All Trunks Busy (ATB)
ATB is the state of a contact center queue when all agents are busy serving customers and there are no new leads can be served / no agents are [...]
Base Staff
Contact Center Definitions - Base Staff: This is the most entry level position at the contact center to the most senior supervisor. They usually [...]
Call-By-Call Routing
Call-By-Call routing in contact center is a flexible strategy for route incoming calls to agents in a contact center when the callers are aware of [...]
Contact Center Agent
What is Contact Center Agent? A call center agent performs activities such as answering and placing calls, transferring calls, transferring [...]
Dialed Number Interaction Services (DNIS)
Dialed Number Interaction Services (DNIS), is a routing method used by many VoIP providers. The DNIS feature helps to route incoming calls to the [...]
First Call Resolution (FCR)
First Call Resolution (FCR) is a strategy, process and metrics designed to measure whether all customers are able to speak to a human in the first [...]
IEEE 802.11i
802.11i is a security standard implemented to make wireless networks more secure.
LAMA
In telemarketing and contact center industry, a live operator may be employed using either the inbound call center marketing method or the [...]
Metric
Metrics can be financial (sales, profits, etc.), non-financial (number of phone calls handled, number of calls abandoned, contact rate) or [...]
On-Premises
There are two main types of contact center locations: on-premises and hosted. On-premises contact centers are those that are housed within a [...]