Application Programming Interface (API)
A contact center API is used to integrate information technology systems, automate processes and data exchanges between separate systems. Today’s [...]
Blockage
A blockage is an event with measurable duration at a contact center that prevents the fulfillment of the expected Service Level Agreement.
Calls Per Agent
The average number of calls a customer service representative handles during an hour. A single agent may handle multiple callers.
Conversant
In contact centers, a conversant is the person who uses a particular telephone. He/She can be a caller, agent or an actor playing the role of [...]
DNIS (Dialed Number Identification Service)
DNIS is the service or feature of a Contact Center software that allows to route based on the telephone number called.
Full Coverage Scheduling
Full coverage scheduling is a contact center software and is used to schedule the resources on VM or WFM with the goal of ensuring the contact [...]
Index Factor
A numeric value assigned to every new contact by dial-in number, group, ACD queue, or other designation. Index factors are commonly used in IVR [...]
Level Zero Solvable
A Level Zero Solvable issue is the simplest problem a contact center agent can solve on their own, without any assistance from the customer, and [...]
MoIP
MoIP is a multi-application call platform developed for contact centers and Web-based customer support. The MoIP Platform enables users to combine [...]
Packet loss
A packet loss in a contact center or other telephony application is when an agent hears the other party's voice, but the other party cannot hear [...]