---
title: Must Know Contact Center Metrics Industry Standards List | Glossary
description: Glossary |
---

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# Must Know Contact Center Metrics Industry Standards List

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience>

## [Agent Experience](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience)

 Agent experience is a system of technologies, practices and activities that enables the conversation between the contact center agent and the \[...\]

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

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

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening>

## [Call Opening](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening)

 A call opening is the initial greeting of a customer by an agent or an operator in a contact center.

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/completed-call> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/completed-call>

## [Completed Call](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/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.

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/day-of-week-routing> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/day-of-week-routing>

## [Day Of Week Routing](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/expected-wait-time-ewt> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/expected-wait-time-ewt>

## [Expected Wait Time (EWT)](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/hosted-voip> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/hosted-voip>

## [Hosted VoIP](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/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. \[...\]

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/jtapi> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/jtapi>

## [JTAPI](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/jtapi)

 JTAPI is a contact center application protocol that manages the call controls, communication interfaces, and terminal data exchanges between a \[...\]

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/maximum-delay-to-answer> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/maximum-delay-to-answer>

## [Maximum Delay to Answer](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/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 \[...\]

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/omnichannel> <https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/omnichannel>

## [Omnichannel](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/omnichannel)

 Omnichannel is a term that is used for differentiating between the different channels through which enterprises interact with their customers. The \[...\]

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

### More from Revation Systems

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/traffic-engineering>

### [Traffic Engineering](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/traffic-engineering)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/sms>

### [SMS](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/sms)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/retrial>

### [Retrial](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/retrial)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/hosted-voip>

### [Hosted VoIP](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/hosted-voip)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/expected-wait-time-ewt>

### [Expected Wait Time (EWT)](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/expected-wait-time-ewt)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/completed-call>

### [Completed Call](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/completed-call)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening>

### [Call Opening](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience>

### [Agent Experience](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/warm-transfer>

### [Warm Transfer](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/warm-transfer)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/private-branch-exchange-pbx>

### [Private Branch Exchange (PBX)](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/private-branch-exchange-pbx)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/omnichannel>

### [Omnichannel](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/omnichannel)

<https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/maximum-delay-to-answer>

### [Maximum Delay to Answer](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/maximum-delay-to-answer)

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### Recent Posts

- [Agent Experience](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/agent-experience)
  
  Nov 10, 2020
- [Average Handle Time (AHT)](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/average-handle-time-aht)
  
  Nov 10, 2020
- [Call Opening](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/call-opening)
  
  Nov 10, 2020
- [Completed Call](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/completed-call)
  
  Nov 10, 2020
- [Day Of Week Routing](https://blog.revation.com/must-know-contact-center-metrics-industry-standards-list/day-of-week-routing)
  
  Nov 10, 2020

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