Unavailable Time
Periods when an agent is logged in but not handling calls, including breaks and administrative work.
- September 22, 2025
- admin
Uptime
The amount of time a system or service is operational and available without interruption. It’s a key indicator of reliability in IT and contact center infrastructure.
- September 22, 2025
- admin
Username
A unique identifier used by a person to access computer systems or online accounts.
- September 22, 2025
- admin
Traffic Engineering
The design of telecom networks to efficiently handle expected data and voice traffic.
- September 22, 2025
- admin
Traffic Study
An analysis of call volumes to predict future contact center needs and performance.
- September 22, 2025
- admin
True Calls Per Hour
The number of actual calls handled, adjusted by agent occupancy rate.
- September 22, 2025
- admin
Synchronous Contacts
Live, two-way conversations that occur simultaneously between agent and customer.
- September 22, 2025
- admin
Trunk
A communication line that connects phone systems or carries voice/data between telecom switches.
- September 22, 2025
- admin
Social Listening
Monitoring social media for mentions of your brand to gather insights and respond effectively.
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