Glossary

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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.

Providing a consistent customer experience across all channels—phone, chat, email, social, and in-person.

A security system to protect personal data during transactions.

Automated chat systems that help customers through conversational interfaces.

Web platforms enabling customers to solve problems or access account info independently.

AI-based analysis that detects customer emotions and tone during interactions to assess satisfaction or urgency.

A numeric score (0–100) that reflects how positive or negative a customer interaction was.

A protocol used to manage voice, video, or message sessions over the internet.

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