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Call Center Glossary of Terms


Abandoned Call

Also called a Lost Call. The caller hangs up before reaching an agent.

Activity Codes

See Wrap-Up Codes.

Adherence To Schedule

A general term that refers to how well agents adhere to their schedules. Can include both a) how much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive (also called Availability), and b) when they were available to take calls (also called Compliance or Adherence). See Real-Time Adherence Software and Occupancy

After-Call Work

Also called Wrap-up and Post Call Processing (PCP). Work that is necessitated by and immediately follows an inbound transaction. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode.

Agent

The person who handles incoming or outgoing calls. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. Did we miss any?

Agents

See Average Number of Agents.

Agent Group

Also called Split, Gate, Queue or Skills Group. A collection of agents that share a common set of skills, such as being able to handle customer complaints.

Agent Out Call

An outbound call placed by an agent.

Agent Status

The mode an agent is in (Talk Time, After-Call Work, Unavailable, etc.).

All Trunks Busy

When all trunks are busy in a specified trunk group. Generally, reports indicate how many times all trunks were busy, and how much total time all trunks were busy. What they don't reveal is how many callers got busy signals when all trunks were busy.

Analog

Telephone transmission or switching that is not digital. Signals are analogous to the original signal.

Announcement

A recorded verbal message played to callers.

Answer Supervision

The signal sent by the ACD or other device to the local or long distance carrier to accept a call. Thats when billing for either the caller or the call center will begin, if long distance charges apply.

Answered Call

When referring to an agent group, a call counted as answered when it reaches an agent.
Application Based Routing and Reporting
The ACD capability to route and track transactions by type of call, or application (e.g., sales, service, etc.), versus the traditional method of routing and tracking by trunk group and agent group.

Architecture

The basic design of a system. Determines how the components work together, system capacity, upgradeability, and the ability to integrate with other systems.

Audiotex

A voice processing capability that enables callers to automatically access pre-recorded announcements. See Voice Processing.

Auto Available

An ACD feature whereby the ACD is programmed to automatically put agents into Available after they finish Talk Time and disconnect calls. If they need to go into After-Call Work, they have to manually put themselves there. See Auto Wrap-up.

Auto Greeting

Agent's pre-recorded greeting that plays automatically when a call arrives.

Auto Wrap-up

An ACD feature whereby the ACD is programmed to automatically put agents into After-Call Work after they finish Talk Time and disconnect calls. When they have completed any After-Call Work required, they put themselves back into Available. See Auto Available.

Automated Attendant

A voice processing capability that automates the attendant function. The system prompts callers to respond to choices (e.g., press one for
his, two for that") and then coordinates with the ACD to send callers to specific destinations. This function can reside in an on-site system or in the network.

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