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Definitions

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

letterboard with acronym SLA for "service level agreement"

What Is a Service Level Agreement?

people stood on rocks in the sea

What Is a Silo?

What is a Spike in Call Volumes?

Leadership, success, and teamwork concept

What Is a Team Leader (TL)?

Web UI and an illustration of a user interface

What Is a Web UI?

What is a Wrap-Up Code?

acw call

calendars in hand

What Is Adherence?

clocks on the wall

What Is Agent Ramp-Up Time?

AI microlearning written on picture of elearning symbols

What Is AI Microlearning?

all hands on deck

What is All Hands on Deck?

accounts ledger

What is an Account Code?

status sign

What is an Agent Status Code?

What is an Auto Attendant?

hand holding old and retro telephone headset

What Is an Automatic Call Distributor (ACD)?

emoji

What is an Emoji?

Employee Engagement Survey sign written on sticky note

What Is an Employee Engagement Survey?

Pen and calculator with the words erlang calculator

What Is an Erlang Calculator?

Global world network and telecommunication concept with the words integrated services digital network isdn

What Is an Integrated Services Digital Network (ISDN)?

IVR survey in neon lights

What Is an Interactive Voice Response (IVR) Survey?

intranet

What is an Intranet?

queue shoes

What is an Invisible Queue?

Omnichannel CX with lightbulb and channel icons

What Is an Omnichannel Customer Experience?

cup phone

What is an Outbound Call Centre?