Glossary

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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.

An XML-based format for defining grammars used in speech recognition systems, specifying what words or phrases to recognize.

The quality of service and attentiveness received by guests from staff in places like hotels and restaurants.

A phone call that has been completely managed by an agent, from answering the call to resolving the customer’s issue.

The physical devices and equipment—like servers, computers, and phones—used in a contact center.

Information recorded from past events, often used to analyze trends and improve future performance.

Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.

The time when a contact center agent is logged in and ready to work but not currently handling a customer interaction.

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