ContactCenterWorld - Glossary

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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.

1
	1-800
3
	3G
4
	4G
A
	Abandoned Call
	Above Hold Time
	Account Codes
	ACD
	ACS
	Activity Codes
	ACW
	Adherence Monitoring
	Adherence To Schedule
	Advisory Tones
	After Call Work
	Agent
	Agent
	Agent Desktop
	Agent Group
	Agent Occupancy
	Agent Out Call
	Agent Status
	AHT
	All Trunks Busy
	Analog
	Android
	ANI
	Announcement
	Answer Supervision
	Application Based Routing and Reporting
	Area Code
	Area Code Restriction
	ARU
	ASA
	ATB
	Audio Response Unit
	Audiotex
	Audiotext
	Auto Attendant
	Auto Available
	Auto Greeting
	Auto Wrap-up
	Autodialer
	Autodialler
	Automated Attendant
	Automated Call Sequencer
	Automated Greetings
	Automated Number Identification
	Automatic Call Back
	Automatic Call Distributor
	Automatic Calling Unit
	Automatic Number Identification
	Auxiliary Work State
	Availability
	Available State
	Available Time
	Average Delay
	Average Delay Of Delayed Callers
	Average Delay To Abandon
	Average Handle Time
	Average Holding Time
	Average Speed of Answer
	Average Talk Time
	Average Time to Abandonment
B
	B2B
	Balanced Scorecard
	Base Amount
	Base Staff
	Basic Rate Interface
	Beep Tone
	Benchmark
	Benchmarking
	Best In Class
	Blend
	Blended Agent
	Blockage
	Blocked Call
	Blocking
	Blog
	Bluetooth
	BPO
	BPO
	BRI
	BSC
	Burn Out
	Business Continuity
	Business Process Outsourcer
	Business Process Outsourcing
	Business to Business
	Busy Hour
C
	CaaS
	Calibrate
	Call
	Call Blending
	Call By Call Routing
	Call Center
	Call Centre
	Call Completion Rate
	Call Control Variables
	Call Detail Recording
	Call Forcing
	Call Load
	Call Me Button
	Call Priority
	Call Record
	Callback Messaging
	Caller ID
	Caller-Entered Digits
	Calling Line Identity
	Calls In Queue
	Campaign Management
	Carrier
	Case Based Reasoning
	CCS
	CED
	CEM
	Central Office
	Centum Call Seconds
	Certification
	Circuit
	CLI
	CLI
	Client/Server Architecture
	CO
	Coaching
	Cold Call
	Cold Calling
	Collateral Duties
	Compiled List
	Completed Call
	Completed Contact
	Compliance
	Computer Telephony Integration
	Conditional Routing
	Conflict Management Training
	Consultancy
	Contact Center
	Contact Center Analytics
	Contact Centre
	Contact Centre Analytics
	Content Analytics
	Controlled Busies
	Cost Center
	Cost Centre
	Couponing
	CRM
	Cross-Selling
	CSR
	CTI
	Customer Experience Management
	Customer Relationship Management
	Customer Sensitivity Knowledge Base
	Customer Service Representative
	Customer Support
D
	Dark Fiber
	Dark Fibre
	Data Directed Call Routing
	Data Mining
	Database
	Database Call Handling
	Day Of Week Routing
	DDI
	Delay
	Delay Announcements
	Delay Before Answer
	Delayed Call
	Demographic Overlay
	Dialed Number
	Dialed Number Identification Service
	Digital
	Digital Announcer
	Direct Call Processing
	Direct Dial Inward
	Disaster Planning
	Discrete Speech
	DN
	DNIS
	Double Jack
	DTMF
	Dual-Tone Multifrequency
	Dynamic Answer
E
	E911
	E-Business
	E-Learning
	Electronic Commerce
	Email
	Enquiry
	Envelope Strategy
	Ergonomics
	Erlang
	Erlang Models
	Error Rate
	Escalation Plan
	E-Support
	Exchange Line
	Executive Summary
F
	Facsimile
	Fast Clear Down
	fax
	Fax On Demand
	Fax Over IP
	FIFO
	Firewall
	First In First Out
	Flexagents
	Flushing Out The Queue
	Focus Group
	FoIP
	Forecasting
	Freephone
	FTE
	Full-Time Equivalent
G
	G.729
	Gate
	Gateway
	Global System for Mobile Communications
	Grade Of Efficiency
	Grade Of Service
	GSM
H
	H.323
	Hacker
	Handle Time
	Handled Calls
	Handset
	Headset
	Help Desk
	Historical Reports
	Hit Rate
	Hold Recall
	Home Agent
	Home worker
	Home-Based Agent
	Hot Site
	House List
	Human Resource
I
	Imaging
	Incoming Call Center Management
	Incoming Call Centre Management
	Inquiry
	Integration
	Inter Exchange Carrier
	Interactive Voice Response
	Interflow
	Internal Help Desk
	Internet "Call Me" Transaction
	Internet Call BackTransaction
	Internet Call Through Transaction
	Internet Phone
	Internet Protocol Security
	Internet Telephony
	Intraflow
	Intranet
	Invisible Queue
	IPsec
	ivr
	IVR
	IVR
	IXC
J
	Judgmental Forecasting
	Junk Fax
K
	Key Performance Indicator
	Key Telephone System
	Knowledge Management
	Knowledge, skills, and attributes
	KPI
	KSA
L
	LAN
	Last In First Out
	Law of Diminishing Returns
	LCR
	LDQ
	Least Cost Routing
	LEC
	Legal Holiday
	LIFO
	Link Line
	Live
	Load Balancing
	Local Area Network
	Local Exchange Carrier
	Logged On
	Long Call
	Longest Available Agent
	Longest Delay
	Longest Delay In Queue
	Look Ahead Queuing
	Look Ahead Routing
	Look Back Queuing
	Lost Call
M
	Mailsort
	Make Busy
	Management By Walking Around
	Market Research
	MBWA
	Media Consolidation
	Message Boards
	Messagebank
	Middleware
	Middleware
	Mobile Virtual Network Operator
	Modem
	MOH
	Monitoring
	Multilingual Agents
	Multimedia
	Murphy's Law
	Music on Hold
	Mute
	MVNO
N
	Nearshore Contact Center
	Nearshore Contact Centre
	Net Staffing
	Network Control Center
	Network Control Centre
	Network Inter-flow
	Next Available Agent
	Noise Canceling Headset
	Non ACD In Calls
	Non-Contact
	NPA
	Nuisance Call
	Numbering Plan Area
O
	Occupancy
	Off The Shelf
	Offered Calls
	Off-Peak
	Offshore Outsourcing
	Oldest Call
	Operating Time
	Operator
	Outbound
	Outsourcing
	Outsourcing
	Outsourcing
	Overflow
P
	Pacing Algorithm
	Paid Hours
	Pay As You Go
	PBAX
	PBX
	Peak Traffic
	Peaked Call Arrival
	Percent Allocation
	Percent Utilization
	PoE
	Poisson
	Potential Revenue
	Power over Ethernet
	Predictive Dialing
	Predictive Hang-Up
	Preview Dialer
	PRI
	Primary Agent Group
	Primary Rate Interface
	Private Automatic Branch Exchange
	Private branch exchange
	Private Network
	Problem Resolution Engine
	Profit Center
	Profit Centre
	Progressive Dialer
	PSN
	Public Switched Network
Q
	Qualitative Data
	Quality Assurance
	Quality Management
	Quantitative Data
	Quantitative Forecasting
	Queue
	Queue Time
	Queues
R
	RAN
	Random Call Arrivals
	Real-Time Adherence
	Real-Time Data
	Real-Time Management
	Received Calls
	Recorded Announcement
	Recorded Announcement Route
	Recorder
	ReDial
	Relocation Services
	Remote Agent
	Rep
	Response Analysis
	Response Time
	Restriction
	Retention Rate
	Retrial
	Ring Delay
	Rostered Staff Factor
	Round Robin
	Round Robin Distribution
	RSF
S
	Sales Force Automation
	Schedule Exception
	Scheduled Callback
	Scheduling
	Screen Capture
	Screen Monitoring
	Screen Pop
	Screen Refresh
	Script
	Selective Call Screening
	Service Bureau
	Service Level
	Service Level Agreement
	Service Observing
	Service Quality
	Session Initiation Protocol
	Shared Screen
	Silent Monitoring
	SIP
	SIRS
	Site Selection Criteria
	Six Sigma
	Skill-Based Routing
	Smartphone
	Smooth Call Arrival
	Speech Recognition
	Speech Recognition
	Spike
	Split
	Staff Attrition
	Supervisor
	Suspect
T
	Talk Time
	TAPI
	Tele worker
	Telecommunications
	Telecommuting
	Teleconferencing
	Telemarketing
	Telephone Service Factor
	Telephony
	Telephony Applications Programming Interface
	Telephony Services Application Programming Interface
	Teleworker
	Text to Speech
	Tie Line
	Time Zone Sequencing
	Toll-Free Service
	Touch Tone
	touchtone
	Traffic Control Center
	Traffic Control Centre
	Traffic Engineering
	Traffic Study
	Transaction
	True Calls Per Hour
	Trunk
	Trunk Group
	Trunk Hold Time
	Trunk Load
	Trunks in Service
	TSAPI
	TSF
	TTS
U
	UCD
	UMTS
	Unavailable Work State
	Unified Messaging
	Uniform Call Distributor
	Universal Agent
	Universal Mobile Telecommunications System
	Unlit Fiber
	Unlit Fibre
V
	Virtual Agents
	Virtual Call Center
	Virtual Call Centre
	Virtual Contact Center
	Virtual Contact Centre
	Visible Queue
	VLAN
	VMail
	VMS
	Voice Identification
	Voice Mail
	Voice Over IP
	Voice Processing
	Voice Recognition
	Voice Response Unit
	Voicemail
	VoiceXML
	VoIP
	VRU
	VXML
W
	WAN
	Web Chat
	Web Conferencing
	Web Self Service
	Wide Area Network
	WiMAX
	Workforce Management
	Workforce Management Software
	Workforce Optimization
	Workload
	Wrap-Up Codes
	Wrap-Up Time
Z
	Zip Tone