Glossary

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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.

An automated menu that greets callers, helps them choose options, and routes them to the right department or action.

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.

A service team focused on receiving and managing incoming calls from customers who need help or information.

A metric showing how often a customer’s issue is fully resolved during their first phone call, without needing a follow-up.

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