CALL-BY-CALL ROUTING
In accordance with real-time conditions, call-by-call routing is the method of directing calls to the optimal destination.
Call by call routing
Explore More Terms
A
Abandoned calls (outbound call center dialer)
Abandoned Calls (Outbound Call Center Dialer) The discussion about outbound call center dialer scenario’s. An abandoned call refers to a… read more
AVERAGE TALK TIME
WHAT IS AVERAGE TALK TIME? Average talk time is the amount of time that an agent spends handling customer calls and… read more
ATT
WHAT IS ATT? AT&T Inc. is an American multinational telecommunications holding company that is Delaware-registered but headquartered at Whitacre Tower… read more
ATA
WHAT IS ATA? An analog telephone adapter is a device for connecting traditional analog telephones, fax machines, and similar customer-premises… read more
ASR
WHAT IS ASR? The Answer-Seizure ratio (ASR) is a measurement of network quality and call success rates in telecommunications. It is the… read more
Average talk time
Quite simply, the amount of time an agent spends talking to customers. Normally expressed in minutes and seconds, this measures… read more
Average time to abandon ATA
The average patience of the caller. This is the average length of time that a caller will stay in a… read more
Awaiting further instructions
This is the status of a customer query in a support center where things cannot proceed until further instruction is… read more
Artificial intelligence
The ability of a node to mimic human cognitive skills such as learning and understanding. read more
Assistive voice
Voice Assistance, sometimes referred to as voice control, is a user interface that enables the use of a digital device… read more
AOV
WHAT IS AOV? Average order value (AOV) tracks the average dollar amount spent each time a customer places an order on… read more
Ai
WHAT IS Ai? The ability of a node to mimic human cognitive skills such as learning and understanding. read more
AHT
WHAT IS AHT? Average Handle Time is the average duration of the entire customer call transaction, from the time the… read more
ACD
WHAT IS ACD? An Automated Call Distribution System, commonly known as an automatic call distributor, is a telephony device that… read more
Ahead Routing
WHAT IS LOOK AHEAD ROUTING? Look-ahead Routing uses special SIP Trunking Services to improve your ability to handle large call… read more
Ahead Queuing
WHAT IS LOOK AHEAD QUEUING? The capability of a system or network to examine a secondary queue and evaluate the… read more
AI Voice bot
What is AI voice bot? Voicebot are software powered by artificial intelligence (AI) that allow a caller to navigate an… read more
Architecture
Architecture The system design. This configuration determines how the components work together, system capacity, upgradability, and the ability to integrate… read more
Apps
Refers to software applications for mobile devices that allow users to perform particular functions. Used by products and e-commerce companies,… read more
All trunks busy ATB
Generally, these reports indicate how many times all trunks were busy, and how much total time all trunks were busy.… read more
All hands on deck
The situation that exists when a contact center gets extremely busy, when customer wait times go up and then service… read more
Agent utilization
Measured as a percentage or in open time, utilization compares a Product Specialist’s in-call and/or after-call work time to their… read more
Agent status codes
Having a “reason” or “activity” code, these agent status codes enable specialists to signal their availability for calls to the… read more
Agent status
The functional state of a Product Specialist, be it available, on call, offline. The current work progress of the agent, such… read more
After call work
ACW encompasses data-entry, activity codes, call dispositions, form completion and post-call communication. The Product Specialist activity that directly follows a… read more
Access connected content
A speech logger is a hardware or software device that records audio from telephones, radios, microphones, and other computer storage… read more
Adherence to the schedule
How effectively an employee adheres to specified work hours, including start, stop, break, and vacation time. The extent to which… read more
Abandonment Rate
An abandoned call refers to a call that is technically disconnected by an automated dialer, once live individual is detected,… read more
Abandoned Calls
The term “abandoned call” refers to a call or other interaction started by a call center that is terminated prior to any… read more
Abandoned call
The term "abandoned call" refers to a call or other interaction started by a call center that is terminated prior… read more
Amazon LEX
Amazon Lex is a web service for artificial intelligence (AI). Lex is a term that encompasses natural language processing (NLP)… read more
AI code of ethics
AI ethics is a set of moral ideas and practices that serve as a guide for the creation and ethical… read more
Amazon AI
Amazon AI is a collection of artificial intelligence (AI) services that enable users of Amazon Web Services (AWS) to leverage… read more
AI democratization
AI democratization is the process through which artificial intelligence development is made accessible to a broader user base, including individuals… read more
AI winter
The time of decreasing funding and interest in artificial intelligence research is referred to as an Ai winter. read more
ALTcoin
An Altcoin is a type of digital cryptocurrency that is very similar to Bitcoin. The term is used as a… read more
AI acceleration
An artificial intelligence (Ai) accelerator is a microprocessor developed expressly for the purpose of speeding up the processing of artificial… read more
Abandonment rate
Product Specialist answers, but voice is detected. The percentage of callers who hang up before or before they make a… read more
ABC OF ERLANG
In the early twentieth century, three Erlang formulas were developed: Erlang A, Erlang B, and Erlang C. A Danish mathematician… read more
Average speed of answer
A metric calculating the amount of seconds it takes to answer a typical incoming/inbound telephone call once it has been… read more
Average number of agents
This number is of the Agents (also referred to as Brand Specialist, Product Specialist, Customer Service Representative, Fronters, Qualifiers, Appointment… read more
Average delay to answer
Average Delay to Answer Metric used to calculate the average time a call remains in the queue until a Product… read more
Average handle time
Average Handling Time read more
Average delay to abandon
Average Delay to Abandon read more
Average delay of delayed calls
Average Delay of Delayed Calls read more
Average contact per hour
Average Contacts Per Hour read more
Average delay
Average Delay read more
AVERAGE AFTER-CALL WORK TIME
Average After-Call Work Time read more
Average call value
Measurement of a single calls total revenue that a campaign or call center is able to produce “divided” by total… read more
AVAILABLE STATE MEAN
Available State is a status on an ACD or Auto Dialer when an agent is logged into all pertaining systems,… read more
Available time mean (telecom)
Down time is another variant of the term Available Time. It is an average measurement of time of callers, who… read more
Availability mean (telecom)
Availability read more
AUXILIARY WORK STATE ?
An auxiliary work state is a state other than actively handling calls and one type among a few “unavailable” states… read more
Automatic speech recognition
A solution to automate some or all parts of a customer call. It allows the caller to interact with your… read more
Automatic number identification ANI
An automatic number identification. read more
Automatic dialer (Auto dialer)
Automatic Dialer (Auto Dialer) read more
Automated Phone broadcast
Automated Phone Broadcast read more
Automatic call distribution
Automatic Call Distributor read more
Auto wrap up
Auto Wrap-up read more
Auto available
Auto Available read more
Automated greeting
A greeting or an acknowledgement that has been previously recorded, that gets triggered automatically when the call has been answered.… read more
Auto attendant
Auto Attendant read more
Authenticating by voice
Authenticating By Voice read more
Asynchronous messaging
Asynchronous Messaging read more
Artificially intelligent attorney
Artificially-Intelligent Attorney read more
Assitive voice
Assistive Voice read more
Asilomar AI principal
Asilomar Ai Principles read more
Artificial intelligence law
Artificial Intelligence Law read more
Area code
The three-digit code of a phone number used in any area of the United States and Canada. read more
Appreciative inquiry
Appreciative Inquiry read more
Application based routing and reporting
Application-Based Routing and Reporting read more
Answered call
Answered Call read more
Answer supervision
The supervision of contact center agents activity to improve the quality of the customer experience and to ensure strict standards… read more
Annoucement
Announcement read more
Agent
What is an Agent Agents are also referred to as intake specialists, closers, or coaches. A call center agent, alternatively… read more
Answer rate
The number of calls answered by a Product Specialist in comparison to the number of calls offered. read more
Analogue lines
Telephone transmission or switching that is not digital. Signals are comparable to the original signal at 56k. read more
Analog to digital conversion
Analog-to-Digital Conversion read more
Ai washing
Ai Washing read more
AI intelligent agent
Ai Intelligent Agent read more
AI hearing aid
Ai Hearing Aid read more
AI governance
Ai Governance read more
AI for good
Ai for Good read more
AI dialer
Conversational Voice Ai High-Speed Dialer Technology offered by Rosponse Ai, allows for any enterprise to achieve their goal of providing… read more
AI adoption
Ai Adoption read more
Agent out call
Outbound calls placed by an Product Specialist read more
AGENT OCCUPANCY
Agent Occupancy The amount of time a Product Specialist is engaged in talk time or after-call work versus being idle… read more
Agent group
Your team of agents that share the responsibility and are able to handle customer complaints and keep customers happy. read more
Agent availability
Once an agent is available, agent availability is a percentage measurement of the time that Product Specialists are available to… read more
AFTER-CALL WORK?
An Average of the amount of time a Product Specialists work on customer accounts updating notes, taking any actions with… read more
ADHERENCE
In compliance, the tracking ability of a Product Specialist adherence measures their commitment to his or her schedule. The term… read more
Abandoned call
An abandoned call refers to a call that is technically disconnected by an automated dialer, once live individual is detected,… read more
AI chatbot
Ai chatbot is a computer program/app or piece of software that mimics human communication or "chatter" through text or voice… read more
Agent status code
Agent Status Codes read more
B
Back Queuing
WHAT IS LOOK BACK QUEUING? The capability of a system or network to look back to the Primary Queue after… read more
BPO
BPO & Call Center are used interchangeably most of the time, but there is a difference between the two. The… read more
Busy hour attempts
In telecommunications, busy-hour call attempts (BHCA) is a tele-traffic engineering measurement used to evaluate and plan capacity for telephone networks. read more
Busy study
A study/report provided by a telephone carrier that shows the number of calls attempting to be connected on incoming trunks.… read more
Brand specialists
Brand specialists promote organizations and develop effective brand and product strategies. read more
Business to business B2B
Business-to-business also called B-to-B, is a form of transaction between businesses, such as one involving a manufacturer and distributor, or… read more
Bluetooth
Bluetooth is a low-energy data-transfer technology. It is the technology that fuels the ‘hands-free’ function. read more
Blocked call
A call that cannot be connected immediately due to no circuit available at the time the call arrives, or the… read more
Blockchain dAPPS
Decentralized applications; known as "dApps" are digital applications that run on a blockchain network of computers instead of relying on… read more
Blockage
Callers blocked from entering a queue. A scenario in which phone lines or other communication channels are filled to capacity… read more
Blended AI
This is a combination of both human intelligence and Artificial Intelligence to help better the customer experience. read more
Blended agents
Blended agents are trained to handle both incoming and outgoing calls. A Blended Call Center is an operation that handles… read more
Big data
Contact Centers will often rely on technology to provide quality customer experiences. The use of Big Data in contact centers… read more
Best practices
A call center's procedures and methods that are accepted as the most effective to achieve an company objectives. read more
Best in class
A benchmarking term to identify organizations that outperform all others in a specified category. read more
Benchmarking
By setting points of reference from which measurements, comparisons and evaluations will be made. In call centers, benchmarking refers to… read more
Benchmark
A term referred to a standardized task to test the capabilities of devices against each other. In quality terms, benchmarking… read more
Beep tone
The audible notification that a call has arrived. Beep tones can also refer to the audible notification that a call… read more
Basic rate interface BRI
Basic Rate Interface (BRI) One of two basic levels of ISDN service. A BRI line provides two bearer channels for… read more
Base staff
Base Staff The minimum number of agents required to achieve service level and response time objectives for a set period… read more
Balanced scorecard
A record that shows a range of measures, typically based around graphs or charts on a sheet of paper about… read more
Back-office optimization BOO
Delegating shift resources from the contact center to the back office during the low-contact-volume parts of the day, and shifting… read more
Bot voice
A voice Bot is operated through speech, often via a conversational voice-activated device (Siri or Alexa) or a telecommunications system. read more
Business process outsourcing
Business tasks and outsourcing another company to deliver it is the way some get extra help. This term is typically… read more
Business continuity plan
A written directive for routing calls to a different site in case of an emergency or disaster. Also called a… read more
Business analytics
Data analysis techniques that drive empirical insights, used to support business functions. Applications may include predictive modeling for sales projections… read more
Brick and mortar
Refers to a physical presence of an organization or business in a building or other structure. Brick or other physical… read more
Brand reputation
The tangible and intangible value of a brand or the monetary worth of your brand or how it is perceived by… read more
Brand Passion
The strong affinity of enthusiasm, excitement and devotion that a Product Specialist, customer or others have for a brand. The… read more
Brand loyalty
A customer 's passion and confidence that compels them to repeatedly return to purchase from a company’s brand over time. read more
Business networking
Business Networking is a way of connecting to like minds with other professionals for mutual benefit. This is usually undertaken… read more
Business as usual
Business as Usual stands for normal work flow as a part of current operations within a contact center or any… read more
Busy time
A study or report provided by a telephone carrier that shows the number of calls attempting to be connected on… read more
Busy hour
A telephone traffic term, referring to the hour in which a trunk group carries the most traffic during the day.… read more
Business to consumer B2C
The Business to Consumer (B2C) opens companies up to making sales directly to individual consumers rather than to other commercial… read more
Balanced Scorecard
A record that shows a range of measures, typically based around graphs or charts on a sheet of paper about… read more
BLOCKCHAIN STORAGE
Blockchain storage is a way of saving data in a decentralized network, which utilizes the unused hard disk space of… read more
Blockchain economy
The blockchain economy is a scenario and potential future environment in which the technology replaces current monetary systems. read more
Blockchain app
A Blockchain App is an evolving concept that describes a blockchain enabled website in which the management of assets and… read more
Blockchain
Blockchain is a record keeping technology designed to make it impossible to hack the system or forge the data stored… read more
Black box AI
Black Box Ai is artificial intelligence system whose inputs and operations are inaccessible to the user or any interested party… read more
C
Customer Retention Rate
WHAT IS CUSTOMER RETENTION RATE? Customer Retention Rate is the percentage of current customers who remain customers after a given period.… read more
CUSTOMER SERVICE
WHAT IS SOCIAL CUSTOMER SERVICE? Social Customer Service integrates with Social Studio so Agents and Sales Reps can respond to cases… read more
Call Center
WHAT IS A VIRTUAL CALL CENTER? A “virtual call center” is often used to describe a cloud-based contact center deployment… read more
Chief technology officer
A chief technology officer (CTO) is a top executive that oversees the entire IT department and is responsible for integrating business… read more
Call center management
The Call Center Manager is the person behind for the management of the budget, operation and business performance of the… read more
Call control
The act of controlling the flow of a conversation, usually by asking questions. read more
Cisco unified contact center enterprise
A Cisco Systems product that provides call center computer telephony integration, contact routing and multichannel contact management. It includes automatic… read more
Churn rate
Churn rate refers to the percentage of customers who end their relationship with a business within a given period. read more
Chief information officer (CIO)
A typical title for the highest ranking executive responsible for an organization’s information systems. read more
Chat
Like an instant message system, this allows any logged-in computer Brand Specialist and customer to have a written conversation online… read more
Channel agnostic
Provision of a centralized process or interaction route, regardless of the interaction channel. read more
Channel
Paths of communication, such as phone, email, chat and social media. In retail, it can also be used to define… read more
Centum Call Seconds
Centum is 100 call seconds. Widely considered a unit of telephone traffic calibration. 1 hour = 1 Erlang = 60… read more
Central Office
Can refer to either a telephone company switching center or the type of telephone switch used in a telephone company… read more
Case management
CASE MANAGEMENT Managing a set of customer service relationships, which will begin from initial contact interaction until the last communication… read more
Carrier
A “carrier” is a telecommunications service provider (TSP) that enables the public to connect to the public switched telephone network… read more
Calls per agent
A metric based on the calculation of dividing the calls handled by the total number of Product Specialists taking calls… read more
Calls offered
Number of calls available for answer. Key indicator of staff required to satisfy call volume. read more
Calls handled
A variable in call center metrics that represents the volume of calls answered from the queue before being dropped. read more
Calling line identity
These days the telephone number of the caller travels ahead of most calls. This is known as Calling Line Identity… read more
Caller ID
Caller identification (caller ID) is used in contact centers to protect customers from receiving unwanted calls. It does this by… read more
Caller entered digits
Using the telephone keypad, callers can enter digits to navigate a directory or leave a request for a callback message. read more
Call transfer
The telecommunications technique that sends a customer call from its current destination to another phone location, which can be another… read more
Call strategy
The plan or approach that a Product Specialist will take in handling a customer call. Includes the desired outcome of… read more
Call review assessment
An assessment of a Product Specialist’s call-handling proficiency, usually scored and conducted by a member of a call center quality… read more
Call riding
Call Riding is a term that means instead of just transferring a call in a contact center – to a… read more
Call metering
Limiting the quantity of incoming callers which will get through the switch at only once. This might be used when… read more
Call length
The amount of time it takes to process one customer interaction, generally expressed as a mean. Also see the average… read more
Call in queue
A real-time report that refers to the quantity of calls received by the ACD system but not yet connected to… read more
Call handling analysis
Call handling analysis is an approach to watch the effectiveness and quality of the handling of calls by the agents. read more
Call by call routing
In accordance with real-time conditions, call-by-call routing is the method of directing calls to the optimal destination. read more
Call calibration
Contact centers often run call calibration sessions with their quality analysts and team leaders to confirm that everybody is assessing… read more
Call avoidance
A proactive strategy to cut back the quantity of unwanted or low-value calls for instance, failure avoidance by eliminating repeat… read more
Calibration
Calibration is the process of aligning performance with the prescribed quality level to attain the specified goals. read more
Call center schedule adherence
It is a metric employed in order to see whether or not agents are working the number of hours they… read more
Call routing
This is a process designed to make sure that every call is routed to the correct agent with proper skills,… read more
Customer Touchpoint
Customer touchpoints are your products points of customer contact, from start to finish. Customers may find your business online or… read more
Customer Segmentation
Customer segmentation is the process by which you divide your customers up based on common characteristics – such as demographics, time… read more
Customer Satisfaction
Simply, a customers satisfaction is a measurement that determines how well a company's products or services meet customer expectations. Customer… read more
Customer Loyalty
Customer loyalty is the act of choosing a company's products and services consistently over their competitors. Customers' loyalty refers to… read more
Customer lifetime value
Customer lifetime value is the total worth of a customers business over the whole period of their relationship with your company.… read more
Customer journey mapping
Customer journey mapping is the process of creating a customer journey map, a visual story of your customers' interactions with… read more
Customer expirence
Customer experience or client service is cognitive, when it evokes feelings sensory, and emotional actions or responses during all stages… read more
Customer engagement platform
A customer engagement platform records every interaction you have with prospects and customers. Every email, social media conversation, live chat… read more
Customer effort score
Customer Effort Score (CES) are stats obtained from a Customer Satisfaction Survey that measures customer loyalty to a product or… read more
Customer dissatisfaction
Customer dissatisfaction is the downfall to many products. It happens when customer expectations are not only not met, but also… read more
Customer care
Customer care is a service to customers before, during, and after a purchase. This success of such interactions is dependent… read more
Computer telephony integration
Computer telephony integration, also know as computer–telephone integration or CTI, is a common name for any technology that allows interactions on a… read more
Corporate social responsibility
Corporate Social Responsibility, also known as "CSR", is the basis that a business has a responsibility to do good. CSR… read more
Cross selling matrix
A Cross sell matrix is the process of selling an additional products or services to existing customers. The main purpose… read more
Courtesy Callback
Courtesy Callback gives a caller an option to have an customer agent return their call. This option limits the time a… read more
Cost per call
Cost per call measures the amount in dollars it takes to handle a single call. While the measure seems highly specific,… read more
Conversational monitor system
A Conversational Monitoring System is a simple interactive single-user operating system. CMS was originally developed as part of IBM's CP/CMS… read more
Commerce by voice
Voice commerce technology helps reduce the end-users dependence on hardware and allowing them to use Voice Commands to search and… read more
Co-browsing
Considered in the context of web browsing, is the joint navigation through the Internet with two or more people accessing… read more
Cloud computing
Cloud computing is the delivery of computing services; including servers, storage, databases, networking, software, analytics, and intelligence over the Internet… read more
Conversational analytics
Conversational analytics is the task of extracting very exact data from human speech and conversation using Natural Language Processing. Then… read more
Culture
Culture is an umbrella term which encompasses the social behavior and norms found in human societies, as well as the… read more
CRM cross selling
Cross-selling using a CRM is to sell related or complementary products to an existing customer. Cross-selling is one of the most effective… read more
Cost benefit analysis
Sometimes called benefit–cost analysis, is a systematic approach to estimating the strengths and weaknesses of alternatives. This is the process… read more
Contact center as service
Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and Cloud based contact center infrastructure. read more
Contact management
A contact manager is a software program that enables users to easily store and find contact information, such as names,… read more
Content spoofing
Referred to as content injection, arbitrary text injection” or virtual defacement, is an attack targeting a user made possible by… read more
Cloud contact center
A cloud contact center is an internet-based facility that handles all inbound and outbound customer calls for a company. read more
Cloud call center
A cloud call center is a web-accessible platform for handling customer calls and interactions. Then, customers continue to increase their use… read more
Cloud based software
Cloud-based computing (also called Software as a Service, or SaaS) allows users access to software applications that run on shared computing… read more
Customer Voice
The aggregate assessment of a client's requirements and expectations may be ascertained via customer feedback, customer service professionals, or call… read more
Customer engagement platform
MetaVerse/Facebook, YouTube, Twitter, Pinterest, Instagram, TikTok, LinkedIn, Discord, Reddit are platforms where the Brand or client can communicate with each… read more
Conversion rate optimization
When doing online marketing the conversion rate optimization (CRO) is a strategic approach to increasing the percentage of website visitors… read more
Conversational Commerce
Conversational commerce is the process of interacting with a product/ brand or making a purchase through a voice assistant or… read more
Conversational user interface
A conversational user interface that has the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human… read more
Conversational AI
The technology behind Conversational Artificial Intelligence is complex application of machine learning involving a multi-step process that requires a massive… read more
Conversation rate
A measure of a Product Specialist’s sales proficiency. The number of sales made divided by the number of calls taken.… read more
Contract staffing
A service used by call centers in which staff from separate sources are employed to work in the call center.… read more
Contingency planning
Describes preliminary actions to be taken in the case of unfavorable situations within a business. Defines actions to be taken… read more
Contact management
A system that tracks lines of communication to organize call center information. Processed through software applications. read more
Contact center quality assurance
Quality Assurance (QA) is a business process that ensures products and services meet an internally agreed standard. read more
Contact center outsourcing
Contact center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. The outsourced… read more
Contact center management
As defined by the International Customer Management Institute (ICMI), the art of having the right number of properly skilled people… read more
Contact center as a service
A cloud-based contact center solution that enables companies to use the provider’s software. read more
Contact center
Usually synonymous with call center. A contact center will handle email, chat, social media, SMS and faxes – not just… read more
Contact
Any communication between a customer or prospect and a Product Specialist, primarily through a call, email, chat, fax, letter, social… read more
Consumer Affairs
Any action taken by a customer to express their questions, concerns or comments about a product, service, policy or action… read more
Concierge
Product Specialists who assist customers with a wide range of services related to the company or product, often going beyond… read more
Computer telephony integration
The amalgamation of the telephone and computer system, which holds the database from which the company functions. This provides for… read more
Computer simulation
A computer technique to predict the outcome of various events in the future, given many variables. When there are many… read more
Completed call
A call that has undergone total treatment by a Product Specialist. completed call. A contact that is handled to completion… read more
Compliance
Compliance is the ability to adhere to an order or a set of rules. These rules may be internal to… read more
Customer service chatbot
A customer service chatbot is a chatbot that utilizes artificial intelligence (AI) and machine learning to respond to common consumer… read more
Common causes
Causes of variation that are inherent to a process over time. They cause the rhythmic, common variations in the system… read more
Command center analysts
People within a contact center Command Center who assess real-time reporting and situations to make workforce adjustments as needed. read more
Command center
A group within a call center program that has responsibility for such workforce management functions as real-time schedule adherence, agent… read more
Collateral duties
Business activities that don’t require phone calls. These duties can be allotted to improve utilization. read more
Collaborative browsing
Synchronized internet browsing by at least two people, known as co-browsing. This can be used by Product Specialists to guide… read more
Cold transfer
This is the telecommunications technique that sends a customer call from its current destination to another phone location or agent… read more
Coaching
The process of optimizing Product Specialist and program performance through positive reinforcement and encouragement. Conducted in conjunction with call monitoring… read more
Coach
The person who provides additional support and technical knowledge to agents additionally called a Team Leader. read more
Cold call
Cold calls are unsolicited calls placed by contact centers to prospective customers, usually with the intention of making a sale… read more
Content spoofing
Content spoofing is a type of exploit used by a malicious hackers to present a faked or modified Web site… read more
Contact center
A contact center handles all forms of communication, not only voice calls but email, letters, social media, and instant messaging. read more
Conditional routing
Conditional routing allows an Automatic Call Distributor (ACD) to route calls intelligently by factoring in contextual and performance information. read more
Computer telephony integration
A method of connecting your telephone system to your database. Most commonly this will allow you to pop the caller’s… read more
Cloud computing
A remote means of offering a system, service or solution utilizing a Wide Area Network (WAN) or, more locally, across… read more
Clienting
The retail practice of building customer relationships by suggesting purchase selections based on data from previous purchases. Another layer of… read more
Client/Server architecture
An arrangement of computers and computer systems that all share an infrastructure in which their capabilities and devices are combined. read more
Click to chat
A service that facilitates an online chat, or instant message conversation, about a product or service, typically initiated via icon… read more
Customer relationship management
This is a system that helps in identifying the customers’ needs, improving customer interactions, customizing contacts, sales approaches, and automation… read more
Computer telephony integration (CTI)
This is the power to automatically combine voice and data at the agent desktop. it's additionally called screen pop –… read more
Call Recording
It is a technology that permits call centers to capture and record all customer and agent telephony interactions. The caller… read more
Calling Line identity
A technology that uses Computer Telephony Integration software to match a customer’s number and their previous call records. read more
Customer experience management
Procedures adopted by a company to track the interactions between a customer and the call center agents. read more
Call guide
A tool (or template) that outlines the natural flow of the decision, providing Product Specialists with inquiries to ask and… read more
Call greeting
This is the salutation to the customer at the beginning of a call with a Product Specialist, or agent. The… read more
Call forcing
An ACD feature that automatically delivers calls to agents who are available and prepared to require calls. They hear a… read more
Call drivers
A call driver is the reason that somebody had called into the call center. Contact centers often measure and analyze… read more
Call detail recording
Data on each call, captured and stored by the ACD. Can include trunk used, time in queue, call duration, agent… read more
Call control variables
The set of criteria the ACD uses to process calls. Examples include routing criteria, overflow parameters, recorded announcements and timing… read more
Call closing
The end of a call between a customer and agent, or Product Specialist, which can include elements on the agent’s… read more
Call center service level
Can refer generally to agreed-upon levels of service in either an outsourced or internal center environment. The term service level… read more
Call center outsourcing
Call center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. The outsourced… read more
Call center forecasting
Calculations supported rigorous mathematics and skills that are accustomed to predict This is the salutation to the customer at the… read more
Call center attrition
Agents also referred to as Brand Specialist, Product Specialist, Customer Service Representative, Fronters, Qualifiers, Appointment Setters tend to have a… read more
CALL CENTER
A center may be a department or an office within which incoming and outgoing telephone and voice calls from new… read more
Call center manager
This is someone who is answerable for budget execution, operation, business performance and overall direction of the decision center management… read more
CALL BLENDING
It is a competent strategy to smoothen the demand for inbound and outbound calls. This works effectively during a situation… read more
Conversational AI
Conversational Ai is a set of technologies that is frequently used to refer to messaging apps, chatbots, and voice-activated assistants or… read more
Customer intent
Customer intent is described as the thoughts that influence a customer's purchasing decisions or behaviors. Customer Intent is often referred… read more
Chatbot
Chatbot is a computer software application that mimics human communication or "chatter" through text or voice interactions read more
Chat channels
Chat channels are technologies that enable businesses to participate in live discussions with their consumers. read more
CURIOSITY ARTIFICIAL INTELLIGENCE ?
Curiosity artificial intelligence is a computer simulation of human curiosity. read more
D
DSAT
WHAT IS DSAT? DSAT is a measurement in Customer Service, Contacts Centers or BPO. It is an abbreviation for Customer… read more
DNIS
WHAT IS DNIS? Dialed Number Identification Service is offered by telecom companies to corporate clients which identify the originally dialed… read more
DNC
WHAT IS DNC? The National “Do Not Call” Registry is a database maintained by the United States Federal Government, listing… read more
Digital to Analog conversation
WHAT IS A DIGITAL-to-ANALOG CONVERSATION? A digital-to-analog converter is a system that converts a Digital Signal into an Analog Signal.… read more
DID/DDI
WHAT IS DID / DDI? Direct inward dialing, also called direct dial-in in USA & Europe, is a telecommunication service… read more
Delphi Method
WHAT IS THE DELPHI METHOD? The Delphi Method or Delphi Technique is a structured communication technique or method, originally developed… read more
Delayed Call
WHAT IS A DELAYED CALL? In telecommunications, a delay occurs when a call arrives at an automatic switching device and no… read more
Deep fakes
WHAT ARE DEEP FAKES? Deepfake is synthetic media in which a person in an existing image or video is replaced… read more
Deep web
WHAT IS THE DEEP WEB? The Deep Web, the invisible web, or the hidden web are parts of the World… read more
DPI
WHAT IS DPI? DPI is simply Deep Packet Inspection, an advanced method of examining and managing network traffic. It is a… read more
Data analyst
WHAT IS A DATA ANALYST? A Data Analyst reviews data to identify key insights into a business’s customers and ways the… read more
DASS1
WHAT IS DASS1? Digital Access Signaling System 1 (DASS1) is a proprietary protocol defined by British Telecom to provide ISDN services in the UK. It is now obsolete,… read more
DAC
WHAT IS DAC? DAC, or digital to analog converter, is the device that translates digitally stored information from a laptop,… read more
D2C
WHAT IS D2C? D2C is Direct-to-Consumer or Business-to-Consumer is the business model of selling products directly to customers and thereby… read more
DEEP LINKING
WHAT IS DEEP LINKING? Deep Linking is the use of a hyperlink that links to a specific, generally searchable or… read more
Deep Learning Agents
WHAT IS DEEP LEARNING AGENTS? Deep Learning Agent is any autonomous or semi-autonomous Ai driven system that uses deep learning… read more
Deep Learning
WHAT IS DEEP LEARNING? Deep learning is part of a family of machine learning methods based on artificial neural networks… read more
Deep Archive
WHAT IS DEEP ARCHIVE? A deep archive is a storage location for retired data that will probably not be accessed… read more
Do not call list (DNC)
WHAT IS A DO NO CALL LIST? Consumers can register multiple phone numbers on the DNC Registry by registering online… read more
Dip check
When a Quality Control Analyst or Contact Center Manager quickly analyses customer contacts to find one specific type of problem… read more
Dialed number
The number that the caller or software dialed to initiate the call. read more
Disaster recovery plan
A carefully planned out design for routing calls to a different site in case of an emergency or disaster; additionally… read more
Dynamic network routing
A service provided by telephone companies that allows the call center to dynamically change where calls are routed to. read more
Dynamic answer
An ACD feature that automatically configures the number of rings before the system answers calls based on actual calls in… read more
Drivers
Guidelines that affect a potential outcome, which may or may not be controlled by management and staff. read more
Do not call
This registry that logs telephone numbers of locations that ask NOT to be called. This will keep you away from… read more
Document management system
Large call centers handle a constant amount of incoming mail, and are opened and scanned into a DMS for electronic… read more
Documentation
Accurately detailed account of all aspects, features and content of each customer conversation while talking to an agent in a… read more
Deep analytics
Deep analytics is the process of applying data mining and data processing to analyze and find large amounts of data… read more
Direct dial inward
Directed Dialog refers to the several strategies implemented in a contact center to route a live call to an appropriate… read more
Direct message
A "DM" is a direct message to one person. It is a private form of messaging used on many applications. read more
Direct to consumer
Describes the business relationship of selling to the consumer without a mediator. read more
Dialed number identification service DNIS
DNIS operates like direct inward dial (DID) or direct inward dialing service, and when used with toll-free lines, it enables… read more
Desktop applications
Your business software that processes tasks necessary for a company to function. A lot of desktop applications may also include… read more
Delay time
Refers to the time callers are waiting for a Product Specialist to connect and answer. During this time the caller… read more
Delay announcement
Callers on hold listen to music or a recording as they await a Product Specialist, recordings encourage callers to wait… read more
Day of week routing
A network service that delivers calls to alternative locations based on the day of the week. With an option to… read more
Database call handling
ACD works in sync with the database storage to process calls and work based on information in a database. Look… read more
Database
A software application that allows for the storing and compilation of relationship information of customers collected over time. read more
Data warehouse
A central data storage environment with the capability of integrating large amounts of data sources. read more
Detection of voice activation
Voice activation detection (VAD) is a software program used in Voice over IP (VoIP) that enables a data network delivering… read more
Design of the voice
The voice design process includes designing and mapping all potential interactions between a voice assistant and an end user. read more
Data mining
Data mining is a process of extracting and discovering patterns in data sets involving methods at the intersection of machine… read more
Directed call routing
The process whereby an automatic call distributor (ACD) can route a call based on data provided by a caller and… read more
Data aberration
This occurs when the data gets in a traffic jam and deviates off the usual path. Data aberrations are not… read more
Dashboard
A dashboard is an at-a-glance report of imperative statistics relating to a contact center's performance. A display of data showing… read more
Dialog flow
Dialog Flow is a platform for chatbots that simplifies the process of designing and integrating a conversational user interface into… read more
Deepfake AI
Deep Fake (alternatively spelled deepfake) is a subset of artificial intelligence that is used to generate convincing pictures, audio, and… read more
DIGITAL AGENT
Digital Agents Digital Agents automate and therefore streamline your most repeated business operations in the most efficient manner. Integrated and… read more
Digital Twin
It is a virtual representation of a real object dependent on the digital thread—the lowest-level design and specification for a… read more
E
ESCALATION MANAGEMENT
WHAT IS ESCALATION MANAGEMENT? Escalation Management is the process of prioritizing customer service concerns, ranking questions based on severity, and ensuring… read more
Explanatory Approach
WHAT IS AN EXPLANATORY APPROACH? The explanatory approach is a way of describing or explaining something to help people understand;… read more
ESCALATION PLAN
WHAT IS AN ESCALATION PLAN? An escalation plan is a set of procedures that helps in dealing with a potential… read more
ERROR RATE
WHAT IS ERROR RATE? When measuring participants’ performance using a task with multiple trials, the error rate is the proportion… read more
ERLANG CALCULATOR
WHAT IS A ERLANG CALCULATOR? The Erlang Calculator is a mathematical calculation that allows for the calculation of the number… read more
ERLANG
WHAT IS ERLANG? Erlang is a programming language used to build massively scalable soft real-time systems with requirements on high… read more
Equivalent Random Theory
WHAT IS EQUIVALENT RANDOM THEORY? A random variable is a mathematical formalization of a quantity or object which depends on… read more
ENVELOPE SCHEDULING
WHAT IS ENVELOPE SCHEDULING? Envelope scheduling is a contact center scheduling technique that addresses the fact that call volume changes… read more
Enterprise Resource Planning
WHAT IS ENTERPRISE RESOURCE PLANNING? ERP software contains applications that automate business functions like production, sales quoting, accounting, and more. read more
End of Service
This would be the end of the working day in the contact center. It is when the contact center stops… read more
Emoji or emoticon
Emojis and emoticons are images of faces used in text-based communication to express emotion. read more
Electronic mail sent via the internet and mail client. This could be to 1-1000 recipients to save time from standard… read more
E-Learning
Learning online via the internet by online classes and testing. read more
Efficiency metrics
Calculations based on the effectiveness of a result based on the set goals required to deliver the result. read more
Economies of scale
Using resources in the most cost-effective manner. An idea based on the premise that businesses do well and can become… read more
End of call disposition
The outcome of the call and giving that record a disposition that indicates the primary reason and its result. This… read more
Empathy
Carl Rogers, a psychologist, given the term "empathy." empathy refers to a telephone agent's capacity to imagine themselves in the… read more
Exception to the schedule
Time is deducted from an employee's work schedule to account for ongoing training, meetings, unanticipated absences, unscheduled breaks, and other… read more
Explainable AI
Explainable Ai is a kind of artificial intelligence in which the solution's outcome is understandable to humans. read more
Erlang calculator
The Erlang Calculator is a mathematical calculation that allows you to calculate the number of staff that you need for… read more
Erlang
A metric for calculating the amount of telecommunications traffic. In an hour, one erlang represents 3,600 seconds of usage. In… read more
ENVELOPE SCHEDULING
A determined scheduling of Product Specialists above a forecasted number of incoming calls that will also allow the call center… read more
Emotional intelligence EI
Emotional Intelligence EI, Emotional Intelligence additionally called Emotional IQ is often defined as the ability to not only perceive and… read more
F
Funnel forecasting
Funnel forecasting is a way to visualize the process of turning leads into customers. Imagine a classic funnel shape. A… read more
Full time equivalent
Full-time equivalent, or whole time equivalent, is a unit that indicates the workload of an employed person in a way… read more
FLICKr
Flickr is an American image hosting and video hosting service, as well as an online community, founded in Canada and… read more
First call resolution
A First Call resolution is an important call center performance metric and element of customer relationship management (CRM). The term… read more
First attempt
First attempt - an act of trying to achieve something, typically one that is unsuccessful or not certain to succeed. read more
Fast clear down
Fast Clear Down or FCD refers to the situation when a customer is calling the contact center, and upon hearing a… read more
Federal communication commission
The Federal Communications Commission is an independent agency of the United States federal government that regulates communications by radio, television,… read more
Facebook private message
The messages are end-to-end encrypted, which means not even Facebook can access them. However, while these encryption options are on… read more
Facebook complaint
Feedback from the people who use Facebook has helped us redesign our products, improve our policies and fix technical problems.… read more
Facebook comment on wall post
To post a comment on another person's Facebook wall or timeline, look for the "Comment" link under that person's post. If… read more
Meta Platforms, Inc., doing business as Meta and formerly known as Facebook, Inc., is an American multinational technology conglomerate based… read more
Flushing out the queue
Flushing Out the Queue is an application that impowers inbound call center agents to flush or push contacts, such as… read more
Full coverage scheduling
Running a busy call center, managing team schedules, shift changes or absences can take up a lot of your time… read more
Flow chart
A flowchart is a type of diagram that represents a workflow or process. A flowchart can also be defined as… read more
Federal education right and privacy act
The Family Educational Rights and Privacy Act protects the privacy of student education records nationally. It gives parents and students… read more
Fast clear down
Call center terminology used when referring to callers who choose to disconnect their call immediately after hearing that there will… read more
Failure Demand
In call centers, "failure demand" refers to when a contact calls in citing a problem or issue with the company… read more
A social media platform where old and new friends, families and co-workers can share pictures, events and stay connected. Only… read more
Flushing out the queue
Changing thresholds to shift calls waiting for an agent or group to another group with a shorter backlog or more… read more
First call resolution FCR
FCR is a metric used to determine the success of each interaction during a conversation. Typically specified in terms of… read more
FULL-TIME EQUIVALENT (FTE)
A full-time equivalent employee works full-time. The following formula is used to determine the number of full-time equivalent positions required… read more
Federal communication commission FCC
The Federal Communications Commission, abbreviated as the FCC, is an independent United States Government agency charged with supervising and regulating… read more
G
Green Building
WHAT IS A GREEN BUILDING? A green building is a building that, in its design, construction or operation, reduces or… read more
Great Customer Service
WHAT IS GREAT CUSTOMER SERVICE? Excellent customer service involves going the extra mile to make a customer happy and satisfied… read more
GRADE OF SERVICE
WHAT IS GRADE OF SERVICE? Grade of Service is calculated from the average of the busy hour traffic intensities of… read more
GOOGLE AI
WHAT IS A GOOGLE AI? Google Duplex is an unusual AI project active in most of the US, as well… read more
Gigabyte Circuit
WHAT IS A GIGABYTE CIRCUIT? The term gigabyte has a standard definition of 10,003 bytes, therefore, one gigabyte is one… read more
Gateway for Broadband Voice
WHAT IS GATEWAY BROADBAND VOICE? A broadband voice gateway is a device that allows you to make telephone calls over… read more
Gap analysis
A gap analysis is the process companies use to compare their current performance with their desired, expected performance. read more
Geo targeting
Geo Targeting is the process of providing users with localized or Location Specific content online based on their geographic location. read more
Google analytics
Google Analytics is a straightforward, easy-to-use tool that enables website owners to track how their visitors interact with their content.… read more
Grade of service (GOS)
GOS Grade of Service (GOS) The likelihood that a call will not be connected to a system due to the… read more
Geo-targeting
GeoTargeting strategy for local business is quite a popular marketing method based on casting a smaller net and targeting your… read more
H
Home Agent
WHAT IS A HOME AGENT? In the working at home model, employees have more flexibility to get work done when… read more
Historical Reports
WHAT ARE HISTORICAL REPORTS? Returns all Issues from a specified time period that also match the selected assignment, status, and… read more
High Performance Building
WHAT IS A HIGH PERFORMANCE BUILDING? The term ‘high-performance building’ means a building that integrates and optimizes on a life… read more
HELP DESK
WHAT IS A HELP DESK? End users turn to Help Desks in order to resolve issues they may experience within… read more
HEALTHY BUILDING
WHAT IS HEALTHY BUILDING? Healthy building refers to an emerging area of interest that supports the physical, psychological, and social… read more
Healthcare Call Centers
WHAT ARE HEALTHCARE CALL CENTERS? Healthcare Call Centers are outsourced teams that help healthcare organizations with inbound calls. They the… read more
HIPAA
WHAT IS HIPAA? The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that required the… read more
HASHTAG
WHAT IS A HASHTAG? A hashtag is a metadata tag that is prefaced by the hash (or pound) sign, #.… read more
HANDLED CALLS
WHAT IS HANDLED CALLS? The handled call is a term widely used in outsourced call centers to indicate the number… read more
Handle Time
WHAT IS HANDLE TIME? Handle time is a customer service metric that measures the average length of a customer’s call.… read more
Horizontal scheduling
The Schedule Horizon is the period of time between the development of a schedule and its subsequent cycles. Schedules can… read more
Hearing Aid
The hearing aid was able to discriminate between a broad range of sounds by using Ai capabilities. read more
I
ISO 9001/2000
WHAT IS ISO 9000? The ISO 9001/2000 Family of quality management systems is a set of standards that helps organizations… read more
Invisible Queue
WHAT IS AN INVISIBLE QUEUE? An invisible queue is a call waiting queue where the waiting callers are not aware… read more
Intranet
WHAT IS AN INTRANET? An intranet is a secure private network within an enterprise that is used to securely share… read more
Intra Day Statistics
WHAT ARE INTRADAY STATISTICS? Intraday statistics refer to the time reports that provide comprehensive details of what is happening in… read more
Internet Phone
WHAT IS AN INTERNET PHONE? A VoIP phone system is a technology to make phone calls through your internet connection… read more
Internet “Call Through” Transaction
WHAT IS A CALL-THROUGH TRANSACTION? Internet “Call Through” Transaction. This term is referring to a process that allows a customer… read more
Internet “Call Me” Transaction
WHAT IS AN INTERNET CALL ME TRANSACTION? An Internet call me transaction is an outbound call initiated by a contact… read more
INTERNAL RESPONSE TIME
WHAT IS INTERNAL RESPONSE TIME? The internal response is the character’s reaction to the initiating event. The response can talk… read more
Internal Help Desk
WHAT IS AN INTERNAL HELPDESK? An internal help desk allows your support members to quickly track and resolve internal issues.… read more
INTERFLOW
WHAT IS INTERFLOW? The meaning of INTERFLOW is a flowing into one another: a mixing together. How to use interflow in a… read more
Interactive Voice Response (IVR)
WHAT IS IVR? Interactive voice response is a technology that allows humans to interact with a computer-operated phone system through… read more
Intelligent Network Service (INS)
WHAT IS AN INTELLIGENT NETWORK? The Intelligent Network is the standard network architecture specified in the ITU-T Q.1200 series recommendations.… read more
Integrated Services Digital Network
WHAT IS ISDN? Integrated Services Digital Network is a set of communication standards for simultaneous digital transmission of voice, video,… read more
INSTRUCTOR LED TRAINING
WHAT IS INSTRUCTOR LED TRAINING? Instructor–led training is any kind of training that occurs in a training room, typically in an office, classroom, or conference room. read more
WHAT IS INSTAGRAM? Instagram is an American photo and video sharing social networking service founded in 2010 by Kevin Systrom… read more
Information Technology (IT)
WHAT IS INFORMATION TECHNOLOGY Information technology is building communications networks for a company, safeguarding data and information, creating and administering… read more
Incremental Revenue (Value) Analysis
WHAT IS INCREMENTAL REVENUE? Incremental Revenue refers to the additional revenue generated from an additional quantity of sales. The incremental… read more
Immutable Law
WHAT IS IMMUTABLE LAW? Not mutable; not capable or susceptible of change; unchangeable; unalterable. Immutable Laws are a blend of… read more
IN BOUND SALES
WHAT IS MEANT BY IN BOUND SALES? Inbound sales begin when a lead comes from a potential customer reaching out… read more
Imaging
Imaging technology used by contact centers is the ability to provide a realistic, multimedia like experience of a agent over… read more
Incoming call center management
It's having the right number of skilled people and supporting resources in place at the right times to handle an… read more
INTERACTIVE VIRTUAL ASSISTANTS (IVAs)
Today’s customer experience is constantly evolving. It’s not just about finding your customers where they are; it’s also about anticipating… read more
J
Judgmental Forecasting
WHAT IS JUDGEMENTAL FORECASTING? Judgmental forecasting methods incorporate intuitive judgment, opinions, and subjective probability estimates. Judgmental forecasting is used in… read more
Job Evaluation
WHAT IS A JOB EVALUATION? Job evaluation is the process of comparing a job against other jobs within the organization… read more
Job Description
WHAT IS A JOB DESCRIPTION? A job description is a written narrative that describes the general tasks, or other related… read more
Java Telephony Application Programming Interface (JTAPI)
WHAT IS JTAPI? JTAPI consists of a set of language packages and the core package provides the basic framework for… read more
K
Knowledge Management System
WHAT IS KNOWLEDGE MANAGEMENT SYSTEM? Knowledge management software is a subset of enterprise content management software, which contains a range… read more
Key Performance Objective (KPO)
WHAT IS KEY PERFORMANCE OBJECTIVE? Key performance objectives (KPOs) are often used to refer to outcomes for your team, or… read more
Key Performance Area (KPA)
WHAT IS KEY PERFORMANCE AREA? This acronym stands for Specific, Measurable, Attainable, Realistic, and Time-bound. This is a useful touchstone… read more
L
LTV
WHAT IS LTV? Lifetime Value or LTV is an estimate of the average revenue that a customer will generate throughout their… read more
LTE-BASED VOICE (VoLTE)
WHAT IS LTE-BASED VOICE (VoLTE)? Voice over Long-Term Evolution (VoLTE) is an LTE high-speed wireless communication standard for mobile phones and data terminals, including Internet of things (IoT) devices… read more
Lost Calls
WHAT ARE LOST CALLS? When your customer calls and none of your call specialists answer the call, it is a… read more
Longest Waiting Agent
WHO IS THE LONGEST WAITING AGENT? The longest time a contact has been waiting to speak to a call center… read more
Longest Delay to Abandoning
WHAT IS THE LONGEST DELAY TO ABANDONING? Longest Delay to Abandon is an important metric that is used to supervise… read more
Longest delay in queue (LDQ)
WHAT IS THE LONGEST DELAY IN QUEUE? The longest delay is defined as the highest amount of time a caller has… read more
Longest Delay
WHAT IS THE LONGEST DELAY? Network delay is a design and performance indicator of a telecommunications network. It measures the latency… read more
Longest Available Agent
WHO IS THE LONGEST AVAILABLE AGENT? The longest available agent is the call agent who has lasted the most period… read more
Longest Distance Call
WHAT IS A LONG-DISTANCE CALL? Long Distance Toll Service includes all calls outside the local exchange and local toll service… read more
Long Call
WHAT IS A LONG CALL? In telecommunications, a long-distance call (U.S.) or trunk call (also known as a toll call… read more
Longest Available Agent
WHO IS THE LONGEST AVAILABLE AGENT? The longest available agent is the agent who has lasted the most period without… read more
Local Exchange Carrier (LEC)
WHAT IS A LOCAL EXCHANGE CARRIER? Local exchange carrier is a regulatory term in telecommunications for the local telephone company.… read more
Local Area Network (LAN)
WHAT IS A LAN? A local area network is a computer network that interconnects computers within a limited area such… read more
Load Balancing
WHAT IS LOAD BALANCING? In computing, load balancing refers to the process of distributing a set of tasks over a… read more
Live Monitoring
WHAT IS LIVE MONITORING? The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization. read more
Live Chat
WHAT IS LIVE CHAT? Live Chat is an online customer service software, help desk software, and web analytics capabilities. Live… read more
Lifetime Value (LTV)
WHAT IS LIFETIME VALUE? Lifetime Value an estimate of the average revenue that a customer will generate throughout their tenure… read more
Level Zero Solvable
WHAT IS LEVEL ZERO SOLVABLE? It is a metric, level zero solvable measures the percent of incidents resolved by the… read more
Legacy Systems
WHAT IS A LEGACY SYSTEM? Legacy system is an old or outdated system, technology or software application that continues to… read more
Last mile delivery
A last-mile delivery center (LMSDC) or last-mile support center (LMSC), in the contact center industry, referring to customer service contact… read more
LAN
A local area network (LAN) is a collection of devices connected together in one physical location, such as a building,… read more
LAMA
In the Contact Center industry, a group may need to employ more agents using either the inbound call center marketing… read more
Labour saturation rate
Labor Saturation is the indefinite amount of regular employees to handle any task. When it is reached, in order to… read more
Law of diminishing returns
Business actions in the contact center of the law of diminishing returns refers to a situation where as you increase… read more
M
Murphys law
If anything can go wrong, it will. Worth considering when designing agent groups, routing configurations and disaster recovery plans. read more
Multiprotocol label switching
This is a routing technique in telecommunications networks that directs data from one node to the next based on short… read more
Multimedia
Different methods of communicating information. A regular phone call transporting multimedia information over heterogeneous wide area networks referred to as monomedia,… read more
Multilingual agents
Agents that are skilled in handling calls in more than one language. read more
Multichannel
This term is used to describe the contact center that offers customer service through various communication channels such as text,… read more
Monitoring
Position Monitoring or Service Observing is the process of listening to agents’ telephone calls for the purpose of maintaining quality.… read more
Modem
Converts analog signals to digital ones, as well as vice versa. Contraction of the terms modulator and demodulator. read more
Mobile unified communications
Mobile Unified Communications is used in contact centers. Mobile UC is a contact center technology that impowers businesses to stay… read more
Mission Statement
A broad and general statement that declares a company or organization’s aim and how it will go about achieving it. read more
Middleware
Middleware is a type of computer software that provides services to software applications beyond those available from the operating system.… read more
Metrics
A unit of measurement for any given performance calculation. How performance in a Contact Center is measured. A measure of… read more
Medical phone answering service
A Call Center that provides HIPAA compliant services for medical, dental or health care practices, such as 24-hour live answering… read more
Medical call center
Medical Call Centers support a number of different functions, which can include appointment scheduling; triage; physician answering service and on… read more
Maximum delay to answer
The length of time a customer has waited in queue before being assisted by a Product Specialist. read more
Maximum delay to abandon
The length of time a customer has waited without being connected to a Product Specialist before hanging up, or disconnecting,… read more
Master service agreement
A contract negotiated between parties to specify terms that will govern future transactions. read more
Marketing Agency
An organization that targets, personalizes, engaging Advertising with measurable results. read more
Manufacturers serial number
In the business world, MSN is an individual number or sometimes a code that is assigned to a node. read more
Management information systems
In a call center environment, managers and specialists stay aware of information of performance through server connection, wallboards, real-time displays,… read more
Management by walking around
A walk around manager or supervisor physically walks through the contact center to over please status and quotas. read more
Make busy
Make Busy A Product Specialist status that excludes the specialist from accepting incoming contacts. read more
Magic quardrant
Magic Quadrant Gartner Magic Quadrant research methodology provides a graphical competitive positioning of four types of technology providers in fast-growing… read more
Machine learning
In artificial intelligence, Machine Learning is how a computer system can learn using data with little or no direct human… read more
M-commerce
Today’s Mobile Commerce. Electronic trade conducted over cell phones, tablets or other devices. read more
Mobile computing definition
Push Voice is a service that allows the functionality often associated with PBX-based phone systems to be used on cellular… read more
Morphing of the voice
Voice morphing is the artificial altering of a person's natural voice via software. The objective may be to enhance the… read more
Microsoft cognitive services
Microsoft Cognitive Services are a purpose-built set of artificial intelligence algorithms and application programming interfaces (APIs) that enables developers to… read more
Machine learning bias
Ai bias exhibits itself in a variety of ways. Human developers cognitive biases have an effect on machine learning models… read more
N
NPS
WHAT IS NPS? Net promoter score is a widely used market research metric that typically takes the form of a… read more
NON-ACD CALLS
WHAT ARE NON-ACD CALLS? Non-ACD in calls is those inbound calls that are directed to an agent’s extension, instead of transferring… read more
NFT
WHAT IS A NFT? A non-fungible token is a financial security consisting of digital data stored in a blockchain, a… read more
NETWORKING
WHAT IS NETWORKING? A computer network is a set of computers sharing resources located on or provided by network nodes.… read more
NARROW Ai (Weak Ai)
WHAT IS NARROW Ai (Weak Ai)? Weak artificial intelligence is artificial intelligence that implements a limited part of the mind,… read more
Nuisance call
A nuisance call is an unwanted call which bothers the recipient multiple times. read more
NOT READY STATE
The state of a Product Specialist who is not currently available to take calls. The practice of routing the first… read more
Nonproductive agent time
The time which Product Specialists are being paid but are not on the phones also called off phone time. Includes… read more
Noice canceling headset
Headsets that minimize background noise in an effort to increase the focus of a Product Specialist to better assist customers. read more
Next available agent
A Call Distribution method that sends calls to the next agent who becomes available for a call. This method seeks… read more
Network interflow
A technology used in multi site call center environments to create a more efficient distribution of calls between sites. Through… read more
Network Control center
In a networked Call Center environment, people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and… read more
Net promoter score
Net promoter score is a widely used market research metric that typically takes the form of a single survey question… read more
O
Omnichannel
An extension of the multichannel approach, emphasizing the interaction across all channels for an enhanced shopping and customer care experience… read more
Off peak
The periods of time other than the Call Center’s busiest periods. A period of time when the Call Center is… read more
Offered calls
All attempts’ your callers make to reach the call center. There are three possibilities for offered calls: >They can… read more
Off the shelf
Hardware or software programs that are commercially available and ready for use as packaged. read more
P
PBX/ACD
Private Branch Exchange also referred to as a PBX is a programmable telephone system that businesses use to create extensions for… read more
Processing of voice
The technology frequently used in contact center enables the storing of voice, computer speech, and the computer's response to human… read more
Public Relations Agency
An Agency or company contracted to focus and concentrate their efforts to propagating, establishing and maintaining a positive brand and… read more
Peak traffic
The point when the contact center is receiving calls (traffic) into the telephone system is at its maximum level in… read more
Q
QUEUE
WHAT IS A QUEUE? With two meanings, in general, a queue is a line of people or things waiting to be… read more
QUALITY MONITORING
WHAT IS QUALITY MONITORING? Quality Monitoring applications enable call centers to score, evaluate and report on agent calls as a means… read more
QUALITY ASSURANCE (QA)
WHAT IS QUALITY ASSURANCE (QA)? Quality assurance is the term used in service industries to describe the systematic efforts taken… read more
QUALITY ANALYST
WHAT IS A QUALITY ANALYST? A quality analyst prepares and executes tests on software and other telecom solutions to make sure… read more
Quality center assurance
A quality assurance specialist will monitor inbound and outbound calls and emails responses to assess product status, technical accuracy, customer… read more
Queue visible
An automated announcement tells a caller of an anticipated wait time. This enables the caller to wait, terminate the call,… read more
Quality analyst
Quality Control is a critical responsibility of the Quality Analyst, who is constantly internally reviewing and analyzing all employees output… read more
Quality Assurance
Processes, activities and operations put in place by an enterprise, company, factory or organization to ensure that the requirements for… read more
QA evaluation sheets
Evaluation forms used for quality assurance monitoring and assessment of Brand Specialist interactions with customers. These EV forms provide a… read more
Quantitative forecasting
Future events can be forecasted using proven statistical techniques. Some practices may include explanatory and time series. Current time series… read more
R
Round Robin Distribution
WHAT IS ROUND-ROBIN DISTRIBUTION? A round-robin dispersed table is where the data is evenly distributed among all the distributions without the… read more
Ring Delay
WHAT IS RING DELAY? Ring Delay issues usually are lagging Wi-Fi signal strength and slow internet speeds. A poor Wi-Fi… read more
Reverse Address Resolution
WHAT IS REVERSE ADDRESS RESOLUTION? Reverse Address Resolution Protocol is an outdated computer communication protocol used by a client computer… read more
Revenue Metrics
WHAT ARE REVENUE METRICS? Revenue metrics and KPIs vary from business to business. But overall, five of the most commonly… read more
Revenue Generation
WHAT IS REVENUE GENERATION? For your business to bring in more money, there are only four methods to increase revenue;… read more
Returns Management
WHAT IS RETURNS MANAGEMENT? Returns Management, also identified as reverse logistics, is the process of dealing with products that are returned… read more
Retrial Tables
WHAT ARE RETRIAL TABLES? This meaning usually occurs after the Raw Data has been returned from the Call Center, and… read more
Retention Rate For Employees
WHAT IS THE RETENTION RATE FOR EMPLOYEES? In the calculation of the employee retention rate, you would divide the number of… read more
Rest Day Overtime
WHAT IS REST DAY OVERTIME? Rest Day Overtime does not require overtime pay for work on Saturdays, Sundays, holidays, or… read more
Responsible AI
WHAT IS RESPONSIBLE Ai? Responsible Ai is a governance agenda that documents how specific organizations are addressing the challenges around Artificial… read more
Response Time
WHAT IS RESPONSE TIME? Response Time in technology, response time is the time a system or functional unit takes to… read more
Request for a Proposal
WHAT IS A REQUEST FOR A PROPOSAL? A Request for Proposal is a document that asks for a proposal, often… read more
Reporting analyst
REPORTING ANALYST A reporting analysis has an approach because it pushes information to users. Data output typically takes the form… read more
Remote agents
WHAT ARE REMOTE AGENTS? Remote agents can work from locations other than their office or out-of-date contact center. Often agents… read more
REDIAL BUTTON
WHAT IS A REDIAL BUTTON? A redial button allows the last telephone number called to be called again with just a… read more
RECRUITERS
WHAT ARE RECRUITERS? Recruiters are experts in the finding, screening, and attracting of applicants for open positions. Recruiters own the entire… read more
RECORDED ANNOUNCEMENT ROUTE
WHAT IS A RECORDED ANNOUNCEMENT ROUTE? A recorded announcement route is a message that plays at the same time as… read more
RECORDED ANNOUNCEMENT
WHAT IS A RECORDED ANNOUNCEMENT? A recorded announcement is also known as a recorded voice announcement. It is a recorded voice… read more
REVIEW MONITORING
WHAT IS REVIEW MONITORING? Monitoring, evaluation, and review are not remote actions, they are parts of the same process. Monitoring is… read more
REAL-TIME MANAGEMENT
WHAT IS REAL-TIME MANAGEMENT? Call Center Management real-time, is proactively managing the contacts and queues of the day to ensure service… read more
RETWEET
WHAT IS A RETWEET? A retweet is a way you forward another user’s tweet to your followers. There are two… read more
Re-engineering
WHAT IS RE-ENGINEERING? The goal of reengineering is to lessen the complexity of a legacy system sufficiently so that it can… read more
REAL-TIME ALERTS
WHAT ARE REAL-TIME ALERTS? A type of alert that searches for the activity of call agents continuously in real-time. Real-time… read more
REAL-TIME ADHERENCE
WHAT IS REAL-TIME ADHERENCE? Real-Time Adherence is a call center system of measurement that helps you pinpoint employees that are currently… read more
READERBOARD
WHAT IS A READERBOARD? A reader board is a visual display board that conveys information about a wide variety of subjects,… read more
RARP
WHAT IS RARP? The Reverse Address Resolution Protocol is an obsolete computer communication protocol used by a client computer to… read more
RANDOM CALL ARRIVAL
WHAT RANDOM CALL ARRIVAL? When a call center receives calls notwithstanding any pattern or interval system, it is random call arrival. read more
RATIO of VARIANCE to MEAN
WHAT IS RATIO of VARIANCE to MEAN? The probability theory and in statistics, the index of dispersion, dispersion index, coefficient of dispersion, relative variance, or variance-to-mean ratio… read more
Ratio of Variance to Mean
WHAT IS VARIANCE TO MEAN? The difference between the greatest and lowest points during an hour or half-hour compared to… read more
Rosponse AI features
Powering Today’s Business Accomplishments “Within 3 years more than half of customers will select services based on a business… read more
Ration of variance to mean
The difference between the greatest and lowest points during an hour or half-hour compared to the period's average. A VMR… read more
Real time data
Real-Time Data Certain “real-time” data is, in fact, real time (e.g., calls in queue and current longest wait). Certain real-time… read more
S
SUPPORT SERVICES TRANSCRIPTIONS
WHAT ARE SUPPORT SERVICES TRANSCRIPTIONS? A transcription service is a business service that converts speech (either live or recorded) into a… read more
STRATEGIC VALUE
WHAT IS STRATEGIC VALUE? Strategic Value is the price a purchaser is willing to pay for a business, over and… read more
STATE CHART
WHAT IS A STATE CHART? The State Chart diagram describes the flow of control from one state to another state. States… read more
STAKEHOLDER
WHAT IS A STAKEHOLDER? In a corporation, a stakeholder can be a wide variety of people impacted or invested in… read more
Staggered Time
WHAT IS STAGGERED TIME? Staggered Time is a procedure where employees can vary their start and end times to suit their… read more
SPEED OF ANSWER
WHAT IS THE SPEED OF THE ANSWER? Just take the total waiting time for calls that were answered and divide it… read more
Speech Recognition
WHAT IS SPEECH RECOGNITION? Speech recognition is an interdisciplinary subfield of computer science and computational linguistics that develops methodologies and… read more
SPEECH ANALYTICS
WHAT IS SPEECH ANALYTICS? Speech Analytics is the process of analyzing recorded calls to gather customer information to advance communication… read more
SPAN OF CONTROL
WHAT IS THE SPAN OF CONTROL? The span of control is the term used in business, particularly human resource management.… read more
STANDARD OPERATING PROCEDURES
WHAT ARE STANDARD OPERATING PROCEDURES? A Standard Operating Procedure (SOP) is a set of thorough work instructions that describe each step… read more
SOFT SKILLS
Soft skills, also known as common skills or core skills, are skills applicable to all professions. These are public speaking,… read more
SOCIAL PRESENCE
WHAT IS SOCIAL PRESENCE? Social presence theory explores how the “sense of being with another” is influenced by digital interfaces… read more
SOCIAL MEDIA TRACKING
WHAT IS SOCIAL MEDIA TRACKING? Social media sites like Facebook, Twitter, and LinkedIn place trackers on other websites so they… read more
SOCIAL MEDIA ROI
WHAT IS SOCIAL MEDIA ROI? Social Media ROI is a metric showing the amount of value generated by your time working… read more
SOCIAL MEDIA RISK MANAGEMENT
WHAT IS SOCIAL MEDIA RISK MANAGEMENT? A Social Media Risk Management plan is a series of procedures to ensure an organization… read more
SOCIAL MEDIA RESPONSE GUIDELINES
WHAT ARE SOCIAL MEDIA RESPONSE GUIDELINES? Answering comments, mentions, and questions on social media is the most important aspect of your… read more
SOCIAL MEDIA RECRUITING
WHAT IS SOCIAL MEDIA RECRUITING? Social Media Recruiting is a strategy that combines fundamentals of employer branding and recruitment marketing to… read more
SOCIAL MEDIA MONITORING SOFTWARE
WHAT IS SOCIAL MEDIA MONITORING SOFTWARE? The most widely used application is KeyHole, a social media data reporting platform that… read more
SOCIAL MEDIA MARKETING
WHAT IS SOCIAL MEDIA MARKETING? Social media marketing is the use of social media platforms and websites to promote a… read more
SOCIAL MEDIA MANAGER
WHAT IS A SOCIAL MEDIA MANAGER? Social media managers are responsible for developing strategies to increase followers, creating and managing social… read more
SOCIAL MEDIA LISTENING TOOL
WHAT IS A SOCIAL MEDIA LISTENING TOOL? A Social Media Listening tool monitors and analyzes online conversations about your brand,… read more
Social Media Measurement
WHAT IS SOCIAL MEDIA MEASUREMENT? Social Media Measurement and Social Media Analytics or Social Listening is a way of identifying… read more
SOCIAL MEDIA FOR BUSINESS
WHAT IS SOCIAL MEDIA FOR BUSINESS? Social Media offers an easy and low-commitment way for potential customers to express interest in… read more
SOCIAL MEDIA SPECIALIST
WHAT IS A SOCIAL MEDIA SPECIALIST? Social Media Specialists are responsible for planning, implementing, and monitoring the company’s Social Media strategy… read more
SOCIAL MEDIA ANALYTICS
WHAT IS SOCIAL MEDIA ANALYTICS? Social Media Analytics is the procedure of collecting and analyzing audience data shared on social networks… read more
SOCIAL MEDIA
WHAT IS SOCIAL MEDIA? Social Media are interactive digital channels that enable the creation and sharing of information, ideas, interests,… read more
SNAPCHAT
WHAT IS SNAPCHAT? Snapchat is an American multimedia instant messaging app and service developed by Snap Inc., originally Snapchat Inc.… read more
SMS/800 DATABASE
WHAT IS THE SMS/800 DATABASE? Part of an FCC tariff, the SMS/800 Database is the central repository for toll-free numbers. It… read more
SMOOTH CALL ARRIVAL
WHAT IS SMOOTH CALL ARRIVAL? A Smooth Call Arrival occurs when the number of calls arriving at the contact center… read more
SMALL MEDIUM ENTERPRISE
WHAT IS A SMALL-MEDIUM ENTERPRISE? Small and medium-sized enterprises or small and medium-sized businesses are businesses whose personnel numbers fall… read more
SKYPE
WHAT IS SKYPE? Skype is a telecommunications application operated by Skype Technologies, a division of Microsoft, best known for VoIP-based… read more
SKIP LEVEL MEETING
WHAT IS A SKIP LEVEL MEETING? A skip-level meeting is a meeting where managers meet directly with employees, without that… read more
SKILL-BASED ROUTING
WHAT IS SKILL-BASED ROUTING? Skill-based routing is a call routing strategy where customers are assigned to agents with the most relevant… read more
SKILL SQUATTING (Voice Squatting)
WHAT IS SKILL SQUATTING (Voice Squatting)? Voice squatting is an occurrence vector for voice user interfaces that exploit homonyms (words that… read more
SIX SIGMA
WHAT IS SIX SIGMA? Six Sigma is a statistical and data-driven process that works by reviewing limited mistakes or defects. It… read more
SINGLE POINT OF FAILURE
WHAT IS A SINGLE POINT OF FAILURE? A single point of failure is a part of a system that, if… read more
SILENT MONITORING
WHAT IS SILENT MONITORING? Silent monitoring denotes the practice of call center managers or senior agents listening to the interaction… read more
SHRINKAGE
WHAT IS SHRINKAGE? Business shrinkage is the loss of inventory that can be attributed to factors such as employee theft,… read more
SHORT MESSAGE SERVICE
WHAT IS A SHORT MESSAGE SERVICE? Short Message Service (SMS) is the most basic communications technology for mobile data transfer… read more
SESSION INITIATION PROTOCOL
WHAT IS SESSION INITIATION PROTOCOL? Session Initiation Protocol is a signaling protocol used for initiating, maintaining, and terminating communication sessions… read more
SERVICE QUALITY
WHAT IS SERVICE QUALITY? Managing the quality of products and services is very important to ensure that the business excels in meeting the customer… read more
SERVICE PROVIDER
WHAT IS A SERVICE PROVIDER? A service provider is a company that provides services, such as consulting, communications, storage, and… read more
SERVICE ORGANIZATION CONTROLS (SOC)
WHAT ARE SERVICE ORGANIZATION CONTROLS? System and Organization Controls is the name of a suite of reports produced during an… read more
SERVICE LEVEL AGREEMENT
WHAT IS A SERVICE LEVEL AGREEMENT? A service-level agreement is a commitment between a Service Provider and a Client. Particular… read more
SERVICE LEVEL
WHAT IS THE SERVICE LEVEL? Service level measures the performance of a system. Certain goals are defined and the service… read more
SERVICE BUREAU
WHAT IS A SERVICE BUREAU? A service bureau is a company that provides business services for a fee. The period… read more
SELF SERVICE
WHAT IS SELF-SERVICE? Management self-service is a human resource management platform that allows supervisors to have immediate access to employee information… read more
SEGMENTATION
WHAT IS SEGMENTATION? Segmentation; is the process of dividing a company’s target market into groups of potential customers with similar… read more
SEASONALITY
WHAT IS SEASONALITY? Seasonality is distinctive of a time series in which the data experiences regular and predictable changes that… read more
SEARCH BY VOICE
WHAT IS SEARCH BY VOICE? Voice search, also called voice-enabled, allows the user to use a voice command to search… read more
SCRIPT
WHAT IS A SCRIPT? In computing; a sequence of instructions or commands for a computer to execute especially one that automates… read more
SCREEN REFRESH
WHAT IS SCREEN REFRESH? The refresh rate of your display refers to how many times per second the display can draw a new image, usually… read more
SCREEN POP
WHAT IS SCREEN POP? In call centers that provide integration between a telephone system and an agent’s desktop, a screen… read more
SCREEN MONITORING
WHAT IS SCREEN MONITORING? Screen monitoring software gives you powerful productivity reports so you will know how your team is spending… read more
SCOPE OF WORK
WHAT IS SCOPE OF WORK? The scope of work document is an agreement on the work you’re going to perform on… read more
SCHEDULED CALLBACK
WHAT IS A SCHEDULED CALLBACK? A callback is an outbound call requested by a contact. Call Agents can schedule a callback during a voice interaction at… read more
SCHEDULING COMPLIANCE
WHAT IS SCHEDULING COMPLIANCE? Scheduling compliance is a metric used for determining productivity and the effectiveness of scheduled processes. Schedule compliance… read more
SCHEDULE ADHERENCE
WHAT IS SCHEDULE ADHERENCE? Schedule adherence is a metric that tells how effectively a call center agent follows their schedule.… read more
SCATTER DIAGRAM
WHAT IS A SCATTER DIAGRAM? Scatter diagrams are used to show the relationship between two kinds of data. It could be… read more
SCADA
WHAT IS SCADA? Supervisory Control and Data Acquisition (SCADA) is a control system architecture comprising computers, networked data communications, and… read more
SATELITE CALL CENTER
WHAT IS A SATELLITE CALL CENTER? A satellite call center is a small office from the main location of the… read more
SaaS
WHAT IS SaaS? Software as a service is a software licensing and delivery model in which software is licensed on… read more
System for recognizing speech
A telephone system that uses voice recognition to trigger equipment automatically dials numbers, routes calls, makes choices, or collects information… read more
Signature of the voice
A voice signature is a sort of electronic signature that replaces a handwritten signature with an individual's recorded spoken assent. read more
SEO for voice
Voice SEO is optimizing keywords and keyword phrases for voice assistant searches; voice searches have also begun to impact the… read more
Screen pop
A screen pop is the ability for a screen shot to arrive on an agent desktop at the same time… read more
Scheduled callback
Between a Product Specialist and a caller, a scheduled callback is an established date and time for a redial. read more
Solidity
Solidity is a object-oriented programming language used for developing smart contracts on Ethereum and other blockchain platforms, such as Monax… read more
SCADA
SCADA is an acronym for supervisory control and data acquisition is a controlled system architecture comprising computers, networked data and… read more
STUDENT REGISTRATION CLERK
Currently in Beta Testing. read more
SALES AGENT
A sales agent is a “professional” that your company employs to sell products or services and also act as a… read more
T
TWITTER FOLLOWER/ FOLLOWING
WHAT IS A TWITTER FOLLOWER/ FOLLOWING? Following someone on Twitter means: You are subscribing to their Tweets as a follower. Their… read more
TWITTER DIRECT MESSAGE (DM, @Reply)
WHAT IS TWITTER DIRECT MESSAGE (DM, @Reply)? Use an @reply in the format @name message to reply publicly to a… read more
TWITTER COMPLAINT
WHAT IS A TWITTER COMPLAINT? You can normally find their Twitter ID by googling company names and Twitter. The more… read more
TURNOVER
WHAT IS TURNOVER? What Is Turnover? Turnover is an accounting concept that calculates how quickly a business conducts its operations. Most… read more
TURING TEST
WHAT IS A TURING TEST? The Turing Test is a method of inquiry in artificial intelligence (Ai) for determining whether… read more
WHAT IS TWITTER? Twitter, Inc. is an American Communications company based in San Francisco, California. The company operates the microblogging… read more
TURING TEST
WHAT IS THE TURING TEST? The Turing Test is a method of inquiry in artificial intelligence (Ai) for determining whether or… read more
TUMBLR
WHAT IS TUMBLR? Tumblr is an American microblogging and social networking website founded by David Karp in 2007 and currently… read more
TTS
WHAT IS TTS? Text-to-Speech is a form of speech synthesis used to create a spoken version of the text in… read more
TSAPI
WHAT IS TSAPI? Telephony Server Application Programming Interface was a computer telephony integration standard developed and promoted by Novell and… read more
TRUNK HOLD TIME
WHAT IS TRUNK HOLD TIME? The total time or length that a trunk is occupied by a particular call, from… read more
TRUNK GROUP
WHAT IS A TRUNK GROUP? The official definition of a trunk group is “A group of trunks serving the same… read more
TRUE CALLS PER HOUR
WHAT ARE TRUE CALLS PER HOUR? The True Calls Per Hour metric is used to measure performance outputs for contact center… read more
Training Delivery
WHAT IS TRAINING DELIVERY? Depending on the type of telecom training, you may choose one delivery method over another, the… read more
Trend Rate
The trend rate of economic growth is the average sustainable rate of economic growth over a period of time. For example,… read more
Training Delivery
WHAT IS TRAINING DELIVERY? Training delivery methods consist of the techniques and materials used by trainers to structure learning experiences. read more
Traffic Study
WHAT IS A TRAFFIC STUDY? Telecom traffic is defined in terms of the intensity of traffic and traffic volume. In… read more
Traffic Engineering
WHAT IS TRAFFIC ENGINEERING? Tele-traffic deals with the application of mathematical modeling of the traffic demand, network capacity, and realized… read more
Traffic control center
WHAT IS A TRAFFIC CONTROL CENTER? Four Main Components of the Traffic Control System, the components described in the reading… read more
Total delay
WHAT IS TOTAL DELAY? Network delay is a design and performance characteristic of a telecom network. It specifies the latency for a bit of… read more
Total handle time
WHAT IS TOTAL HANDLE TIME? The aggregate time the selected agent, agent group, or contact center spent talking to callers,… read more
Total delay
WHAT IS TOTAL DELAY? Network delay is a design and performance characteristic of a telecommunications network. It specifies the latency… read more
Top Level Organization (TLO)
WHAT IS A TOP LEVEL ORGANIZATION (TLO)? The board of directors, president, vice-president, and CEO are all examples of top-level… read more
Toll free
WHAT IS TOLL-FREE? A toll-free telephone number is a telephone number that is billed for all arriving calls instead of… read more
Tie-line
WHAT IS A TIE-LINE? A telephone line that directly connects two or more private branch exchanges. read more
TOP LEVEL ORGANIZATION
WHAT IS A TOP-LEVEL ORGANIZATION (TLO) The board of directors, president, vice-president, and CEO are all examples of top-level managers. These… read more
Tokenization
WHAT IS TOKENIZATION? When applied to data security, Tokenization is the process of substituting a sensitive data element with a… read more
Time speech recognition
WHAT IS TIME SPEECH RECOGNITION? Speech recognition, known as automatic speech recognition (ASR), computer speech recognition, or speech-to-text, is a… read more
Technical support
WHAT IS TECHNICAL SUPPORT? Tech Support manages, maintains, and repairs IT systems. Their responsibilities include diagnosing and repairing faults, resolving… read more
Time series approach
WHAT IS TIME SERIES APPROACH? A time series is a series of data points indexed in time order. Most commonly,… read more
Ticketing system
WHAT IS A TICKETING SYSTEM? A ticketing system is a management tool that processes and catalogs customer service requests. Tickets,… read more
Threshold
WHAT IS A THRESHOLD? A level or point, even the value above which something is true or will take place… read more
Third Party Logistics
WHAT IS THIRD PARTY LOGISTICS? Third party logistics in logistics and supply chain management is an organization’s use of third-party… read more
Telephony Services Application Programming Interface (TSAPI)
WHAT IS TELEPHONY SERVICES APPLICATION PROGRAMMING INTERFACE (TSAPI)? Telephony Server Application programming interface (TSAPI) is a computer telephony integration standard… read more
Telephony
WHAT IS TELEPHONY? Internet Protocol Telephony is a term for technologies, products and services that use the Internet Protocol’s packet-switched… read more
Telephone service representative TSR
Telephone Service Representative (TSR) Serve customers via telephone call-center to provide product installation and service information. They serve customers via… read more
Telephone service factor
WHAT IS TELEPHONE SERVICE FACTOR? Telephone service factor measures how many calls are answered in a given amount of time… read more
Telemarketing
WHAT IS TELEMARKETING? Telemarketing is direct marketing in which a salesperson solicits prospective customers to buy products or services, either… read more
Teleconferencing
WHAT IS TELECONFERENCING? Teleconferencing or teleseminar is the live exchange of information among several people and machines remote from one… read more
Telecommuting
WHAT IS TELECOMMUTING? Telecommuting is an employment arrangement in which the employee works outside of the employer’s office. The benefits… read more
TCP/IP
WHAT IS TCP/ IP? Transmission Control Protocol/Internet Protocol (TCP/IP), is the set of communications protocols used in the Internet and… read more
TAPI
WHAT IS TAPI? Telephony Application Program Interface is a standard program interface that lets you and your computer “talk” over… read more
Talk time mean
WHAT DOES TALK TIME MEAN? Talk time is the longest time that a single battery charge will last when you… read more
Transfer protocol
The File Transfer Protocol is a standard communication protocol used for the transfer of computer files from a server to… read more
Trunk busy
All Trunks Busy read more
U
Unavailable work state
WHAT IS AN UNAVAILABLE WORK STATE? A call center agent that is not available to get to inbound/outbound calls. Unavailable… read more
UCD
WHAT IS UCD? Uniform Call Distribution is a line of service available for use with Standard Dial Tone to distribute incoming… read more
Uniform call distributor
WHAT IS A UNIFORM CALL DISTRIBUTOR? A Universal Call Distributor is a telephony device that puts telephone agents in a… read more
Utilization mean
WHAT DOES UTILIZATION MEAN? In the simple terms, utilization rate tells you how much time your employees spend doing things… read more
Unified commerce
WHAT IS UNIFIED COMMERCE? A unified sales process is a set of actionable and repeatable steps that members of a… read more
Username
WHAT IS A USERNAME? A username is an identification used by a person with access to a computer, network, or… read more
Universal Agent
WHAT IS A UNIVERSAL AGENT? Universal Agents, or Super Agents, allow call centers to route all calls through a single… read more
Upselling
WHAT IS UP-SELLING? Your best attempt at convincing a customer to purchase something additional or more costly : the act… read more
Unified Desktop
WHAT IS A UNIFIED DESKTOP? A single desktop/PC that takes into account all processes, systems, channels, and knowledge bases, thus… read more
Unavailable Time
WHAT IS UNAVAILABLE TIME? Unavailable Time means the total minutes starting when a trouble ticket is opened until the problem… read more
Uniform Call Distributor (UCD)
WHAT IS A UNIFORM CALL DISTRIBUTOR? A Universal/Uniform Call Distributor is a telephony device that puts telephone agents in a… read more
UC
WHAT IS UC? Unified communications (UC) is a term for the integration of multiple enterprise communication tools – such as… read more
UTILITIES VIRTUAL AGENT
Utilities Virtual Agent is currently in BETA TESTING. read more
V
VUI
WHAT IS A VUI? Voice user interface (VUI) is speech recognition technology that allows people to interact with a computer,… read more
VRU
WHAT ISA VRU? A Voice Response Unit (VRU), more commonly known as an IVR system, is a technology often found in… read more
Voice twin
WHAT IS A VOICE TWIN? Voice Twin is the creation of an artificial simulation of a person’s human voice. Today’s Ai… read more
Variance to Mean (VMR)
WHAT IS VARhat is Variance to Mean The difference between the greatest and lowest points during an hour or half-hour… read more
Voice user interface (VUI)
Voice User Interface (VUI) A Voice User Interface makes spoken human interaction with computers possible, using speech recognition to understand… read more
Voice Squatting (Skill Squatting)
WHAT IS VOICE SQUATTING (Skill Squatting)? Voice skill squatting is how an attacker leverages systematic errors to route a user… read more
Voice Signature
WHAT IS VOICE SIGNATURE? A voice signature is a type of electronic signature that uses a person’s recorded verbal agreement… read more
Voice SEO
WHAT IS VOICE SEO? Voice search allows users to speak into a device as opposed to typing keywords into a… read more
Voice search
WHAT IS VOICE SEARCH? Voice search, also called voice-enabled, allows the user to use a voice command to search the… read more
Voice over LTE
WHAT IS VOICE over LTE? Voice over LTE is the foundation for mobile voice and communication services for packet switched… read more
Voice of the Customer (VOC)
WHAT IS VOICE of the CUSTOMER? It’s listening to your customers. Voice of customer is the process of gathering and… read more
Voice morphing
WHAT IS VOICE MORPHING? Its a term that refers to a device which can change the tone or pitch of… read more
Voice Command
WHAT IS VOICE COMMAND? Voice Ai is a conversational AI tool that uses voice commands to receive and interpret directives.… read more
Voice Cloning
WHAT IS VOICE CLONING? Voice cloning is the process where a computer is used to generate the speech of a… read more
Voice AI
Voice AI is a conversational AI tool that uses voice commands to receive and interpret directives. Learn more here: read more
Voice activation detection VAD
Voice activity detection is speech activity detection or speech detection, is the detection of the presence or absence of human… read more
VOIP phishing
WHAT IS VOIP PHISHING? Voice or VoIP Phishing is an electronic fraud tactic in which individuals are tricked over the… read more
Virtualization
WHAT IS VIRTUALIZATION? The practice of combining many distinct processes or systems into a single service offering. read more
Viral
What is Viral? This term refers to when a movie or advertising is widely distributed on the internet and spreads… read more
Video Conferencing
WHAT IS VIDEO CONFERENCING? A visual exchange between two or more individuals, two-way video and audio communications systems that enable… read more
Verbatim Reactions
WHAT IS VERBATIM REACTIONS? Verbatim feedback is sometimes referred to as open feedback since it includes capturing client remarks rather… read more
VoIP
VoIP is a method of transmitting audio and video over an internet connection. VoIP or IP telephony is a technology that… read more
Voice recognition unit
It is an interactive technology that enables human-computer interaction through speech or dual-tone multifrequency communication. Additionally known as an interactive… read more
Voice squatting
Voice squatting is a kind of assault against voice user interfaces (VUIs) that uses homonyms words that sound the same… read more
Voice user interface
The voice user interface (VUI) is a speech recognition technology that enables individuals to communicate with a computer, smartphone, or… read more
Voice search
Voice search is a voice recognition that enables users to do searches by speaking words aloud rather than entering them… read more
Voice to text
The term "voice-to-text" refers to a sort of speech recognition software that translates spoken words to written language. read more
Virtualization
The practice of combining many distinct processes or systems into a single service offering. read more
Virtual Agents
An online animated character converses with clients using artificial intelligence to aid them with customer service and other inquiries. Additionally… read more
Viral
This term refers to when products or advertising is widely distributed on the internet and spreads rapidly. Typically expressed as… read more
Video Conferencing
A visual exchange between two or more individuals. Two-way video and audio communications systems enable communication between two or more… read more
Verbatim reactions
Verbatim feedback is sometimes referred to as open feedback since it captures client remarks rather than ratings. read more
Virtual AI assistant
A virtual assistant is a remote assistant who offers administrative support to clients from a location other than the client's… read more
Voice AI chatbot
What is a Voice Ai ChatBot ? read more
W
WS-secure conversation
WHAT IS WS-SECURE CONVERSATION? Web Services Security describes enhancements to Simple Object Access Protocol messaging to provide quality protection through message… read more
Wrap up code
WHAT IS A WRAP-UP CODE? Wrap-up codes, call codes, or disposition codes. Wrap-up codes are basically intended to record the… read more
Wrap time
WHAT IS WRAP TIME? Wrap time is the time used by the agent following the end of a call to complete… read more
Workload
WHAT IS WORKLOAD? The Workload is defined as the number of tasks and obligations that you have to perform or… read more
Workforce planner
WHAT IS A WORKFORCE PLANNER? A Workforce Planning Professional monitors an organization’s business strategy to make sure it employs enough workers… read more
Workforce management software
WHAT IS WORKFORCE MANAGEMENT SOFTWARE? Workforce Management Software is a suite of tools that helps ensure employees are in the right… read more
Workforce management
WHAT IS WORKFORCE MANAGEMENT? Workforce Management applications help companies manage and schedule technicians and improve their productivity. read more
Wideband audio hd voice
WHAT IS WIDEBAND AUDIO (HD Voice)? Wideband Audio, also known as Wideband Voice or HD Voice, is a high definition… read more
Wide area network
WHAT IS A WIDE AREA NETWORK? A Wide Area Network is a telecom network that extends over a large geographic… read more
WFO
WHAT IS WFO? Workforce Optimization (WFO) is a business strategy that integrates contact center technologies for customer experience to promote operational… read more
WFM
WHAT IS WFM? Telecom Workforce Management applications help companies manage and schedule technicians and improve their productivity. read more
Webinar
WHAT IS A WEBINAR? Web conferencing is used as an umbrella term for various types of online conferencing and collaborative… read more
WAN
WHAT IS A WAN? A Wide Area Network is a telecom network that extends over a large geographic area. Wide… read more
WEB CHAT
WHAT IS WEB CHAT? A web chat is a system that allows users to communicate in real-time using easily accessible… read more
Web Services Secure Conversation Language
WHAT IS WEB SERVICES SECURE CONVERSATION LANGUAGE? Web Services Secure Conversation is a specification, created by IBM and others, that… read more
Web Self-Service
WHAT IS A WEB BASED SELF-SERVICE? Web self-service is a type of electronic support that allows customers and employees to… read more
WEB FORMS
WHAT IS Web Forms Web Forms are pages that your users request using their browser. These pages can be written… read more
Web Click-To-Talk (CTT)
WHAT IS WEB CLICK-To-TALK (CTT) Web click-to-talk (CTT) is a patented technology that allows you to get in touch with live… read more
Weak Ai (Narrow Ai)
WHAT IS Weak Ai (Narrow Ai) Weak Artificial intelligence (Ai)—also called Narrow Ai—is a classification of Artificial intelligence that is… read more
WARM CALL TRANSFER
WHAT IS A WARM CALL TRANSFER? A warm call transfer means the agent will speak with the appropriate party before… read more
Wallboards
WHAT ARE CALL CENTER WALLBOARDS? Displayed across one or multiple screens on call center walls, supervisor or agent screens, call… read more
Y
YELLOW PAGES
WHAT IS YELLOW PAGES? Yellowpages.com is a United States-based website operated by Thryv that provides listings for local businesses. In… read more
YELP
WHAT IS YELP? Yelp Inc. is an American company that develops the Yelp.com website and the Yelp mobile app, which… read more
Yellow pages
The yellow pages is the original source to find telephone directories of businesses, organized by category rather than alphabetically by… read more
Z
Zip Tone
In telephony, a zip tone is a call progress tone which indicates a new incoming call is either connecting or… read more
Zero tolerance policy ZTP
Zero Tolerance Policy also referred to as (ZTP) Zero Tolerance Policy additionally called ZTP is the strictest of enforced policies.… read more