Category: Glossary

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.

Describes how AI and automation improve efficiency, response times, and personalization in customer service.

Using AI to streamline and improve how customer questions are answered and managed.

A next-generation customer service setup that uses AI to automate and enhance call center operations.

Unplanned or unauthorized absence from work. A high absenteeism rate can affect agent availability and overall service quality.