---
title: Top Call Center Terms And Definitions List | Revation Systems
description: We believe in the power of human relationships and that innovation in communication will connect people to help live healthier lives and achieve financial security.
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# Top Call Center Terms And Definitions List

![Revation Systems](https://blog.revation.com/hubfs/favicon_520x2.png)

### About Revation Systems

 We believe in the power of human relationships and that innovation in communication will connect people to help live healthier lives and achieve financial security.

<https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate> <https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate>

## [Agent Group, Split Or Gate](https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate)

 "Split or gate" is a mechanism used in contact centers to either divert calls based on resolution processes, or to route inbound calls differently \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/average-hold-time-ahldt> <https://blog.revation.com/top-call-center-terms-and-definitions-list/average-hold-time-ahldt>

## [Average Hold Time (AHLDT)](https://blog.revation.com/top-call-center-terms-and-definitions-list/average-hold-time-ahldt)

 It is the amount of time an agent needs to take a customer from the start of a call to its completion. It does not include the time for greeting a \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/call-recording> <https://blog.revation.com/top-call-center-terms-and-definitions-list/call-recording>

## [Call Recording](https://blog.revation.com/top-call-center-terms-and-definitions-list/call-recording)

 Call recording is a feature of intelligent contact centers, in order to monitor the quality of their agents or customer service representatives. \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/compliance> <https://blog.revation.com/top-call-center-terms-and-definitions-list/compliance>

## [Compliance](https://blog.revation.com/top-call-center-terms-and-definitions-list/compliance)

 The term compliance, as used in the contact center industry, means that agents at the contact center have been properly instructed on how to \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db> <https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db>

## [Decibel (dB)](https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db)

 Decibels are units of measurement for comparing the intensity of sound. When you hear an ambulance siren, it measures at 110 dB. A whisper is \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/explanatory-approach> <https://blog.revation.com/top-call-center-terms-and-definitions-list/explanatory-approach>

## [Explanatory Approach](https://blog.revation.com/top-call-center-terms-and-definitions-list/explanatory-approach)

 The Explanatory Approach is the practice of designing contact centers to support the desired outcomes for the business, rather than imposing on \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/hunt-groups> <https://blog.revation.com/top-call-center-terms-and-definitions-list/hunt-groups>

## [Hunt groups](https://blog.revation.com/top-call-center-terms-and-definitions-list/hunt-groups)

 A hunt group is a list of agents to whom calls are distributed when all the agents in a queue are busy.

<https://blog.revation.com/top-call-center-terms-and-definitions-list/judgmental-forecasting> <https://blog.revation.com/top-call-center-terms-and-definitions-list/judgmental-forecasting>

## [Judgmental Forecasting](https://blog.revation.com/top-call-center-terms-and-definitions-list/judgmental-forecasting)

 In contact center operations, judgmental forecasting refers to the study of call volumes, staffing needs, and other critical parameters that can \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/mbwa-management-by-walking-around> <https://blog.revation.com/top-call-center-terms-and-definitions-list/mbwa-management-by-walking-around>

## [MBWA (Management By Walking Around)](https://blog.revation.com/top-call-center-terms-and-definitions-list/mbwa-management-by-walking-around)

 One of the core elements of management by walking around is for the manager to regularly visit the contact center floor without prior warning or \[...\]

<https://blog.revation.com/top-call-center-terms-and-definitions-list/omnichannel-cloud-call-center> <https://blog.revation.com/top-call-center-terms-and-definitions-list/omnichannel-cloud-call-center>

## [Omnichannel Cloud Call Center](https://blog.revation.com/top-call-center-terms-and-definitions-list/omnichannel-cloud-call-center)

 Omnichannel Cloud Call Centers (OCC) help companies broaden their customer interactions by making use of multiple channels, including social \[...\]

[Load More Posts](https://blog.revation.com/top-call-center-terms-and-definitions-list/author/revation-systems/page/2)

### More from Revation Systems

<https://blog.revation.com/top-call-center-terms-and-definitions-list/web-click-to-talk-ctt>

### [Web click-to-talk (CTT)](https://blog.revation.com/top-call-center-terms-and-definitions-list/web-click-to-talk-ctt)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/traffic-study>

### [Traffic Study](https://blog.revation.com/top-call-center-terms-and-definitions-list/traffic-study)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/sms/800-database>

### [SMS/800 Database](https://blog.revation.com/top-call-center-terms-and-definitions-list/sms/800-database)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/private-network>

### [Private Network](https://blog.revation.com/top-call-center-terms-and-definitions-list/private-network)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/retrial-tables>

### [Retrial Tables](https://blog.revation.com/top-call-center-terms-and-definitions-list/retrial-tables)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/omnichannel-cloud-call-center>

### [Omnichannel Cloud Call Center](https://blog.revation.com/top-call-center-terms-and-definitions-list/omnichannel-cloud-call-center)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/mbwa-management-by-walking-around>

### [MBWA (Management By Walking Around)](https://blog.revation.com/top-call-center-terms-and-definitions-list/mbwa-management-by-walking-around)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate>

### [Agent Group, Split Or Gate](https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/judgmental-forecasting>

### [Judgmental Forecasting](https://blog.revation.com/top-call-center-terms-and-definitions-list/judgmental-forecasting)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/hunt-groups>

### [Hunt groups](https://blog.revation.com/top-call-center-terms-and-definitions-list/hunt-groups)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/explanatory-approach>

### [Explanatory Approach](https://blog.revation.com/top-call-center-terms-and-definitions-list/explanatory-approach)

<https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db>

### [Decibel (dB)](https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db)

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### Recent Posts

- [Agent Group, Split Or Gate](https://blog.revation.com/top-call-center-terms-and-definitions-list/agent-group-split-or-gate)
  
  Nov 10, 2020
- [Average Hold Time (AHLDT)](https://blog.revation.com/top-call-center-terms-and-definitions-list/average-hold-time-ahldt)
  
  Nov 10, 2020
- [Call Recording](https://blog.revation.com/top-call-center-terms-and-definitions-list/call-recording)
  
  Nov 10, 2020
- [Compliance](https://blog.revation.com/top-call-center-terms-and-definitions-list/compliance)
  
  Nov 10, 2020
- [Decibel (dB)](https://blog.revation.com/top-call-center-terms-and-definitions-list/decibel-db)
  
  Nov 10, 2020

### Posts by Topic

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- [Banking Call Center Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/banking-call-center-terms)
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- [Banking Contact Center Must Know Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/banking-contact-center-must-know-terms)
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- [Banking Unified Communications Must Know Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/banking-unified-communications-must-know-terms)
- [Best Call Center Abbreviations List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/best-call-center-abbreviations-list)
- [Best Contact Center Terminology List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/best-contact-center-terminology-list)
- [Common Call Center Acronyms List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/common-call-center-acronyms-list)
- [Credit Union Call Center Terms & Glossary (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/credit-union-call-center-terms-glossary)
- [Credit Union Customer Engagement Acronyms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/credit-union-customer-engagement-acronyms)
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- [Finance Call Center Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/finance-call-center-terms)
- [Finance Contact Center Definitions (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/finance-contact-center-definitions)
- [Finance Contact Center Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/finance-contact-center-terms)
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- [Healthcare Call Center Definitions (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/healthcare-call-center-definitions)
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- [Hospital Digital Customer Service Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/hospital-digital-customer-service-terms)
- [Hospital Unified Communications Acronyms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/hospital-unified-communications-acronyms)
- [Hospital Unified Communications Definitions (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/hospital-unified-communications-definitions)
- [Hospital Unified Communications Terms: Glossary (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/hospital-unified-communications-terms-glossary)
- [Medical Call Center Must Know Terms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/medical-call-center-must-know-terms)
- [Medical Contact Center Definitions (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/medical-contact-center-definitions)
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- [Medical Customer Engagement Glossary & Definitions (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/medical-customer-engagement-glossary-definitions)
- [Medical Digital Customer Service Acronyms (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/medical-digital-customer-service-acronyms)
- [Must Know Call Center Terminology List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/must-know-call-center-terminology-list)
- [Top Contact Center Jargon List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/top-contact-center-jargon-list)
- [Top Contact Center Metrics Industry Standards List (1)](https://blog.revation.com/top-call-center-terms-and-definitions-list/tag/top-contact-center-metrics-industry-standards-list)

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 Providing secure, compliant unified communications via our cloud platform. From encrypted email to secure desktop sharing to secure voice and video collaboration, Revation LinkLive is the first truly unified communications platform.

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