Agent Occupancy
Agent occupancy in contact center is the percentage of agent's working time which is spent handling a customer interaction rather than waiting for [...]
Average Order Value (AOV)
Average Order Value (AOV) is a term used in the contact center industry to define how many dollars are spent by each call. It’s important to [...]
Call Review Assessment
A call review assessment is an assessment activity that creates a normative or comparative analysis of agent performance against a standard set of [...]
Computer Simulation
Contact center simulation is a method of determining possible effects of change in contact center operation practices, procedures, or information [...]
Delay Announcements
Delay announcement is an important part of contact center operations. It is necessary during peak hours, weekends and bank holidays to prevent [...]
Fast Clear Down
Fast Clear Down in contact center : Fast Clear Down in a contact center is usually when a customer (perhaps not knowing that they can't be reached [...]
IaaS
The Infrastructure as a Service (IaaS) delivery model provides the ability for businesses to access IT infrastructure in any form, on-demand via [...]
Key stroke macros
A keystroke macro (or keystroke shortcut) is a combination of keys (single or multiple) to be used as a command. As an example, the keystroke [...]
Mean time between failure (MT BR)
The Mean Time Between Failures (MTBF) indicates the expected time between system hardware failures. In contact center this is critical to [...]
Omnichannel Cloud Contact Center
The Omnichannel Cloud Contact Center is a web business application that allows you to connect your customer communications channels and use those [...]