Abandoned Call/Contact
ACD (Automatic Call Distributor)
ACS (Automatic Call Sequencer)
Activity Codes
Adherence
Advanced 800 Services
After Call Work (ACW)
Agent Group, Split Or Gate
Agent Occupancy
Agent Status
Agent
AHT (Average Handle Time)
All Trunks Busy (ATB)
ANI (Automatic Number Identification)
Area Code
ATA
Automated Attendant
Automated Greetings
Automatic Call Back
Auxiliary Work State
Available Time
Average Delay Of Delayed Callers
Average Delay To Abandon
Average Handle Time
Base Staff
Beep Tone
Benchmarking
Blocked Call
Blocking
Business to Business
Busy Hour
Call Center
Call/Contact Blending
Callback Messaging
Caller ID
Central Office
Completed Call/Contact
Conditional Routing
Contact Management
CRM
Cross-Selling
CTI (Computer Telephony Integration)
Customer Service Representative
Data Directed Call Routing
Data Mart
Data Mining
Data Warehouse
Database
Day Of Week Routing
Delay Announcements
Delay Or Queue Time
Desktop Application
DNIS (Dialed Number Identification Service)
Double Jack
DTMF (Dual-Tone Multi Frequency)
E-Mail (Electronic Mail)
Economies Of Scale
Erlang Models
Erlang
Fax / Fax On Demand
FTE (Full-Time Equivalent)
Gate
Grade Of Service
Handle Time
Handled Call
Help Desk
Hit Rate
Home Agent
Integrated Voice Response (IVR)
Interflow
Intraflow/Overflow
Invisible Queue
IVR (Interactive Voice Response)
Key Performance Indicator (KPI)
Key Telephone System
KSA
LDQ (Longest Delay In Queue)
Load Balancing
Look Ahead Routing/Queuing
Make Busy
MBWA (Management By Walking Around)
Monitoring
Next Available Agent
Non-Contact
Nuisance Call
Occupancy
Off-Peak
Offered Call
Outsourcing
Overflow
Pacing Algorithm
PBX
Peak Traffic
Percent Allocation
Predictive Dialer
Predictive Hang-Up
Preview Dialer
Progressive Dialer
PSN (Public Switched Network)
Queue
Random Call Arrivals
Real-Time Adherence
Recorded Announcement
ReDial
Remote Agent
Response Time
Ring Delay (Delay Before Answer)
Schedule Exception
Schedule
Scheduled Callback
Screen Monitoring
Screen Pop
Script
Service Level
Service Quality
Silent Monitoring
Skill Based Routing
Speech Recognition
Split
Supervisor
Talk Time
Telecommuting
Teleconferencing
Toll Free
Touch Tone
Traffic Engineering
Traffic Study
Trunk Group
Trunk Hold Time
Trunk
TSF (Telephone Service Factor)
UCD (Uniform Call Distributor)
Unavailable Time
Universal Agent
Virtual Call Center
Voice Identification
Voice Processing
Voice Recognition System
(VRU) Voice Response Unit
Workforce Management System
Workforce Management
Workload
Wrap-Up Time
Zip Tone
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