Presence status
Presence status is the value which is used to show the status of a contact center agent. Through Presence status monitoring, one can know that [...]
Reports agent
A reports agent is the person who assists the caller with his queries. The agent can request relevant reports and documents as and when required [...]
SLA Value
The Service-Level Agreement (SLA) value is a numerical designation of the service quality to be delivered to customers. It represents the expected [...]
Total Handle Time
Total Handle Time is the length of time it takes for customer to reach a completed service disposition at a contact center.
VRU
Voice response unit (VRU) is a telephone call center system that supports automated voice response applications with real-time monitoring and [...]