Category: Glossary

An analysis of call volumes to predict future contact center needs and performance.

The number of actual calls handled, adjusted by agent occupancy rate.

Live, two-way conversations that occur simultaneously between agent and customer.

A communication line that connects phone systems or carries voice/data between telecom switches.

Monitoring social media for mentions of your brand to gather insights and respond effectively.

See: Telephone Service Factor.

Raw information collected from various inputs or systems before it is processed or analyzed. It serves as the foundation for reporting, decision-making, and generating insights in business operations.

Technology that converts written text into spoken voice output.

Software that enables computers to control phone calls—such as dialing, holding, and transferring.

The percentage of employees who leave an organization within a specific period, often used to measure workforce stability and retention.