Glossary
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Adherence / Schedule Adherence
What is Adherence (Schedule Adherence)? Schedule adherence measures how closely an agent's actual activity, when they're on calls, on break, in...
Automated Attendant / Auto Attendant
What is an Automated Attendant (Auto Attendant)? An automated attendant, or auto attendant, is a system that answers incoming calls and offers a menu...
Automatic Callback
What is Automatic Callback? Automatic callback is a queue feature that lets a caller opt to receive a call back once an agent becomes available,...
Automatic Number Identification (ANI)
Definition: Automatic Number Identification (ANI) is a telecommunications feature that automatically identifies and displays the originating phone...
Automatic Speech Recognition (ASR)
What is Automatic Speech Recognition (ASR)? Automatic Speech Recognition (ASR) is a technology that converts spoken language into written text in...
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Call Barging
What is Call Barging? Call barging is a supervisor feature that lets a manager join a live call in progress, audible to both the agent and the...
Call Blending
What is Call Blending? Call blending is the technology and process that lets a contact center dynamically mix inbound and outbound call handling...
Call Flow
What is Call Flow? A call flow is the designed path a call takes from the moment it's received to its resolution, covering every decision point,...
Call Recording
What is Call Recording? Call recording is the practice of capturing audio of phone conversations, typically for quality monitoring, dispute...
Call Script
What is a Call Script? A call script is a structured guide, ranging from word-for-word text to a looser set of talking points, that an agent follows...
Call Time or Talk Time
Definition: Talk time refers to the duration that an agent spends on the phone talking to customers during calls. Key Elements: Measurement:...
Call Whisper
What is Call Whisper? Call whisper is a supervisor feature that lets a manager speak privately to an agent during a live call, audible only to the...
Click-to-Call
What is Click-to-Call? Click-to-call is a feature that lets a user initiate a phone call by clicking a button on a website, app, or CRM, rather than...
Concurrent Call Limit
What is Concurrent Call Limit? Concurrent call limit is the maximum number of calls a phone system, number, or trunk can handle simultaneously at any...
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Data Residency
What is Data Residency? Data residency refers to the physical or geographic location where a business's data is stored and processed, and the legal...
Dialed Number Identification Service (DNIS)
What is Dialed Number Identification Service (DNIS)? Dialed Number Identification Service (DNIS) identifies which specific number a caller dialed to...
Direct Inward Dialing (DID)
What is Direct Inward Dialing (DID)? Direct Inward Dialing (DID) is a telephony feature that lets an external caller reach a specific extension,...
DoT License
What is a DoT License? A DoT license is an authorization issued by India's Department of Telecommunications that permits an entity to operate...
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Erlang C Formula
What is the Erlang C Formula? The Erlang C formula is a mathematical model used in workforce management to calculate how many agents are needed to...
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Intelligent Call Router (ICR)
What is an Intelligent Call Router (ICR)? An Intelligent Call Router (ICR) directs incoming calls to the most appropriate agent or destination based...
Interval (WFM)
What is an Interval in Workforce Management? An interval, in workforce management, is the fixed block of time, commonly 15 or 30 minutes, into which...
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Mean Absolute Percentage Error (MAPE)
What is Mean Absolute Percentage Error (MAPE)? Mean Absolute Percentage Error (MAPE) is a metric used to measure how accurate a forecast was,...
Missed Call Service
What is Missed Call Service? Missed call service lets a customer trigger an action, such as requesting a callback, confirming an order, or...
Mobile Number Portability (MNP)
What is Mobile Number Portability (MNP)? Mobile Number Portability (MNP) lets a customer switch to a different telecom operator while keeping their...
Mobile Voice
Definition: Mobile voice refers to the capability of mobile devices to facilitate voice communications using various technologies, including VoIP....
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Patient Access
What is Patient Access? Patient access, in a healthcare contact center context, refers to the systems and processes that let patients reach a...
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Ring Group
What is a Ring Group? A ring group is a set of phone extensions or agents configured to receive an incoming call together, according to a defined...
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Sentiment Analysis
Definition: Sentiment analysis is a method used to evaluate the tone of written or spoken language, determining whether the sentiment is positive,...
140 Series Number
What is a 140 Series Number? A 140 series number is a telephone number range in India, starting with the prefix 140, that TRAI has designated for...
160 Series Number
What is a 160 Series Number? A 160 series number is a telephone number range in India reserved for transactional and service voice calls, such as...
SIP Trunking
What is SIP Trunking? SIP trunking is a method of delivering voice calls over the internet using the Session Initiation Protocol (SIP), replacing...
Softphone
Definition: A softphone is a software-based phone system that allows users to make phone calls over the internet without needing physical hardware....
Software as a Service (SaaS)
Definition: Software as a Service (SaaS) is a cloud-based software distribution model where applications are hosted on remote servers and accessed...
Speech Analytics
Definition: Speech analytics involves the analysis of recorded calls to extract valuable insights regarding customer interactions and sentiments Key...
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1800 Toll-Free Number
What is a 1800 Toll-Free Number? A 1800 toll-free number is a business phone number where the cost of the call is borne by the business receiving it...
TRAI Compliance for Contact Centers
What is TRAI Compliance for Contact Centers? TRAI compliance for contact centers means following the Telecom Regulatory Authority of India's rules on...
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Virtual Mobile Number (VMN)
What is a Virtual Mobile Number (VMN)? A Virtual Mobile Number (VMN) is a cloud-based phone number that isn't tied to a physical SIM card or handset,...
Voice Biometrics
What is Voice Biometrics? Voice biometrics is a technology that identifies or verifies a person's identity based on the unique physical and...
Voice Broadcast
What is Voice Broadcast? Voice broadcast is the practice of sending a pre-recorded audio message to a large list of phone numbers automatically,...
Voice OTP / Missed-Call-Based Authentication
What is Voice OTP / Missed-Call-Based Authentication? Voice OTP is a method of delivering a one-time password by an automated voice call rather than...
Voice Over Internet Protocol (VoIP)
Definition: Voice over Internet Protocol (VoIP) is a technology that allows for the transmission of voice communications over the internet instead of...
Voice Platform
Definition: A voice platform is a technology framework that facilitates voice communication services, including IVR and speech recognition. Key...