Glossary

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  • 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.

  • 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.