Category: Glossary

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.

A software solution or suite of applications designed to equip contact center agents with essential information, resources, and tools required to effectively handle customer interactions.

An approach that emphasizes the importance of giving contact center agents freedom, trust, and adequate training so they can provide more proactive and solution-oriented customer service.

The proportion of time that contact center agents spend actively handling customer interactions compared to their total logged-in or working hours in a workforce management system.

Performance reports that provide statistical insights into an agent’s work, including average handle time, unavailable time, and call logs.

The current activity state of a contact center agent (e.g., available, on break, in a call).

The total amount of time an agent spends either handling customer interactions or engaged in work-related activities such as breaks, meetings, and training.

AI systems that function as autonomous agents, making decisions, learning from interactions, and adapting to changes.

A key metric in contact centers, measuring the average duration of a customer interaction from start to finish.