Glossary

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  • 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.

  • September 22, 2025
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TSF

See: Telephone Service Factor.

  • September 22, 2025
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Source Data

Raw information collected from various inputs or systems before it is processed or analyzed. It serves as the foundation for reporting, decision-making, and generating insights in business operations.

  • September 22, 2025
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TTS (Text-to-Speech)

Technology that converts written text into spoken voice output.

  • September 22, 2025
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Turnover Rate

The percentage of employees who leave an organization within a specific period, often used to measure workforce stability and retention.