Glossary

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  • September 22, 2025
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X Message (DM, @Reply)

A private message (Direct Message) or public response using @Reply on the X platform.

  • September 22, 2025
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Yelp

A location-based review site where users search for services, leave reviews, and businesses can share offers and links.

  • September 22, 2025
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Zip Tone

A brief audible tone that signals a call is being connected to an agent—commonly used in predictive dialers to alert agents that a live customer is on the line.

  • September 22, 2025
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Workforce Schedule

A calendar or plan detailing when and how many agents are working at specific times.

  • September 22, 2025
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Voice of the Customer (VoC)

The collection and analysis of customer feedback across touchpoints to improve products, services, and experience.

  • September 22, 2025
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Workload

The volume of work assigned to an agent or team, including live interactions and follow-up tasks.

  • September 22, 2025
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Voice Print

A digital representation of a person’s unique vocal traits used for biometric authentication.

  • September 22, 2025
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Wrap-Up Code

A code selected by the agent at the end of an interaction to categorize the nature of the call.

  • September 22, 2025
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Voice Response Unit (VRU)

An automated phone system (similar to IVR) that responds to caller input via keypad or voice recognition.

  • September 22, 2025
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Wrap-Up Time

The time spent by agents completing post-call documentation or tasks related to the customer interaction.