Call Selection

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