Glossary

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

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

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

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

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

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

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

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

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

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

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