Glossary

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  • September 22, 2025
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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
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AI Customer Service Tools

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

  • September 22, 2025
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Attrition Rate

The percentage of employees who permanently leave a company over a given period. High attrition in contact centers may indicate issues in management, workload, or job satisfaction.

  • September 22, 2025
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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
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Agentic AI (Agent AI)

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

  • September 22, 2025
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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
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AI Call Center

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

  • September 22, 2025
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Absenteeism

Unplanned or unauthorized absence from work. A high absenteeism rate can affect agent availability and overall service quality.