Agent Status
In the context of contact center management, agent status refers to the internal standing or position of contact center agents when the system is [...]
Average Time to Abandonment
Average time to abandonment is a metric commonly used in the contact center industry to measure customer satisfaction. It is also known as Average [...]
Call Time
Call time is the period in which a contact center representative may spend placing or receiving calls and receiving live responses from the [...]
Conditional Routing
Conditional Routing is the capability of a contact center that is capable to route a call from an agent to another agent based on the current [...]
Delayed Call
A delayed call in contact center is a call that was not handled by the agent during his/her shift and is still waiting to be taken. The average [...]
File Transfer Protocol (FTP)
FTP (File Transfer Protocol) is an Internet protocol used to upload and download files from remote web servers. File Transfer Protocol (FTP) is a [...]
Idle Time (Available Time)
Idle Time (Available Time), also known as Available Operator Time, is a wireless LAN radio system for contact centers and healthcare facilities. [...]
Knowledge Base
The knowledge base (KB) is a repository of articles that contains detailed information about contact center related topics and is often used as an [...]
Media gateway control protocol (MGCP)
The media gateway control protocol (MGCP) is used to control aspects of a media gateway from the call agent. This includes controlling connections [...]
Omnichannel Customer Journey
What is omnichannel customer journey with call center agents and contact center metrics? Omnichannel customer journey is about making interactions [...]