Glossary

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  • September 22, 2025
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After Call Work (ACW)

Refers to the admin tasks an agent performs after a customer interaction, such as updating records, logging details, and scheduling follow-ups. ACW ensures accurate data capture and supports service efficiency.

  • September 22, 2025
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AI Conversations

Interactions that leverage AI to simulate human-like conversations in digital spaces.

  • September 22, 2025
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Agent

A person who works in a contact center and is responsible for direct interaction with customers through inbound or outbound communication, whether via phone, chat, email, or other digital channels.

  • September 22, 2025
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Agent Desktop

A software solution or suite of applications designed to equip contact center agents with essential information, resources, and tools required to effectively handle customer interactions.

  • September 22, 2025
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Agent Empowerment

An approach that emphasizes the importance of giving contact center agents freedom, trust, and adequate training so they can provide more proactive and solution-oriented customer service.

  • September 22, 2025
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Agent Occupancy

The proportion of time that contact center agents spend actively handling customer interactions compared to their total logged-in or working hours in a workforce management system.

  • September 22, 2025
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Agent Reports

Performance reports that provide statistical insights into an agent’s work, including average handle time, unavailable time, and call logs.

  • September 22, 2025
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Agent Status

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

  • 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.