Glossary

Home / Archive by category: Glossary ( Page 2)
  • September 22, 2025
  • admin

Voice Response Unit (VRU)

An automated phone system (similar to IVR) that responds to caller input via keypad or voice recognition.

  • September 22, 2025
  • admin

Wrap-Up Time

The time spent by agents completing post-call documentation or tasks related to the customer interaction.

  • September 22, 2025
  • admin

Voice to text

A technology that converts spoken language into written text in real time. Commonly used in contact centers, it helps transcribe customer calls for analysis, documentation, or automation purposes.

  • September 22, 2025
  • admin

X Complaint

A post on X expressing dissatisfaction with a product or service.

  • September 22, 2025
  • admin

Wallboards

Visual displays that show real-time team or contact center performance to boost awareness and accountability.

  • September 22, 2025
  • admin

Webchat (Chat)

A real-time text communication tool accessible via web browsers.

  • September 22, 2025
  • admin

Web Click-to-Talk (CTT)

Allows customers to initiate voice calls from a website via VoIP technology. Also known as click-to-call.

  • September 22, 2025
  • admin

WFM (Workforce Management)

The planning, forecasting, scheduling, and monitoring of employee activities in a contact center to meet service goals efficiently.

  • September 22, 2025
  • admin

WFM Software / System / Tools

Technology solutions that support scheduling, forecasting, performance tracking, and real-time adjustments for workforce optimization.

  • September 22, 2025
  • admin

Workflow

A series of steps required to complete a task, often visualized with a flowchart.