Service Observing (or Service Observation) 24×7 5G 800 Number Abandoned Contact Abandoned Rate Adherence to Schedule ACW After-Call Work Agent Agent Available Percentage Agent Features Agent Group Agent Performance Report Agent Status ATB All Trunks Busy Analytics Announcement Answer Group Answered Call ASP Application Service Provider Application-Based Routing and Reporting Architecture AI Artificial Intelligence Asynchronous Messaging Attendant Attrition (Employees) Attrition Rate (Customers) Augmented Reality Authentication Auto Wrap-Up Auto-Available Automated Greeting Automated Reply ACD Automatic Call Distributor ACS Automatic Call Sequencer ANI Automatic Number Identification ASR Automatic Speech Recognition Auxiliary Work State Availability Available State Available Time Avatar Average Call Duration Average Call Value Average Concurrent Chat Sessions Average Delay AHT Average Handling Time AHT Average Holding Time on Trunks Average Number of Agents ASA Average Speed of Answer ATA Average Time to Abandonment AWT Average Work Time Back Office Balanced Scorecard Bandwidth Calculator Base Staff Beep Tone Best Practice Big Data Blended Agent Blocked Call Bottom-Up Forecasting Brand Advocate Brick and Mortar Business Continuity Plan BPO Business Process Outsourcing Business Rules B2B Business-to-Business B2C Business-to-Consumer Busy Busy Hour Busy Season C-level Calibration Call Call Avoidance Call Blending Call Center Call Control Call Count Call Duration Call Forcing Call Load Call Selection Callback Messaging CED Caller-Entered Digits CallerID Career Path Carrier Carryover Forecasting Case Management System Cause-and-Effect Diagram CO Central Office Change Management Channel Hopping Chat ChatGPT CCO Chief Customer Officer CXO Chief Experience Officer CIO Chief Information Officer Circuit Clean Desk Policy Close-out Cloud-Based Services Co-Browsing Coaching Model Collaboration Tools Collateral Duties Completed Call Compliance Computer Simulation CTI Computer Telephony Integration CBT Computer-Based Training Concentrated Shift Conditional Routing Contact Contact Center CCaaS Contact Center as a Service Contact Center Management Contact Center-Initiated Assistance Contact History CMS Contact Management System Contact Quality Contact-by-Contact Routing Contacts Handled Contacts in Queue Contacts Per Hour Control Chart Controlled Busies Conventional Shift Conversation Core Values Cost Center Cost of Delay COI Cost of Inaction Cost Per Contact Cost/Benefit Analysis Cross-Sell Cross-Train Customer Access Strategy Customer Advocacy Customer Care CES Customer Effort Score CX Customer Experience Customer Experience Management Customer Experience Management (CXM) Platform Customer Journey CLE Customer Life Expectancy Customer Lifetime Value Customer Loyalty Customer Persona CPE Customer Premises Equipment CRM Customer Relationship Management Customer Response Time Customer Retention Rate Customer Satisfaction CSAT Customer Satisfaction Score Customer Segmentation Customer Sentiment Customer Success Customer Tolerance CCR Customer-Controlled Routing Customer-Entered Digits Dashboards Data Mining Day-of-Week Routing Deflection Rate Delay Delay Announcements DNIS Dialed Number Identification Service Dialer Digital Transformation Direct Message Disaster Recovery Plan Display Board Double Jack Driver-Based Forecasting DTMF Dual-Tone Multifrequency Elearning ERMS Email Response Management System Embedded Media Emoji Employee Advocate Employee Engagement EX Employee Experience Empowerment Engagement Rate Engset Calculation ERP Enterprise Resource Planning Envelope Strategy Ergonomics Erlang Erlang B Erlang C Error Rate Escalation Escalation Plan Event-Driven Forecasting Exchange Exchange Handle Time Exchange Line Exchange Response Time Exit Interviews EWT Expected Wait Time Explanatory Forecasting Fast Clear Down Finesse Standards First Contact Resolution FIFO First In, First Out Flex Time Scheduling Flushing out the Queue Focus Group Forecast Accuracy Foundation Standards Freytag’s Pyramid Front Office FTE Full-Time Equivalent Gate Generative AI Geotagging Governance GOS Grade of Service Handled Call Handling Time Hashtag Histogram Historical Forecasting Historical Report Hold Out Forecasts Idle Time Immutable Law In-Between Contacts Increment Incremental Revenue (Value) Analysis Index Factor IT Information Technology ILT Instructor-Led Training Intelligent Routing IVA Intelligent Virtual Assistant IVR Interactive Voice Response IXC Interexchange Carrier Internal Part-Timers Internet “Call Me” Interaction Internet “Call-Through” Interaction IoT Internet of Things IP Internet Protocol Interval Interval-Based Accuracy Intraflow Intraweek Forecast Invisible Queue Job Description Job Role Journey Mapping Judgmental Forecasting KPI Key Performance Indicator Knowledge Management Law of Diminishing Returns Lean Six Sigma Least-Occupied Agent LWOP Leave Without Pay Legacy Systems Like Load Balancing LAN Local Area Network Location-Based Services Logged On Logical Agent Login Time Long Call Longest-Available Agent Look-Ahead Queuing Look-Back Queuing Lost Call ML Machine learning Make Busy Managing Customer Feedback Manual Answer Manual Available Measure Mention Metric Modem Modular Jack Moments of Truth Monitoring Monitoring System Most-Idle Agent Multichannel Multichannel Attribution Multimedia Routing and Queuing Mystery Shopper NLP Natural Language Processing Nesting Net Present Value NPS Net Promoter Score Net-Zero Staffing Network NCC Network Control Center Next Available Agent Non-ACD In Calls Normalized Contacts Per Agent Not Ready Occupancy Off-Peak Offered Call Omnichannel Onboarding Open Ticket Outsourcing Overflow Overtime Pareto Chart Peaked Call Arrival Percent Allocation Percent of Contacts Answered Percent of Contacts Transferred Performance Objective Performance Standards Performance Target Personalization Pivot Poisson Pooling Principle PCP Post-Call Processing Priority Queuing Application PBX Private Branch Exchange Private Network Process Process Improvement Process Mapping Products or Services Per Customer Profit Center Project Management Prompted Digits Propensity to Contact Pulse Survey Qualitative Analysis Quality Quality Assurance Quality Assurance Scorecard Quality Management System Quality Monitoring Quality Standards Quantitative Analysis Quantitative Forecasting Queue Queue Display Queue Dynamics Queue Minutes Random Contact Arrival Readerboard Real-Time Adherence Software Real-Time Management Real-Time Report Real-Time Threshold Received Call Recorded Announcement Relationship Survey Resolution Response Time Retention Retrial ROI Return on Investment Right-Party Contact Ring Delay Ring Time RPA Robotic Process Automation RONA Roll Over No Answer Root Cause RSF Rostered Staff Factor Round-Robin Distribution Scatter Diagram Schedule Schedule Compliance Schedule Efficiency Schedule Exception Schedule Horizon Schedule Preference Schedule Trade Scheduled Callback Scheduled Staff vs Screen Monitoring Screen Pop Screen Refresh Seated Agents Self-Service System Service Bureau Service Level SLA Service Level Agreement Service Observing (or Service Observation) Session Session Response Time Session Transaction Time Shift Differential SMS Short Messaging Service Shrinkage Silent Monitoring Simple Smoothing Simultaneous Contacts SIP Trunk Six Sigma Skill Group Skill Path Skills-Based Routing Social Listening Social Media Management Softphone Software as a Service Span of Control Special Causes Speech Analytics Speech Recognition Split Split Shifts Staff Sharing Staff-to-Supervisor Ratio Staffing Model Staggered Shifts Standard Stay Interviews Strategic Staffing Plan Structured Feedback Supervisor Supervisor Monitor Support Center SWAT Team System of Causes Talk Time TBT Technology-Based Training Telemarketing TSR Telephone Sales or Service Representative TSF Telephone Service Factor Temporary Employee Text Analytics Text Messaging TTS Text-to-Speech Thread Threshold Tiered Scheduling Time Series Forecasting Time to Proficiency Top-Down Forecasting Touch-Tone Touchpoints Training Evaluation Transaction Survey Transfer Treatment Average Time Trend Analysis Trending True Calls Per Agent Trunk Trunk Group Trunk Load Turnover Unavailable Work State Unified Reporting UCD Uniform Call Distributor Universal Agent Unstructured feedback Upsell User-Generated Content Utilization Variance Report Vendor Video Chat Virtual Contact Center Virtual Hold Virtual Interviewing VR Virtual Reality Visible Queue VOC Voice of the Customer VoE Voice of the Employee VoIP Voice over Internet Protocol Voice Processing Voice Variables Voicebot Wait Time (Customers) Wallboard Wallet Share Web Call-Through Web Callback Web Chat Web Collaboration Weighted Smoothing Whisper Transfer Word of Mouth WFM Workforce Management WFMS Workforce Management System WFO Workforce Optimization Workload Wrap Codes Wrap-Up Wrap-Up Codes Y Jack Zip Tone Back to Glossary » See Monitoring. or Service Observation