Glossary

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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.

The process of reviewing agent interactions for quality and consistency.

A data-routing technique that speeds up and improves network traffic flow.

Customer service offered in multiple languages to meet diverse customer needs.

Combining different content formats like text, video, and audio for communication.

A software structure that allows multiple clients (tenants) to securely share the same system.

The total revenue or profit a company expects to earn from a customer over the entire relationship.

An agent’s ability to manage several tasks or conversations at once.

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