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Letter: 3 | A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | Z

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.

1 
1-800
3 
3G
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 
E-Business
E-Learning
E-Support
E911
Electronic Commerce
Email
Enquiry
Envelope Strategy
Ergonomics
Erlang
Erlang Models
Error Rate
Escalation Plan
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 
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
Off-Peak
Offered Calls
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
VoIP
VRU
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

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