Glossary

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  • September 22, 2025
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Performance Management

A structured process of monitoring and improving employee performance to meet business objectives.

  • September 22, 2025
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Phone Call Tracker

A system that records and monitors phone interactions between agents and customers.

  • September 22, 2025
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Operating Time

The hours during which a contact center or system is actively providing service.

  • September 22, 2025
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Operation Management

The planning, organizing, and overseeing of business processes to ensure efficient production and service delivery. In contact centers, it involves managing teams, workflows, and resources to meet performance targets and

  • September 22, 2025
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Outbound

Contacts initiated by the company to customers or prospects—via call, email, or chat.

  • September 22, 2025
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Overflow

When excess calls are rerouted to another group or location to balance workloads and reduce wait times.

  • September 22, 2025
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Network Inter-Flow

A call routing method that allows multiple call center sites to share incoming calls and balance workloads across locations.

  • September 22, 2025
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Omnichannel Automation

Using AI, workflow engines, and integrations to deliver seamless, automated customer experiences across all channels (voice, chat, email, SMS, social media, etc.).