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Definitions
Definitions of key contact centre terms and phrases. Also found in our
Contact Centre Jargon Glossary
.>
5,221
What is an Account Code?
972
What Is an After-Call Survey?
6,845
What is an Agent Status Code?
2,002
What is an Auto Attendant?
181
What Is an Automatic Call Distributor (ACD)?
4,679
What is an Emoji?
118
What Is an Erlang Calculator?
180
What Is an Integrated Services Digital Network (ISDN)?
2,589
What is an Intranet?
38,750
What is an Invisible Queue?
5,991
What is an Outbound Call Centre?
3,554
What is an Outbound Dialling Campaign?
1,075
What Is Attrition?
3,231
What is Auxiliary Work State?
17,904
What is Available Time?
458
What Is Average Handling Time (AHT)?
46,452
What is Average Speed of Answer?
49,663
What is Average Talk Time?
51
What Is Average Time to Abandon (ATA)?
1,364
What is Bluetooth?
766
What Is Business as Usual (BAU)?
1,353
What is Business Networking?
1,131
What is Business to Business – B2B?
4,237
What is Business to Consumer (B2C)?
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