--- title: Top Contact Center Terminology And Metrics List --- - [COVID-19](https://revation.com/covid-19/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [DEMO](https://revation.com/linklive-demo/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [CONTACT](https://revation.com/contact-us/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) [![Revation Systems](https://blog.revation.com/hs-fs/hubfs/raw_assets/public/Revation_July2020/images/RevationLogo_Reverse_White.png?width=287&height=77&name=RevationLogo_Reverse_White.png "Revation Systems")](https://revation.com/) [![Revation Systems](https://blog.revation.com/hs-fs/hubfs/raw_assets/public/Revation_July2020/images/RevationLogo_Black.png?width=287&height=77&name=RevationLogo_Black.png "Revation Systems")](https://revation.com/) - 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[Measuring, Monitoring & Planning (MMP)](https://revation.com/linklive9/measuring-monitoring-planning/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Campaign Manager](https://revation.com/linklive9/campaign-manager/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Knowledge Base](https://revation.com/linklive9/knowledge-base/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Mobile Worker](https://revation.com/linklive9/mobile-worker/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [HEALTHCARE](https://revation.com/linklive-healthcare/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - 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[REVA AI Healthcare](https://revation.com/reva/reva-ai/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Reva AI Banking](https://revation.com/reva/reva-ai-banking/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [RESOURCES](https://info.revation.com/resource-center) - [All Resources](https://info.revation.com/resource-center) - [Case Studies](https://blog.revation.com/tag/case-studies?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Healthcare Scenarios](https://revation.com/customer-success/healthcare-scenarios/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Financial Scenarios](https://revation.com/customer-success/financial-scenarios/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [Customer Success](https://revation.com/customer-success/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [EVENTS](https://revation.com/upcoming-events/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [NEWS](https://revation.com/news/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) - [BLOG](https://blog.revation.com/?utm_source=Smart%20Blog%20Links&utm_medium=Smart%20Blog%20Links&utm_campaign=Smart%20Blog%20Links&utm_term=Smart%20Blog%20Links&utm_content=Smart%20Blog%20Links) # Top Contact Center Terminology And Metrics List ## [Auto Attendant (AA)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/auto-attendant-aa) Auto Attendant (AA) is a system that answers the inbound call and guides the customer to the appropriate agent or department. ## [Calibration](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/calibration) Calibration is used in Contact Centers to generate a consistency across all agents in the center. It involves the adjustment of the contact center \[...\] ## [Central Office (CO)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/central-office-co) In contact center or BPO, the Central Office (CO) is the facility of an organization which houses the customer-facing employees. The contact \[...\] ## [CTI (Computer Telephony Integration)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/cti-computer-telephony-integration) CTI stands for computer telephony integration. CTI technology is a set of services and tools that are used to integrate the contact center (CC) \[...\] ## [Dual-Tone Multifrequency (DTMF)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/dual-tone-multifrequency-dtmf) The Dual-Tone Multifrequency (DTMF) is a telephone signaling system used to route telephone calls to appropriate operators that is supported by \[...\] ## [Global Response](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/global-response) Global Response, in multichannel customer contact centers, is the name given to an agent that handles multiple-channel contact. So they will \[...\] ## [Integration](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/integration) Contact center integration is the process of making different contact center software work together to achieve a total solutions and increased \[...\] ## [Local Area Network (LAN)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/local-area-network-lan) A Local Area Network, or LAN, is a communications network connecting computers and peripherals within a limited area. A LAN can use either wired \[...\] ## [Multichannel](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/multichannel) Multichannel contact center is defined as a fusion of all the channels that are accessible to customers. It is virtual and a physical channel thus \[...\] ## [Peak](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/peak) In contact center technologies, peak is the maximum workload of a contact center or single process within the contact center. ## [Quality Monitoring (QM)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/quality-monitoring-qm) Quality Monitoring (QM) in contact centers is a procedure by which the contact center operations are constantly monitored in terms of their \[...\] ## [Self-Service](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/self-service) Self-Service is a service model in which each customer is given access to their account to manage and control it, 24/7. Customers are able to \[...\] ## [T1](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/t1) T1 is a high-speed digital communication line. It is used for Internet service, VPN, point of sales, private phone service and other applications. ## [Utterance](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/utterance) The utterance is the smallest grammatical unit in a language that is realized when someone speaks. Both grammar and syntax are directly affected \[...\] ## [WWW](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/www) What is World Wide Web? The World Wide Web (W3) is a global information infrastructure that allows the sharing of structured and semistructured \[...\] ### More from Revation Systems ### [WWW](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/www) ### [Global Response](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/global-response) ### [Auto Attendant (AA)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/auto-attendant-aa) ### [Utterance](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/utterance) ### [T1](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/t1) ### [Self-Service](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/self-service) ### [Quality Monitoring (QM)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/quality-monitoring-qm) ### [Peak](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/peak) ### [Multichannel](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/multichannel) ### [Local Area Network (LAN)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/local-area-network-lan) ### [Integration](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/integration) ### [Dual-Tone Multifrequency (DTMF)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/dual-tone-multifrequency-dtmf) ### Subscribe for Updates --- ### Contact Sales - Phone: 1.952.392.1831 - Email: [sales@revation.com](mailto:sales@revation.com) ### Search [REQUEST A DEMO](https://revation.com/linklive-demo/) ### Recent Posts - [Auto Attendant (AA)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/auto-attendant-aa) Nov 7, 2020 - [Calibration](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/calibration) Nov 7, 2020 - [Central Office (CO)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/central-office-co) Nov 7, 2020 - [CTI (Computer Telephony Integration)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/cti-computer-telephony-integration) Nov 7, 2020 - [Dual-Tone Multifrequency (DTMF)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/dual-tone-multifrequency-dtmf) Nov 7, 2020 ### Posts by Topic - [Glossary (15)](https://blog.revation.com/top-contact-center-terminology-and-metrics-list/tag/glossary) ### Revation Systems Providing secure, compliant unified communications via our cloud platform. 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