ACD (Automatic Contact Distributor)
ACD means Automatic Contact Distributor. An Automatic Contact Distributor is a network of one or more computer systems that share the task of [...]
Auxiliary Time (AUX)
Auxiliary Time (AUX) is the time the agent spends on non-core tasks such as updating the call center database information or filing.
Call Control Variables
In contact center, Parameters which needed call control are known as Call Control Variables or CCV. This parameters helps the contact center [...]
Cloud Call Center
Cloud call center is a SaaS (Software as a Service) contact center. It’s a virtual contact center in the cloud for enterprises to manage their [...]
Customer Journey Map
A customer journey map is a visual representation of all the touchpoints in between a company and its client, otherwise known as its customer. A [...]
Enterprise data window
Enterprise data window is a visual filter that can be applied to a contact center view. Enterprise data windows allow you to focus on information [...]
HIPAA
HIPAA compliance software can help contact center managers make sure their employees are familiar with HIPAA’s information security and privacy [...]
Intraday Reforecasting
The aim of Intraday Reforecasting is to provide updated information to customers about their orders in real time. This feature gives a chance to [...]
Longest Waiting Agent (Longest Available agent)
Longest Available agent is a type of queuing system where one or more available agents are separated into two (or more) groups based on the [...]
Next Available Agent
The call center industry is booming with growing companies, so many employees have to work on a first come first serve basis. For some companies [...]