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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Unified CX Across Channels

Providing a seamless, consistent customer experience across all touchpoints such as phone, email, chat, and social media.

  • September 22, 2025
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Uniform Call Distributor (UCD)

A call distribution system that allocates calls evenly to available agents based on pre-set logic (not traffic-aware).

  • September 22, 2025
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Unavailable Time

Periods when an agent is logged in but not handling calls, including breaks and administrative work.

  • September 22, 2025
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Uptime

The amount of time a system or service is operational and available without interruption. It’s a key indicator of reliability in IT and contact center infrastructure.

  • September 22, 2025
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Username

A unique identifier used by a person to access computer systems or online accounts.

  • September 22, 2025
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Utterance

A single piece of speech or text sent to a conversational AI system, such as a command or question.

  • September 22, 2025
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Value Realization Services

Consulting and support services that help organizations identify, measure, and capture value from their technology and business investments.