Glossary

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  • September 22, 2025
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Handled Call

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

  • September 22, 2025
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Hardware

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

  • September 22, 2025
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Historical Data

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

  • September 22, 2025
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Direct Inward Dialing (DID)

A telecom service that sends specific identifying numbers to a business so they know which number the customer dialed.

  • September 22, 2025
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Expected Wait Time (EWT)

An estimate of how long a customer will wait in a queue before being served by an agent.

  • September 22, 2025
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Directed Dialog

A basic voice response system that gives callers limited choices to guide the conversation.

  • September 22, 2025
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Experience Analytics

Analyzing customer interactions across various channels to understand and improve how people experience a brand.

  • September 22, 2025
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DSAT (Dissatisfaction Score)

A metric used to measure customer dissatisfaction after an interaction, typically gathered through post-service surveys. Helps identify areas needing service improvement.

  • September 22, 2025
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Feedback Management

Collecting, analyzing, and acting on customer feedback to improve products, services, and overall satisfaction.

  • September 22, 2025
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Dual Recording

A method that records both agent and customer audio on separate channels, allowing for clearer playback, detailed analysis, and improved quality monitoring in contact centers.