---
title: Common Contact Center Terms And Definitions List
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# Common Contact Center Terms And Definitions List

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting>

## [Application-Based Routing and Reporting](https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting)

 Application-based routing and reporting is a software interface that allows real-time contact center managers to implement and manage nuanced \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/blocked-call> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/blocked-call>

## [Blocked Call](https://blog.revation.com/common-contact-center-terms-and-definitions-list/blocked-call)

 Blocked Calls is actually a feature in a multichannel contact center that permits agents to block unwanted calls from coming into the center. \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex>

## [Capital expense (capex)](https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex)

 Capex is the initial investment that will enable to setup or to enhance an information technology equipment such as desktops, servers, business \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/cost-per-call> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/cost-per-call>

## [Cost Per Call](https://blog.revation.com/common-contact-center-terms-and-definitions-list/cost-per-call)

 What is cost per call in contact centers? A cost per call is a type of pricing model used to charge a customer for the use of a call center or to \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr>

## [DNR](https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr)

 Digital Natural Routing is an important feature of contact center technology, whereby calls can be automatically routed based on the key \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/funnel-forecasting> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/funnel-forecasting>

## [Funnel Forecasting](https://blog.revation.com/common-contact-center-terms-and-definitions-list/funnel-forecasting)

 Forecasting in contact center industry is to predict the future number of incoming contacts in a specified time frame (in general - 6 months) and \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/information-mailbox> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/information-mailbox>

## [Information Mailbox](https://blog.revation.com/common-contact-center-terms-and-definitions-list/information-mailbox)

 Information mailbox is a distribution channel to provide information services with the goals of improving communication quality, increasing \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/line-side-t1> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/line-side-t1>

## [Line side T1](https://blog.revation.com/common-contact-center-terms-and-definitions-list/line-side-t1)

 T-1 services for the contact center are based on advanced digital transmission technology. This means that voice calls are created digitally in \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/moment-of-truth> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/moment-of-truth>

## [Moment of Truth](https://blog.revation.com/common-contact-center-terms-and-definitions-list/moment-of-truth)

 The Moment of Truth is a combination of techniques designed to effectively influence the customer's buying decision. It is taking the process from \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/pareto-principle> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/pareto-principle>

## [Pareto Principle](https://blog.revation.com/common-contact-center-terms-and-definitions-list/pareto-principle)

 The Pareto principle (also known as the 80/20 rule) refers to the finding that, for many events, about 80% of the effects come from 20% of the \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/quality-assurance> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/quality-assurance>

## [Quality Assurance](https://blog.revation.com/common-contact-center-terms-and-definitions-list/quality-assurance)

 Quality Assurance (QA) is an important process in call center and BPO implementation. QA specialists are responsible for the analysis of customer \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/screen-recording> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/screen-recording>

## [Screen Recording](https://blog.revation.com/common-contact-center-terms-and-definitions-list/screen-recording)

 Screen recording is the process of capturing the audio and video being played on a computer while simultaneously recording the desktop.

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/strategic-value> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/strategic-value>

## [Strategic Value](https://blog.revation.com/common-contact-center-terms-and-definitions-list/strategic-value)

 Strategic value is the role of information in supporting an organization's business model in realizing its business strategy and delivering on its \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/uniform-call-distributor-ucd> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/uniform-call-distributor-ucd>

## [Uniform Call Distributor (UCD)](https://blog.revation.com/common-contact-center-terms-and-definitions-list/uniform-call-distributor-ucd)

 Uniform Call Distributor (UCD) or Multichannel Calling is a feature that allows you to make outbound calls to multiple contact centers or agents \[...\]

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/workload-management> <https://blog.revation.com/common-contact-center-terms-and-definitions-list/workload-management>

## [Workload management](https://blog.revation.com/common-contact-center-terms-and-definitions-list/workload-management)

 Workload Management or WorkLoad is a term in the call center industry referring to the various activities that a customer services employee should \[...\]

### More from Revation Systems

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/workload-management>

### [Workload management](https://blog.revation.com/common-contact-center-terms-and-definitions-list/workload-management)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/information-mailbox>

### [Information Mailbox](https://blog.revation.com/common-contact-center-terms-and-definitions-list/information-mailbox)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr>

### [DNR](https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex>

### [Capital expense (capex)](https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting>

### [Application-Based Routing and Reporting](https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/uniform-call-distributor-ucd>

### [Uniform Call Distributor (UCD)](https://blog.revation.com/common-contact-center-terms-and-definitions-list/uniform-call-distributor-ucd)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/strategic-value>

### [Strategic Value](https://blog.revation.com/common-contact-center-terms-and-definitions-list/strategic-value)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/screen-recording>

### [Screen Recording](https://blog.revation.com/common-contact-center-terms-and-definitions-list/screen-recording)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/quality-assurance>

### [Quality Assurance](https://blog.revation.com/common-contact-center-terms-and-definitions-list/quality-assurance)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/pareto-principle>

### [Pareto Principle](https://blog.revation.com/common-contact-center-terms-and-definitions-list/pareto-principle)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/moment-of-truth>

### [Moment of Truth](https://blog.revation.com/common-contact-center-terms-and-definitions-list/moment-of-truth)

<https://blog.revation.com/common-contact-center-terms-and-definitions-list/line-side-t1>

### [Line side T1](https://blog.revation.com/common-contact-center-terms-and-definitions-list/line-side-t1)

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### Recent Posts

- [Application-Based Routing and Reporting](https://blog.revation.com/common-contact-center-terms-and-definitions-list/application-based-routing-and-reporting)
  
  Nov 7, 2020
- [Blocked Call](https://blog.revation.com/common-contact-center-terms-and-definitions-list/blocked-call)
  
  Nov 7, 2020
- [Capital expense (capex)](https://blog.revation.com/common-contact-center-terms-and-definitions-list/capital-expense-capex)
  
  Nov 7, 2020
- [Cost Per Call](https://blog.revation.com/common-contact-center-terms-and-definitions-list/cost-per-call)
  
  Nov 7, 2020
- [DNR](https://blog.revation.com/common-contact-center-terms-and-definitions-list/dnr)
  
  Nov 7, 2020

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