRANSFERS IN report level. If it is displayed, it may have one of three labels: 1) Inter-Site Transfers In - (between call sites) meaning the call site ID of a case was changed to the site specified by this report. 2) Intra-site Transfers In - (within the call site) meaning the call site ID did not change, but there was a change in the Pool, Team, Function or Unit. 3) Total Site Transfers In - sum of both the Inter-Site Transfers In and the Intra-site Transfers In. For display information, see the levels referenced in #14 - Receipts.

17

LOCAL ACTIVITY

LOCAL ACTIVITY is the sum of all entities and modules removed from the inventory of the reporting period. This is the sum of Dispositions, Transfers and Zap Closures.

18

DISPOSITIONS

DISPOSITIONS is the sum of all entity and module closures. This is the sum of TDA/COMBINED, TDI, one or none of the following: Inter-Site Transfers Out, Intra-site Transfers Out or Total Site Transfers Out; and the Other field. The display of transfers out depends on the report level: National Level: none of the transfers out. WI, SB, CS and SS levels: Inter-Site Transfers Out. Team, TF, TFU, and FU levels: Total Site Transfers OUT (see #43).

19

TDA/COMBINED

TDA/COMBINED DISPOSITIONS is the total number of all closures containing at least one TDA module. It is the sum of Paid in Full, Installment Agreements, Payment Tracers, CSED, CNC and PURGE.

20

PAID IN FULL

PAID IN FULL (Also known as Immediate Resolution) is the number of all entities and modules that have been closed on the ATAF with an Immediate Resolution status. This is determined by having one TDA module close with status (AE_CURR_STAT_CD) of 12. (See TDA Priority Closure Order below.)

21

INSTALLMENT AGREEMENTS

An INSTALLMENT AGREEMENT is when a taxpayer agrees to pay money thru a periodic payment plan. If a TDA module closes with a status (AE_CURR_STAT_CD) of 60, 61, 63 or 64, it is counted here. (See TDA Priority Closure Order below.)

22

PAYMENT TRACERS

A PAYMENT TRACER closure is determined by a TDA module closing with a status (AE_CURR_STAT_CD) of 53, and having an AE_470_530_IND = 1. (See TDA Priority Closure Order below.)

23

CSED

CSED is when a case COLSED date has passed. That is, when there is a date in AE_COLSED_DT (not equal 0) on a TDA module that is less than the current date. (See TDA Priority Closure Order below.)

24

CURRENTLY NOT COLLECTIBLE

This field (CNC) is the sum of the next five fields describing how a case is currently not collectable: Unable to locate, Unable to Contact, Hardship, Shelved and Other. (See TDA Priority Closure Order below.)

25

UNABLE TO LOCATE TAXPAYER

This is a CNC case where the IRS is unable to locate the taxpayer. The TDA module will be closed with an AE_CURR_STAT_CD of 53; The AE_470_530_IND will be two and the case will have an action history of NC03 or NC17. (See TDA Priority Closure Order below.)

26

UNABLE TO CONTACT TAXPAYER

This is a CNC case where the IRS is Unable to Contact the taxpayer. The TDA module will be closed with an AE_CURR_STAT_CD of 53; The AE_470_530_IND will be two and the case will have an action history of NC12 or NC18. (See TDA Priority Closure Order below.)

27

HARDSHIP

This is a CNC case where the money cannot be collected due to a hardship to the taxpayer. The TDA module will be closed with an AE_CURR_STAT_CD of 53; The AE_470_530_IND will be two and the case will have an action history within the range of NC24 thru NC32. (See TDA Priority Closure Order below.)

28

SHELVED

A CNC case which has been shelved due to certain conditions which cause the TDA module to be closed with an AE_CURR_STAT_CD of 53; The AE_470_530_IND will be two and the case will have an action history of NC39. (See TDA Priority Closure Order below.)

29

OTHER

OTHER holds all CNC cases closed with an AE_CURR_STAT_CD of 53; The AE_470_530_IND will be two and the case will have an action history containing an NC command where the number associated with it is not specific to one of the other CNC types. (See TDA Priority Closure Order below.)

30

PURGE

PURGE is a count of cases sent to the QUEUE by the system. The AJ_EMPLYE_NUM is ‘999999999’ and AA_TAXPAYER_ACNT_STAT is 2 or 5 and the combination of AA_T_SIGN_NUM and AA_BRCH_FILLER is 06 or 70. (See TDA Priority Closure Order below.)

31

TDI

TDI DISPOSITIONS is the total number of all closures containing only TDI modules. It is the sum of the next 10 fields: Returns Filed, Returns Secured, No Longer Liable, No Longer Liable this period, Returns Previously Filed, Shelved, Purged, Unable to Locate, 6020B and SFR.

32

RETURNS FILED BY TAXPAYER

RETURNS FILED is the total number of TDI entities and modules closed because a return was filed by the taxpayer. The AF_TYP_CLOSUR_CD for one module was an “R”, “F” or “*” (asterisk). (See TDI Priority Closure Order below.)

33

RETURNS SECURED

SECURED is the total number of TDI entities and modules closed because a return was secured from the taxpayer. The AF_TYP_CLOSUR_CD for one module was a two or nine9. (See TDI Priority Closure Order below.

34

TAXPAYER NO LONGER LIABLE

The Taxpayer is No Longer Liable for the taxes. The AF_TYP_CLOSUR_CD for one module was a 1. (See TDI Priority Closure Order below.)

35

TAXPAYER NO LONGER LIABLE THIS PERIOD

The Taxpayer is no longer liable for this tax period. The AF_TYP_CLOSUR_CD for one module was a “G” or 0. (See TDI Priority Closure Order below.)

36

RETURNS PREVIOUSLY FILED

The Taxpayer has Previous Filed the return. The AF_TYP_CLOSUR_CD for one module was a 4. (See TDI Priority Closure Order below.)

37

SHELVED

The case was Shelved because of certain conditions. The AF_TYP_CLOSUR_CD for one module was an 8. (See TDI Priority Closure Order below.)

38

PURGE

The TDI case was transferred to QUEUE by the system. The AJ_EMPLYE_NUM is ‘999999999’ and AA_TAXPAYER_ACNT_STAT is 2 or 5 and the combination of AA_T_SIGN_NUM and AA_BRCH_FILLER is 06 or 70. (See TDA Priority Closure Order below.)

39

UNABLE TO LOCATE

The IRS was unable to locate the taxpayer. The AF_TYP_CLOSUR_CD for one module was a 3. (See TDI Priority Closure Order below.)

40

RETURNS FILED UNDER IRC (6020B)

This is a BMF case. When this module closed the AF_TDI_6020B_IND was greater than 0 and the AA_FILE_SOURCE_CD was neither 1 nor 4. (See TDI Priority Closure Order below.)

41

SFR

This is an IMF case. When this module closed the AF_TDI_6020B_IND was greater than 0 and the AA_FILE_SOURCE_CD was either 1 or 4. (See TDI Priority Closure Order below.)

42

OTHER

All other Closures.

43

TOTAL SITE TRANSFERS OUT

This is a variable field, based on the report level. If it is displayed, it may have one of three labels:

1. Inter-Site Transfers Out - (between call sites) meaning the call site ID of a case was changed FROM the site specified by this report.

2. Intra-site Transfers Out - (within the call site) meaning the call site ID did not change, but there was a change in the Pool, Team, Function or Unit.

3. Total Site Transfers Out - This is a sum of both the Inter-Site Transfers Out and the Intra-site Transfers Out.

For display information, see the levels referenced in #14 – Receipts.

44

TRANSFERS

TRANSFERS is the total number of entities and modules that were removed from inventory as a result of a transfer out of the specified report level. It is the sum of fields Out of Jurisdiction and Transfers From ACS.

45

OUT OF JURISDICTION

OUT OF JURISDICTION is the total number of entities and modules that are removed from inventory as a result of being transferred to the jurisdiction of another ACS Site or Service Center. If the entity AB_TP_ACNT_STAT_CD = 3, then all open modules and the entity are counted here.

46

TRANSFERS FROM ACS

TRANSFERS FROM ACS is the number of entities and modules that are removed from inventory as a result of being transferred to a Revenue Officer (RO), to QUEUE, to Exam or Other. It is the sum of those fields.

47

TO RO

TO RO is the number of entities and modules that are removed from inventory as a result of being transferred to a Revenue Officer. This is defined by the AB_TP_ACNT_STAT_CD being either 2 or 5 and the branch-group code (a consolidation of AA_T_SIGN_NUM and AA_BRCH_FILLER) being 09 to 67, or 71 to 89. (See TDA/TDI Priority Closure Order below.)

48

MANUAL TO QUEUE

MANUAL TO QUEUE is the number of entities and modules that are removed from inventory as a result of being transferred to the Queue by an employee (non-systemic). This is defined by the AB_TP_ACNT_STAT_CD being either 2 or 5 and the branch-group code (a consolidation of AA_T_SIGN_NUM and AA_BRCH_FILLER) being either 06 or 70. (See TDA/TDI Priority Closure Order below.)

49

SYSTEMATIC TO QUEUE

SYSTEMIC TO QUEUE is the number of entities and modules that are removed from inventory as a result of being transferred to the Queue systemically (weekly batch or batch action). This is defined by the AB_TP_ACNT_STAT_CD being either 2 or 5 and the branch-group code (a consolidation of AA_T_SIGN_NUM and AA_BRCH_FILLER) being either 06 or 70. (See TDA/TDI Priority Closure Order below.) VAA_ENTITY_OPER

50

TO EXAM

TO EXAM is the number of entities and modules that are removed from inventory as a result of being transferred to the Exam function. This is for TDI cases only. If the Entity is closed in any way, the AB_DQ_TYP_CD is not 1 or 3 and one module closing code (AF_CLOSING_CD) is “I” or 5. (See TDI Priority Closure Order below.) VAA_ENTITY_OPER & VAF_TDI_MOD

51

OTHER

OTHER (Also known as Delayed Resolution) is the number of entities and modules that are removed from inventory as a result of being closed by IDRS. A case is counted here if the AB_TP_ACNT_STAT_CD is 2 or 5 and the closure doesn’t fit into any of the other TRANSFER categories. (See TDI Priority Closure Order below.) VAA_ENTITY_OPER

52

ZAP CLOSURES

ZAP CLOSURES is the number of entities and modules that are removed from inventory as a result of being closed with the ZAP command in real-time. If an entity closes (AB_TP_ACNT_STAT_CD) with a 9, the entity and all the modules are counted as zaps. If the Entity (AB_TP_ACNT_STAT_CD) is open (0), modules zapped during the week are recorded in TATARFRX as R0 records. Zapped modules are deleted from the ATAF system each night.

53

GAINS FROM CHANGES IN DELINQ TYPE

CHANGES IN DELINQUENCY TYPE records movements within the scope of this report. This movement was caused by a case changing to or from type TDA, TDI, or COMBINED. This item counts only increases in inventory caused by delinquency type changes.

54

LOSSES FROM CHANGES IN DELINQ TYPE

CHANGES IN DELINQUENCY TYPE records movements within the scope of this report. The movement was caused by a case changing to or from type TDA, TDI, or COMBINED. This item counts only decreases in inventory caused by delinquency type changes.

55

ENDING INVENTORY

Ending Inventory is the number of open entities and modules in the reporting group as of the end of the period. This field is calculated by the following formula: Beginning Inventory + Receipts – Local Activity + Gains from DQ changes – Losses from DQ changes.

56

ATAF ENDING INVENTORY

ATAF Ending Inventory is an independent count of the inventory received from the Inventory Extract Transaction File (FW412TV) sent from Weekly Batch. This file has one line per case on the ATAF, so no calculations are involved. This line is printed only if there is a discrepancy between the ATAF and computed counts under any of the six columns.

An asterisk (*) is displayed beside any ENDING INVENTORY (field 55) that does not match the corresponding ATAF ENDING INVENTORY. This error will be corrected in the next cycle's BEGINNING INVENTORY.

TDA and Combined

1.TDA is Transfer out of Jurisdiction.

2.One module was an Installment Agreement.

3.One module was an Unable to Locate Taxpayer.

4.One module was an Unable to Contact Taxpayer.

5.One module was Currently not Collectable (CNC) Hardship.

6.One module was a (CNC) Shelved TDA.

7.One module was Currently not Collectable (CNC) - Other.

8.One module had a Payment Tracer.

9.One module is closed as an Immediate Resolution – (Full Paid).

10.One module COLSED date has expired.

11.One module was Transferred to Revenue Officer (TORO).

12.One module was Transferred to QUEUE by employee.

13.One module was Transferred to QUEUE systemically (PURGE).

14.One module was Transferred to Other.

15.One module was Other Transfers, AKA Delayed Resolution.

TDI

1.One module was Transferred to EXAM.

2.One module was a Shelved TDI.

3.One module had an SFR (Substitute for Return).

4.One module closed under 6020B.

5.One module had Return Filed by Taxpayer.

6.One module was Unable to Locate Taxpayer.

7.One module was No Longer Liable this Period.

8.One module was Previously Filed.

9.One module was No Longer Liable.

10.One module had Return Secured.

11.One module was TDI Other.

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn

n.nn*

n.nn

1

REPORT ID

Report ID uniquely identifies this report. The Analysis of Balance Changes report ID is ACRM5002.

2

CALL SITE

Call Site Literal identifies the Call Site in which the Analysis of Balance Changes provides a report of the dollars owed on delinquent accounts.

3

RUN DATE

Run Date is the month, day, and year the report is generated.

4

CYCLE

Cycle is the cycle in which the report is generated.

5

AS OF

Processing Date is the date through which activities are captured for the report.

6

BEGINNING BALANCE

Beginning Balance is the ending balance as of the end of the previous week.

7

RECEIPTS

Receipts are the total dollar difference in module balances from last cycle. This includes new receipts and increases in existing module balances.

8

ACTIVITY DISPOSED

Activity Disposed is the total dollar amount of accounts that have been closed or transferred, and decreases in module balances during the current cycle. It is the sum of fields 9, 10, 15, and 22.

9

ASSESSMENTS DISPOSED

Assessments Disposed is the total dollar amount of accounts that have been disposed of as full paid plus the decreases in module balances of accounts remaining in inventory.

10

SYSTEM MONITORED

System Monitored is the total dollar amount of all entities and modules that have been closed on the ATAF with a system monitored status. This is the sum of fields 11 - 14.

11

INSTALLMENT AGREEMENTS

Installment Agreements are the total dollar amount for which taxpayers have agreed to pay by installments.

12

CURRENTLY UNCOLLECTIBLE

Currently Uncollectible is the total dollar amount which the IRS has deemed as currently not collectible in the reporting period.

13

PAYMENT TRACER/ADJUST

Payment Tracer/Adjustment is the total dollar amount in which taxpayers have indicated payment has been made but has not yet been recorded on the system. These accounts are traced and reviewed to see if the payment has been received.

14

OTHER SYSTEM MONITORED

Other System Monitored is total dollar amount of all module balances for entities which do not fit in the three previous categories.

15

TRANSFERS

Transfers is the total dollar amount of all module balances for entities which have been removed from inventory as a result of transfer. It is the sum of fields 16 and 17.

16

OUT OF JURISDICTION

Out of Jurisdiction is the total dollar amount of all module balances for entities which have been transferred out of the jurisdiction of the ACS call site.

17

FROM ACS

From ACS is the dollar amount of accounts and modules removed from inventory as a result of transfer. Transfers are to RO, Queue, SPF or IDRS closures. It is the sum of fields 18 thru 21.

18

TO RO

To RO is the total dollar amount of all module balances for entities that are removed from inventory as a result of being transferred to a revenue officer.

19

TO QUEUE

To Queue is the total dollar amount of all module balances for entities that are removed from inventory as a result of being transferred to the Queue.

20

OTHER

The dollar amounts of accounts closed by other means

21

ZAP CLOSURES

The dollar amounts of accounts closed by ZAP in real-time

22

ENDING BALANCE

Ending Balance is the total dollar amount of the module balances of all open active cases in the reporting group as of the end of the period. This is the result of adding Field 6 and Field 7 and subtracting Field 8.

23

ATAF ENDING BALANCE

The ATAF Ending Balance is the count of the inventory received from FW412TV (Inventory Extract Transaction File). The amount should be the same as the Ending Balance field.

* An asterisk is displayed beside any Ending Balance (field 23) that does not match the corresponding ATAF Ending Balance. This error will be corrected for the next cycle's Beginning Balance.