Glossary

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  • 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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Multimedia

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

  • September 22, 2025
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Multitenant

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

  • September 22, 2025
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LTV (Lifetime Value)

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

  • September 22, 2025
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Multitasking

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

  • September 22, 2025
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Machine Learning (ML)

A type of AI where systems learn from data and improve without being explicitly programmed.

  • September 22, 2025
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Man Power Outsourcing

Service where companies outsource the recruitment, training, and management of their workforce to a third party. It helps businesses stay focused on core operations while ensuring efficient, flexible, and cost-effective