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Glossary

If you are new to the industry or are just trying to keep up with the latest terms and definitions, review ContactCenterWorld.com's Glossary below.

A
	Abandoned Call
	Above Hold Time
	Account Codes
	Adherence Monitoring
	Advisory Tones
	After Call Work
	Agent
	Agent Desktop
	Agent Group
	Analog
	Area Code Restriction
	Audiotext
	Auto Attendant
	Auto Greeting
	Automated Call Sequencer
	Automated Number Identification
	Automatic Call Distributor (ACD)
	Automatic Number Identification (ANI)
	Available State
	Average Handle Time (AHT)
	Average Holding Time
	Average Speed of Answer (ASA)
	Average Talk Time
B
	Base Amount
	Base Staff
	Beep Tone
	Benchmark
	Best In Class
	Blend
	Blended Agent
	Blocked Call
	Blog
	Burn Out
	Business Continuity
	Business Process Outsourcer (BPO)
	Business Process Outsourcing
C
	Calibrate
	Call Blending
	Call Center
	Call Completion Rate
	Call Forcing
	Call Priority
	Call Record
	Calls In Queue
	Campaign Management
	Case Based Reasoning
	Certification
	Circuit
	Coaching
	Cold Call
	Compiled List
	Compliance
	Computer Telephony Integration (CTI)
	Conflict Management Training
	Consultancy
	Contact Center Analytics
	Content Analytics
	Couponing
	Customer Experience Management
	Customer Relationship Management (CRM)
	Customer Sensitivity Knowledge Base
	Customer Support
D
	Day Of Week Routing
	Delay
	Delay Announcements
	Delayed Call
	Demographic Overlay
	Dialed Number (DN)
	Digital Announcer
	Discrete Speech
	Dual-Tone Multifrequency (DTMF)
E
	E- Business
	E- Learning
	E- Support
	Electronic Commerce
	Email
	Envelope Strategy
	Ergonomics
	Error Rate
	Escalation Plan
	Executive Summary
F
	Facsimile (FAX)
	Fast Clear Down
	Fax On Demand
	Fax Over IP
	Firewall
	First In First Out (FIFO)
	Flexagents
	Flushing Out The Queue
	Focus Group
	Forecasting
G
	Gateway
	Grade Of Efficiency
	Grade Of Service
H
	Hacker
	Handled Calls
	Headset
	Help Desk
	Historical Reports
	Hold Recall
	Home Agent
	Home-Based Agent
	Hot Site
	House List
	Human Resource
I
	Imaging
	Inquiry
	Integration
	Interactive Voice Response (IVR)
	Internal Help Desk
	Internet Call BackTransaction
	Internet Call Through Transaction
	Internet Telephony
	Intranet
	Invisible Queue
J
	Judgmental Forecasting
	Junk Fax
K
	Key Performance Indicator (KPI)
	Knowledge Management
L
	Last In First Out (LIFO)
	Least Cost Routing (LCR)
	Legal Holiday
	Live
	Local Area Network (LAN)
	Local Exchange Carrier (LEC)
	Logged On
	Long Call
	Longest Available Agent
	Longest Delay
M
	Market Research
	Media Consolidation
	Message Boards
	Middleware
	Modem
	Monitoring
	Multilingual Agents
	Mute
N
	Nearshore Contact Center
	Net Staffing
	Network Control Center
	Next Available Agent
	Noise Canceling Headset
	Non ACD In Calls
O
	Offered Calls
	Offshore Outsourcing
	Operating Time
	Operator
	Outbound
	Outsourcing
	Overflow
P
	Paid Hours
	Peaked Call Arrival
	Potential Revenue
	Predictive Dialing
	Primary Agent Group
	Private Network
	Problem Resolution Engine
	Public Switched Network (PSN)
Q
	Qualitative Data
	Quality Assurance
	Quality Management
	Quantitative Data
	Quantitative Forecasting
	Queue
R
	Real-Time Data
	Real-Time Management
	Received Calls
	Recorder
	Relocation Services
	Remote Agent
	Response Analysis
	Response Time
	Restriction
	Retention Rate
	Round Robin
S
	Sales Force Automation
	Scheduling
	Screen Capture
	Screen Monitoring
	Selective Call Screening
	Service Bureau
	Service Level Agreement
	Shared Screen
	Silent Monitoring
	SIRS
	Site Selection Criteria
	Skill-Based Routing
	Smooth Call Arrival
	Speech Recognition
	Spike
	Staff Attrition
	Supervisor
	Suspect
T
	Talk Time
	Telecommunications
	Teleconferencing
	Telemarketing
	Telephony
	Teleworker
	Time Zone Sequencing
	Toll-Free Service
	True Calls Per Hour
	Trunk
U
	Unavailable Work State
	Unified Messaging
	Uniform Call Distributor (UCD)
	Universal Agent
V
	Virtual Agents
	Virtual Contact Center
	Visible Queue
	Voice Over IP
	Voice Recognition
W
	Web Chat
	Web Conferencing
	Web Self Service
	Wide Area Network (WAN)
	Workforce Management Software
	Workload

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