Call Center Glossary of Terms2018-08-23T14:22:50+00:00

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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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