---
title: Best Contact Center Terminology And Metrics List | Glossary
description: Glossary |
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# Best Contact Center Terminology And Metrics List

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/all-trunks-busy-atb> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/all-trunks-busy-atb>

## [All Trunks Busy (ATB)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/base-staff> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/base-staff>

## [Base Staff](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/call-by-call-routing> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/call-by-call-routing>

## [Call-By-Call Routing](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent>

## [Contact Center Agent](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent)

 What is Contact Center Agent? A call center agent performs activities such as answering and placing calls, transferring calls, transferring \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/dialed-number-interaction-services-dnis> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/dialed-number-interaction-services-dnis>

## [Dialed Number Interaction Services (DNIS)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/first-call-resolution-fcr> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/first-call-resolution-fcr>

## [First Call Resolution (FCR)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/ieee-802.11i> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/ieee-802.11i>

## [IEEE 802.11i](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/ieee-802.11i)

 802.11i is a security standard implemented to make wireless networks more secure.

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/lama> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/lama>

## [LAMA](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/lama)

 In telemarketing and contact center industry, a live operator may be employed using either the inbound call center marketing method or the \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/metric> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/metric>

## [Metric](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/metric)

 Metrics can be financial (sales, profits, etc.), non-financial (number of phone calls handled, number of calls abandoned, contact rate) or \[...\]

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/on-premises> <https://blog.revation.com/best-contact-center-terminology-and-metrics-list/on-premises>

## [On-Premises](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/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 \[...\]

[Load More Posts](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/tag/glossary/page/2)

### More from Revation Systems

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/wide-area-network-wan>

### [Wide Area Network (WAN)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/wide-area-network-wan)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/softphone-controls>

### [Softphone controls](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/softphone-controls)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/tsapi>

### [TSAPI](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/tsapi)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/metric>

### [Metric](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/metric)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/lama>

### [LAMA](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/lama)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent>

### [Contact Center Agent](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/call-by-call-routing>

### [Call-By-Call Routing](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/call-by-call-routing)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/sbc>

### [SBC](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/sbc)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/progressive-dialer>

### [Progressive Dialer](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/progressive-dialer)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/on-premises>

### [On-Premises](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/on-premises)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/ieee-802.11i>

### [IEEE 802.11i](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/ieee-802.11i)

<https://blog.revation.com/best-contact-center-terminology-and-metrics-list/first-call-resolution-fcr>

### [First Call Resolution (FCR)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/first-call-resolution-fcr)

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### Recent Posts

- [All Trunks Busy (ATB)](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/all-trunks-busy-atb)
  
  Nov 8, 2020
- [Base Staff](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/base-staff)
  
  Nov 8, 2020
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  Nov 8, 2020
- [Contact Center Agent](https://blog.revation.com/best-contact-center-terminology-and-metrics-list/contact-center-agent)
  
  Nov 8, 2020
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  Nov 8, 2020

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