Glossary

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The process of exchanging work shifts between two agents.

A unified dashboard that displays data from multiple systems in one view.

A mobile tool enabling efficient outbound calls for contact center agents.

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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