Category: Glossary

An application that enables users to send out mass text messages to communicate with large groups of customers.

Transactions that occur between businesses and individual consumers.

Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.

These activities could include handling calls, responding to emails or chats, taking breaks, and participating in training. Each activity represents a specific task or status that is tracked to ensure smooth and efficient operations in the contact center.

Advanced virtual assistants powered by AI that help customers solve problems or complete tasks independently.

An important indicator in contact centers that shows whether agents are working according to their assigned schedule. This includes starting shifts on time, taking breaks as scheduled, and returning to work promptly. High adherence levels indicate an agent’s discipline and work efficiency, which are crucial for maintaining productivity and the quality of customer service.

Customer service solutions that combine cloud computing and AI to manage interactions across phone, chat, email, and social media.

Refers to the admin tasks an agent performs after a customer interaction, such as updating records, logging details, and scheduling follow-ups. ACW ensures accurate data capture and supports service efficiency.

Interactions that leverage AI to simulate human-like conversations in digital spaces.

A person who works in a contact center and is responsible for direct interaction with customers through inbound or outbound communication, whether via phone, chat, email, or other digital channels. An agent’s tasks include assisting customers in placing orders, resolving issues, providing basic technical guidance, and answering questions about services or policies.