Glossary

Home / Archive by category: Glossary ( Page 31)
  • September 22, 2025
  • admin

Call Detail Report (CDR)

A detailed report that provides information on every call handled by the system, including duration, time, and agent involved.

  • September 22, 2025
  • admin

AI Customer Service Tools

Applications that use AI to automate, streamline, and improve customer service processes.

  • September 22, 2025
  • admin

Agent Status

The current activity state of a contact center agent (e.g., available, on break, in a call).

  • September 22, 2025
  • admin

Agent Total Registered Time

The total amount of time an agent spends either handling customer interactions or engaged in work-related activities such as breaks, meetings, and training.

  • September 22, 2025
  • admin

Agentic AI (Agent AI)

AI systems that function as autonomous agents, making decisions, learning from interactions, and adapting to changes.

  • September 22, 2025
  • admin

AHT (Average Handle Time)

A key metric in contact centers, measuring the average duration of a customer interaction from start to finish.

  • September 22, 2025
  • admin

AI Call Center

A next-generation customer service setup that uses AI to automate and enhance call center operations.