Glossary

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  • September 22, 2025
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Queue Time

The amount of time a customer spends waiting in queue before being assisted by an agent.

  • September 22, 2025
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Real-Time Adherence (RTA)

A workforce management metric that tracks if agents are following their schedules in real time.

  • September 22, 2025
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Real-Time Customer Insights

Instant data on customer behavior and preferences used to personalize and improve interactions.

  • September 22, 2025
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Real-Time Customer Engagement

Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.

  • September 22, 2025
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Real-Time Management (RTM)

Managing staff, queues, and service levels as events occur during the day to maintain performance targets.

  • September 22, 2025
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Real-Time Personalization

Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.

  • September 22, 2025
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Recruitment

Process of attracting, screening, and selecting qualified candidates to fill job vacancies within an organization. It involves identifying staffing needs, sourcing applicants, conducting interviews, and hiring the right talent.

  • September 22, 2025
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Remote Agents

Agents who work from home or outside the traditional contact center environment.

  • September 22, 2025
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Response Time

The amount of time it takes to respond to a customer contact such as a call, email, or message.

  • September 22, 2025
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Prompt

A voice or text message that guides users to take a specific action in an IVR system.