Definitions

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

accounts ledger

5,221

What is an Account Code?

Customer Experiences After Call Survey Concept

972

What Is an After-Call Survey?

status sign

6,845

What is an Agent Status Code?

2,002

What is an Auto Attendant?

hand holding old and retro telephone headset

181

What Is an Automatic Call Distributor (ACD)?

emoji

4,679

What is an Emoji?

Pen and calculator with the words erlang calculator

118

What Is an Erlang Calculator?

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

180

What Is an Integrated Services Digital Network (ISDN)?

intranet

2,589

What is an Intranet?

queue shoes

38,750

What is an Invisible Queue?

cup phone

5,991

What is an Outbound Call Centre?

phone keypad

3,554

What is an Outbound Dialling Campaign?

attrition people in circle

1,075

What Is Attrition?

aux-work-state

3,231

What is Auxiliary Work State?

available

17,904

What is Available Time?

exploding clock

458

What Is Average Handling Time (AHT)?

46,452

What is Average Speed of Answer?

49,663

What is Average Talk Time?

Phone as centre of clock with words average time to abandon ata

51

What Is Average Time to Abandon (ATA)?

1,364

What is Bluetooth?

Headset headphones telephone and laptop in call center

766

What Is Business as Usual (BAU)?

linked paper people

1,353

What is Business Networking?

1,131

What is Business to Business – B2B?

b2c

4,237

What is Business to Consumer (B2C)?

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