Glossary

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  • September 22, 2025
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Uniform Call Distributor (UCD)

A call distribution system that allocates calls evenly to available agents based on pre-set logic (not traffic-aware).

  • September 22, 2025
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Unavailable Time

Periods when an agent is logged in but not handling calls, including breaks and administrative work.

  • September 22, 2025
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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
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Toll Free

A telephone service where the recipient, not the caller, pays for the call (e.g., 800 numbers).

  • September 22, 2025
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Traffic Engineering

The design of telecom networks to efficiently handle expected data and voice traffic.

  • September 22, 2025
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Traffic Study

An analysis of call volumes to predict future contact center needs and performance.

  • September 22, 2025
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True Calls Per Hour

The number of actual calls handled, adjusted by agent occupancy rate.

  • September 22, 2025
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Synchronous Contacts

Live, two-way conversations that occur simultaneously between agent and customer.

  • September 22, 2025
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Trunk

A communication line that connects phone systems or carries voice/data between telecom switches.

  • September 22, 2025
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Social Listening

Monitoring social media for mentions of your brand to gather insights and respond effectively.