Glossary

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Documents or procedures that guide how quality will be maintained and monitored—often including sampling methods and evaluation schedules.

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

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

A dialer that displays customer info to the agent before initiating the call, giving time to prepare.

A telecommunications standard that provides multiple voice or data channels over ISDN.

A secure network infrastructure dedicated to a specific organization.

Integrated communication experience across multiple channels such as phone, email, live chat, and social media.

The likelihood that a call will wait in queue instead of being immediately answered.

A sudden spike in call volume beyond typical variations, requiring fast operational adjustments.

Designing and controlling workflows to meet operational goals effectively.

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