Glossary

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Voice-controlled technology used on mobile devices.

The process of reviewing agent interactions for quality and consistency.

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

Technology that allows systems to recognize and respond to spoken words from callers.

Predicting trends or events over a long period (6 months to 5 years).

An automated phone system that interacts with customers using voice or keypad inputs, often used to route calls or allow self-service.

The agent who has been idle the longest and is next in line to receive an incoming call.

Updating staffing plans during the day based on real-time call volume, handle time, and service level changes.

A call routing method that checks agent or trunk availability before directing the call.

Adjusting agent schedules during the day to deal with unexpected changes in call volume or agent availability.

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