Glossary

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A server-based system that integrates call control features like logging, voicemail, and conferencing.

Predefined limit used to measure performance. If exceeded, it signals the need for action to maintain service quality and efficiency.

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

A software-based phone that uses the internet to make calls—no physical handset needed.

A system that directs customer contacts to the appropriate agent or department based on predefined rules.

Technology used to analyze voice interactions for keywords, sentiment, compliance, and quality assurance.

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.

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