Glossary

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A system that records, tracks, and manages customer interactions through a ticket number.

A security process that replaces sensitive data with a non-sensitive equivalent.

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

A strategic method to enhance and track the productivity of sales teams.

The number of agents needed to meet contact volume at a specific time.

A metric that shows how well agents follow their scheduled work times.

A team leader responsible for monitoring and supporting contact center agents.

The planning of agent shifts, activities, and staffing levels in a contact center.

Channels where communication happens in real time, like phone or live chat.

A feature that displays customer data on the agent’s screen as a call or interaction begins.

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