Glossary

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  • 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.

  • September 22, 2025
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AI Chat

AI-powered systems that simulate engaging conversations between humans and machines.

  • September 22, 2025
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Activity

These activities could include handling calls, responding to emails or chats, taking breaks, and participating in training. Each activity represents a specific task or status that is tracked to ensure

  • September 22, 2025
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AI Chatbots for Self-Service

Advanced virtual assistants powered by AI that help customers solve problems or complete tasks independently.

  • September 22, 2025
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Adherence

An important indicator in contact centers that shows whether agents are working according to their assigned schedule. This includes starting shifts on time, taking breaks as scheduled, and returning to

  • September 22, 2025
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AI Cloud Contact Centers

Customer service solutions that combine cloud computing and AI to manage interactions across phone, chat, email, and social media.

  • 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.