Glossary

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  • September 22, 2025
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Workforce Metrics

Quantitative measures used to evaluate staff effectiveness and productivity.

  • September 22, 2025
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Workforce Optimization (WFO)

Integrating tools and strategies to improve employee performance, reduce costs, and enhance customer satisfaction.

  • September 22, 2025
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Workforce Schedule

A calendar or plan detailing when and how many agents are working at specific times.

  • September 22, 2025
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Voice of the Customer (VoC)

The collection and analysis of customer feedback across touchpoints to improve products, services, and experience.

  • September 22, 2025
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Workload

The volume of work assigned to an agent or team, including live interactions and follow-up tasks.

  • September 22, 2025
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Voice Print

A digital representation of a person’s unique vocal traits used for biometric authentication.

  • September 22, 2025
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Wrap-Up Code

A code selected by the agent at the end of an interaction to categorize the nature of the call.

  • September 22, 2025
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Voice Response Unit (VRU)

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

  • September 22, 2025
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Wrap-Up Time

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

  • September 22, 2025
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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.