Common Abbreviations and Acronyms
This article is a list of common abbreviations and acronyms used within Maximus, especially terms used in the naming of Genesys objects, or programs or services that are adjacent to those of Maximus.
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
AB: Province of Alberta
ACW: After Call Work
AH: After-hours, i.e., outside of business hours
BAT: Business Acceptance Testing (Genesys org division). In this context, Business means our Business Operations team, where a representative for Service BC would be a supervisor or manager from the relevant business area (and for other orgs, a supervisor or manager from that business area). Within a Maximus Genesys organization, BAT is the division where a flow is created and where it undergoes functional and business acceptance testing, before being copied to the PROD (production) division, where it is “live”. Note that BAT and UAT are often used interchangeably within Maximus Canada.
BC: Province of British Columbia
BCeID: BC Electronic IDentification
BCOL: BC OnLine
BCRDS: BC Registries and Digital Services, formerly BC Registries and Online Services (BCROS).
BCROS: BC Registries and Online Services, now known as BC Registries and Digital Services (BCRDS).
BCSC: BC Services Card
CB: Callback - an optional service where the telephony system will hold a caller’s position in the queue and call them when an agent is ready to assist them without requiring the caller to remain on hold in the queue.
CCaaS: Contact Centre as a Service - Maximus Canada team responsible for developing and maintaining cloud-based telephony systems.
CCB: Courtesy Callback - another name for callback, especially as implemented in Cisco UCCE.
CDCP: Canadian Dental Care Plan
CESO: Customer Experience and Solution Operations - parent department/team of the CCaaS team in Maximus Canada
CGG: Community Gaming Grants - a Service BC project. (BC)
CITZ: Ministry of Citzens’ Services Currently, our largest client. (BC)
CNA: Canadian Numbering Administrator
CPP: Canada Pension Plan - a federal pension program.
CSAT: Customer SATisfaction
DEV: Development (Genesys org division). The sandbox Genesys organization, maximuscanada-dev. Also, within a Maximus Genesys organization, DEV was a proposed division for initial development, followed by BAT (business acceptance testing) and PROD (production) divisions. This is not currently used in order to simplify our development process, but may be referenced in older internal Genesys documentation.
DFA: Disaster Financial Assistance
EC: Elections Canada, see FEC
ECSD: Employment and Social Development Canada, federal department that oversees programs like Canada Pension Program (CPP) and Employment Insurance (EI).
EI: Employment Insurance, federal Canadian program for (un)employment benefits.
EMCR: Emergency Management and Climate Readiness
EMCR AR: Emergency Management and Climate Readiness: Atmospheric River
en-CA: IETF language tag for Canadian English. See en-US
en-US: IETF language tag for American English, but effectively North American English (as American and Canadian English are so similar as to preclude the need to use a separate en-CA tag most of the time, matters of national pride aside). Of the major text-to-speech services (AWS, Google, Azure), only Azure offers Canadian English options. So, if you’re using Canadian words like tuque or hoser with another provider, they may need to be spelled phonetically.
FCR: First Contact Resolution - “First-contact resolution (FCR) is a measure of whether customers’ problems are being resolved the first time they reach out to your organization.” Genesys blog post: The definitive list of 29 call center metrics and KPIs updated 2025-01-20
FEC: (Federal) Elections Canada, a Maximus Canada client. Genesys org: maximuscanada-fec
FHIR: Fast Healthcare Interoperability Resources
GCBA: Genesys Cloud Background Assistant - a client application that allows the recording of screens for Genesys Cloud web client. Without this, an agent will have to run the Genesys Client app in order to have their screens recorded.
GE: General Enquiries, a core Service BC line.
GoY: Government of Yukon, a former client during the height of COVID-19.
HCCS: Health Contact Centre Services, another name for Service BC Health
HD: Help Desk, a core Service BC line, but also may refer to PharmaCare Help Desk, an extended-hours HCCS line, or the Maximus Service Desk for Maximus Canada users.
HEP: Home Energy Planner (BC)
HIBC: Health Insurance BC (BC)
HOG: Home Owner Grant (BC)
ICBC: Insurance Corporation of BC (BC)
ICC: (Service BC) Internal Contact Centre, a Maximus Canada client with Genesys services but with agents and subject matter experts from Ministry of Citizens’ Services. So-called by the client apparently because this call centre is “internal” to CITZ, whereas the Maximus Service BC Call Centre is “external” to them. Genesys org: maximuscanada-sbc-internalcc
IDIM: IDentity Information Management (BC)
IPS: In-Person Services - new name for the Service Delivery Office (SDO). (BC) Similar arrangement to Internal Contact Centre, in that Maximus provides the Genesys environment, but the agents and subject matter experts are Ministry of Citizens’ Services. Genesys org: maximuscanada-sbc-sdo
L# e.g.:
- L1: Level 1
- L2: Level 2
- L3: Level 3
MACS: Minor Ailments and Contraception Service (BC)
MB: Province of Manitoba
MHR: Manufactured Homes Registry search, a service provided by BCRDS, including via the Manufactured Homes Registry/Personal Property Registry (MHR/PPR) queue in the ICC org.
MLA: Member of Legislative Assembly (BC)
MM: Main Menu
MMS: Abbreviation for Maximus (used within Maximus and occasionally by clients like Service BC)
MoF: Ministry of Finance (BC)
MoH: Ministry of Health (BC and ON)
MPP: Member of Provincial Parliament (ON)
MSP: Medical Services Plan (BC)
NALO: No Agent Logged On - a condition where a queue is scheduled to be open, but there are no agents logged into Genesys to take calls. Typically, this is an error condition, but for some queues, this is considered an acceptable scenario, especially with additional handling. For example, the In-Person Services queue (in the maximuscanada-sdo Genesys organization) will forward calls to the ServiceBC General Enquiries flow if no agents are logged in.
NANP: North American Numbering Plan - the numbering plan used in Canada, the United States, and the Caribbean that dictates the form of phone numbers in those regions: 10 digits, first three digits are the Numbering Plan Area (NPA) or area code; the second three digits are the Exchange or Central Office (CO) Code; and the last four digits are the line number. The Canadian Numbering Administrator (CNA) website is a handy resource for Canadian numbers, especially for identifying Area Codes or Central Office Codes (with maps).
NB: Province of New Brunswick
NL: Province of Newfoundland and Labrador
NPA: Numbering Plan Area, commonly called the area code, is the first three digits of a North American Numbering Plan phone number (see above). NPAs are either geographic (i.e., an Area Code) on non-geographic, which are applied based on the function of the number, rather than its location (e.g., 800 for tollfree numbers).
NS: Province of Nova Scotia
NT: Northwest Territories
NU: Territory of Nunavut
OCIO: Office of the Chief Information Officer (BC)
ODB: Ontario Drug Benefit (ON), a Maximus Canada client. Genesys org: maximuscanada-odb
OGI: Opioid General Information line (BC)
ON: Province of Ontario
Org: Genesys Organization
PAS: Provincial Attachment System (BC)
PCCE: Packaged Contact Center Enterprise - a Cisco product based on the Unified Contact Center Enterprise that is bounded and pre-configured for smaller call centers (hundreds as opposed to thousands of agents). Maximus Canada used Cisco PCCE from 2017 until 2023 and the design of many of the older flows are a legacy of this history.
PCare: PharmaCare (BC)
PE or PEI: Province of Prince Edward Island
PIM: Privileged Identity Management - an Azure/Entra ID service that allows a user to temporarily operate with increased or additional roles or permissions.
PNet: PharmaNet (BC)
PPR: Personal Property Registry, a service provided by BCRDS, including via the Mobile Home Registry/Personal Property Registry (MHR/PPR) queue in the ICC org.
PRIME: PRIME (BC) is an online application for healthcare professionals and sites that need PharmaNet to deliver patient care.
PROD: Production (Genesys org division)
PTD: Property Tax Deferment (BC)
QC: Province of Quebec
RAFT: Recovery Assistance Financial Tool portal - a web application used by government agents to track and manage Disaster Financial Assistance applications
RAPID: Registration And Premium Information Determination - application for accessing/managing MSP applications and coverage, supplementary benefits, retro premium assistance, BC Services Card info and other personal info used by MSP/PharmaCare, RSBC, ICBC, CRA, and others. (BC)
RPT: Rural Property Tax (BC)
SABC: StudentAid BC (BC)
SBC: Service BC, a Maximus Canada client. Genesys org: maximuscanada
SBCH: Service BC Health, also called Health Contact Centre Services (HCCS)
SCP: Seniors Co-Payment Plan (ODB program)
SDO: Service Delivery Office (Service BC program), now called In-Person Services (IPS). Genesys org: maximuscanada-sbc-sdo
SDPR: Ministry of Social Development and Poverty Reduction (BC)
SK: Province of Saskatchewan
SPGP or SP/GP: Sole Proprietorship and General Partnership - two types of business that require a registered name, which falls under the purview of BCRDS.
SVT: Speculation and Vacancy Tax (BC)
TDP: Trillium Drug Program (ODB program)
TRB: Teacher Regulation Branch (BC)
UAT: User Acceptance Testing (often used interchangeably with BAT within Maximus Canada)
UCCE: Unified Contact Center Enterprise - a Cisco enterprise-level call center.
VAX: Vaccine or Vaccination, usually in the context of COVID-19, but also for flu and other vaccinations.
VBV or VbV: Verify By Video (BC)
VDI: Virtual Desktop Infrastructure - a remote desktop virtualization that allows users (e.g., agents) to remotely access another computer system via client application. Within Maximus Canada, VDIs are mostly used to restrict access to systems that have access to personal data. As of July 2025, the only agents who require a VDI are PharmaCare Help Desk agents, along with some team leads and supervisors. These agents also access Genesys within these VDIs and therefore require the Genesys WebRTC Media Helper.
YT: Yukon Territory, but see also: GoY