Glossary

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  • 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.

  • September 22, 2025
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Not Ready State

An agent status indicating they are not currently available to take calls.

  • September 22, 2025
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Number Portability

The ability for customers to keep their existing phone number when switching to a new service provider.

  • September 22, 2025
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Occupancy

The percentage of time agents spend handling interactions versus being idle. Calculated as workload hours ÷ staff hours.

  • September 22, 2025
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Offshoring

Outsourcing work to a company in a distant country, often with a significant time zone difference.

  • September 22, 2025
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Off The Shelf

Ready-made software or solutions that can be immediately implemented without customization.

  • September 22, 2025
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Onboarding

The process of integrating new employees, clients, or customers into a company through orientation and training.

  • September 22, 2025
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Online Review Management

Monitoring and responding to customer reviews to maintain and improve a brand’s reputation.

  • 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