AHT (Average Handle Time)
An average handle time (AHT) is a weighted measurement of the amount of time it takes for an agent to handle a customer inquiry. An AHT metric is [...]
Barge-in
A barge-in is a contact center characteristic where the end-user can be connected by pressing a button. This option discourages callers from [...]
Call Volume
Call volume is the number of calls handled by a call center or contact center in a certain time period. It includes the total numbers of incoming [...]
Conferencing
Call center conferencing is a group communication process in which a number of agents participate in a conference call (typically with mute turned [...]
Dialed Number Identification Service (DNIS)
Dialed Number Identification Service (DNIS) is a telephone service that allows a business to identify the telephone number of an incoming call in [...]
Firewall
Firewall is a technology (Network Security System) built in between two networks to restrict the flow of data from one network to another.
IEEE 802.11e
IEEE 802.11e is a set of amendments to the IEEE 802.11 standard. The purpose of this amendment is to provide Quality of Service (QoS) for wireless [...]
Labor Saturation Rate
Labor Saturation is the upper limit of regular employees to handle any task. When it is reached, in order to accomplish given task additional CCs [...]
Menu
A menu is one of the most important features in your contact center. A menu enables the visitor to interact with the system. The user may choose [...]
Omnichannel Routing
In contact centers, omnichannel routing is the process of getting a customer conversation from one channel to another. For example: A call center [...]