Glossary

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  • 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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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.

  • September 22, 2025
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Videoconferencing

A communication method using video and audio links between people in different locations.

  • September 22, 2025
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Viral

Describes media content—like videos or ads—that spread rapidly across the internet.

  • September 22, 2025
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Virtual Contact Center

Similar to a virtual call center, but supports multiple digital and voice channels, not just phones.