Glossary

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Forecasting the number of full-time equivalents (FTEs) needed based on call volume and agent metrics.

The level of employee motivation and commitment to their work and the organization.

Quantitative measures used to evaluate staff effectiveness and productivity.

The percentage of calls or chats that are transferred to another agent or department.

A spoken instruction given to a device or AI system to perform a task.

A single cloud-based platform integrating various communication tools accessible from any device, anywhere.

The feedback and expectations from internal employees or departments within an organization.

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

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

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

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