Category: Glossary

The feedback and expectations from internal employees or departments within an organization.

Providing a seamless, consistent customer experience across all touchpoints such as phone, email, chat, and social media.

A call distribution system that allocates calls evenly to available agents based on pre-set logic (not traffic-aware).

Periods when an agent is logged in but not handling calls, including breaks and administrative work.

The amount of time a system or service is operational and available without interruption. It’s a key indicator of reliability in IT and contact center infrastructure.

A unique identifier used by a person to access computer systems or online accounts.

A single piece of speech or text sent to a conversational AI system, such as a command or question.

Consulting and support services that help organizations identify, measure, and capture value from their technology and business investments.

A communication method using video and audio links between people in different locations.

Describes media content—like videos or ads—that spread rapidly across the internet.