Agent Experience
Agent experience is a system of technologies, practices and activities that enables the conversation between the contact center agent and the [...]
Average Handle Time (AHT)
The contact center average handle time (AHT) is the amount of time that an agent spends on a call. The longer contact center average handle time [...]
Call Opening
A call opening is the initial greeting of a customer by an agent or an operator in a contact center.
Completed Call
In call centers, completed call means that a customer has been served completely, and the service agent is no longer handling the customer.
Day Of Week Routing
Using Day of Week Routing will route all calls from a specific day of the week or range of days to one agent or group. It does not matter if it is [...]
Expected Wait Time (EWT)
Expected wait time (EWT) is the actual amount of time expected of a caller to wait during their call for an agent to become available. In inbound [...]
Hosted VoIP
It means a hosted contact center where the VoIP service provider offers an all-in-one solution to manage and maintain the enterprise VoIP system. [...]
JTAPI
JTAPI is a contact center application protocol that manages the call controls, communication interfaces, and terminal data exchanges between a [...]
Maximum Delay to Answer
The Maximum Delay to Answer is defined as the time a party can be on hold when calling an organization. While many organizations may take a [...]
Omnichannel
Omnichannel is a term that is used for differentiating between the different channels through which enterprises interact with their customers. The [...]