---
title: Must Know Contact Center Glossary List | Glossary
description: Glossary |
---

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# Must Know Contact Center Glossary List

<https://blog.revation.com/must-know-contact-center-glossary-list/aht-average-handle-time> <https://blog.revation.com/must-know-contact-center-glossary-list/aht-average-handle-time>

## [AHT (Average Handle Time)](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/barge-in> <https://blog.revation.com/must-know-contact-center-glossary-list/barge-in>

## [Barge-in](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/call-volume> <https://blog.revation.com/must-know-contact-center-glossary-list/call-volume>

## [Call Volume](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/conferencing> <https://blog.revation.com/must-know-contact-center-glossary-list/conferencing>

## [Conferencing](https://blog.revation.com/must-know-contact-center-glossary-list/conferencing)

 Call center conferencing is a group communication process in which a number of agents participate in a conference call (typically with mute turned \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/dialed-number-identification-service-dnis> <https://blog.revation.com/must-know-contact-center-glossary-list/dialed-number-identification-service-dnis>

## [Dialed Number Identification Service (DNIS)](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/firewall> <https://blog.revation.com/must-know-contact-center-glossary-list/firewall>

## [Firewall](https://blog.revation.com/must-know-contact-center-glossary-list/firewall)

 Firewall is a technology (Network Security System) built in between two networks to restrict the flow of data from one network to another.

<https://blog.revation.com/must-know-contact-center-glossary-list/ieee-802.11e> <https://blog.revation.com/must-know-contact-center-glossary-list/ieee-802.11e>

## [IEEE 802.11e](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/labor-saturation-rate> <https://blog.revation.com/must-know-contact-center-glossary-list/labor-saturation-rate>

## [Labor Saturation Rate](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/menu> <https://blog.revation.com/must-know-contact-center-glossary-list/menu>

## [Menu](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-glossary-list/omnichannel-routing> <https://blog.revation.com/must-know-contact-center-glossary-list/omnichannel-routing>

## [Omnichannel Routing](https://blog.revation.com/must-know-contact-center-glossary-list/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 \[...\]

[Load More Posts](https://blog.revation.com/must-know-contact-center-glossary-list/tag/glossary/page/2)

### More from Revation Systems

<https://blog.revation.com/must-know-contact-center-glossary-list/trunk-hold-time>

### [Trunk Hold Time](https://blog.revation.com/must-know-contact-center-glossary-list/trunk-hold-time)

<https://blog.revation.com/must-know-contact-center-glossary-list/softphone>

### [Softphone](https://blog.revation.com/must-know-contact-center-glossary-list/softphone)

<https://blog.revation.com/must-know-contact-center-glossary-list/saas-software-as-a-service>

### [SaaS (Software as a Service)](https://blog.revation.com/must-know-contact-center-glossary-list/saas-software-as-a-service)

<https://blog.revation.com/must-know-contact-center-glossary-list/omnichannel-routing>

### [Omnichannel Routing](https://blog.revation.com/must-know-contact-center-glossary-list/omnichannel-routing)

<https://blog.revation.com/must-know-contact-center-glossary-list/wfm-workforce-management-tools>

### [WFM (Workforce management tools)](https://blog.revation.com/must-know-contact-center-glossary-list/wfm-workforce-management-tools)

<https://blog.revation.com/must-know-contact-center-glossary-list/procurement>

### [Procurement](https://blog.revation.com/must-know-contact-center-glossary-list/procurement)

<https://blog.revation.com/must-know-contact-center-glossary-list/menu>

### [Menu](https://blog.revation.com/must-know-contact-center-glossary-list/menu)

<https://blog.revation.com/must-know-contact-center-glossary-list/firewall>

### [Firewall](https://blog.revation.com/must-know-contact-center-glossary-list/firewall)

<https://blog.revation.com/must-know-contact-center-glossary-list/call-volume>

### [Call Volume](https://blog.revation.com/must-know-contact-center-glossary-list/call-volume)

<https://blog.revation.com/must-know-contact-center-glossary-list/barge-in>

### [Barge-in](https://blog.revation.com/must-know-contact-center-glossary-list/barge-in)

<https://blog.revation.com/must-know-contact-center-glossary-list/labor-saturation-rate>

### [Labor Saturation Rate](https://blog.revation.com/must-know-contact-center-glossary-list/labor-saturation-rate)

<https://blog.revation.com/must-know-contact-center-glossary-list/ieee-802.11e>

### [IEEE 802.11e](https://blog.revation.com/must-know-contact-center-glossary-list/ieee-802.11e)

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### Recent Posts

- [AHT (Average Handle Time)](https://blog.revation.com/must-know-contact-center-glossary-list/aht-average-handle-time)
  
  Nov 8, 2020
- [Barge-in](https://blog.revation.com/must-know-contact-center-glossary-list/barge-in)
  
  Nov 8, 2020
- [Call Volume](https://blog.revation.com/must-know-contact-center-glossary-list/call-volume)
  
  Nov 8, 2020
- [Conferencing](https://blog.revation.com/must-know-contact-center-glossary-list/conferencing)
  
  Nov 8, 2020
- [Dialed Number Identification Service (DNIS)](https://blog.revation.com/must-know-contact-center-glossary-list/dialed-number-identification-service-dnis)
  
  Nov 8, 2020

### Posts by Topic

- [Glossary (15)](https://blog.revation.com/must-know-contact-center-glossary-list/tag/glossary)

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