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
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A disciplined variation of Six Sigma that focuses on the elimination of different kinds of waste in production and service delivery. Related terms: System of Causes, Process, Six Sigma.