Glossary

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  • 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.).

  • September 22, 2025
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Noise Canceling Headset

A headset designed to block background noise, helping agents concentrate during customer interactions.

  • September 22, 2025
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Omnichannel Customer Journey

The full set of customer interactions across all digital and voice channels, forming a connected experience throughout the entire lifecycle.

  • September 22, 2025
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Non-ACD In Calls

Direct inbound calls to an agent’s personal extension, bypassing the automatic call distributor (ACD).

  • September 22, 2025
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Omnichannel Customer Service

Personalized support based on real-time context from interactions across multiple channels chosen by the customer.

  • September 22, 2025
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Non-Productive Agent Time

Time when agents are paid but not handling contacts, such as during training, meetings, or breaks.

  • September 22, 2025
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Omnichannel Routing

Technology that intelligently routes interactions—voice and digital—across all channels using tools like ACD, IVR, and AI chatbots.