Category: Glossary

When excess calls are rerouted to another group or location to balance workloads and reduce wait times.

A call routing method that allows multiple call center sites to share incoming calls and balance workloads across locations.

Using AI, workflow engines, and integrations to deliver seamless, automated customer experiences across all channels (voice, chat, email, SMS, social media, etc.).

A headset designed to block background noise, helping agents concentrate during customer interactions.

The full set of customer interactions across all digital and voice channels, forming a connected experience throughout the entire lifecycle.

Direct inbound calls to an agent’s personal extension, bypassing the automatic call distributor (ACD).

Personalized support based on real-time context from interactions across multiple channels chosen by the customer.

Time when agents are paid but not handling contacts, such as during training, meetings, or breaks.

Technology that intelligently routes interactions—voice and digital—across all channels using tools like ACD, IVR, and AI chatbots.

An agent status indicating they are not currently available to take calls.