Agent Reports
Agent Reports agent activity monitoring tool from real-time, interactive call logging to agent performance reports including outbound and inbound [...]
Average Speed of Answer (ASA)
Definition of Average Speed of Answer (ASA) - The number of seconds it takes a contact center agent to answer an incoming telephone call.
Call Routing
Call Routing in call center is the process of arranging, activating, modifying and controlling all inbound and outbound calls. Call Routing is [...]
Computer Telephony Integration (CTI)
What is contact center CTI? A computer telephony integration (CTI) allows interaction between a CRM system and contact center functionality. CTI [...]
Delay Or Queue Time
Defined as: Delay or queue time is the total time a call spends waiting for an available agent before being answered. The delay time includes the [...]
Federal Communications Commission (FCC)
Federal Communications Commission (FCC) is a part of the United States government. It regulates the telecommunications industry in the USA, [...]
ICR (Intelligent Call Router)
ICR (Intelligent Call Router) is a contact center digital assistant, which acts as an operator in a contact center and automatically select the [...]
Key Telephone System
Key telephone system (KTS) is an advanced automated telephone switching system that has been specially designed for telephone networks.
Mean time to repair (MTTR )
In the contact center industry Mean time to repair (MTTR) metrics are used to calculate the amount of time that elapses between a trouble ticket [...]
Omnichannel contact center
A world class omnichannel contact center is where customer service and support is combined with the latest technologies to deliver results. This [...]