Glossary

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A form with predefined criteria used to assess the quality of agent interactions and identify improvement areas.

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.

AI-enabled support that predicts customer needs and offers proactive solutions.

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.

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