Call. Also called a Lost Call. The caller hangs
up before reaching an agent.
Codes. See Wrap-Up Codes.
To Schedule. A general term that refers to how
well agents adhere to their schedules. Can include both a) how
much time they were available to take calls during their shifts,
including the time spent handling calls and the time spent waiting
for calls to arrive (also called Availability), and b) when they
were available to take calls (also called Compliance or Adherence).
See Real-Time Adherence Software and Occupancy.
Work (ACW). Also called Wrap-up and Post Call
Processing (PCP). Work that is necessitated by and immediately
follows an inbound transaction. Often includes entering data,
filling out forms and making outbound calls necessary to complete
the transaction. The agent is unavailable to receive another inbound
call while in this mode.
The person who handles incoming or outgoing calls. Also
referred to as customer service representative (CSR), telephone
sales or service representative (TSR), rep, associate, consultant,
engineer, operator, technician, account executive, team member,
customer service professional, staff member, attendant and specialist.
Did we miss any?
See Average Number of Agents.
Group. Also called Split, Gate, Queue or Skills
Group. A collection of agents that share a common set of skills,
such as being able to handle customer complaints.
Out Call. An outbound call placed by an agent.
Status. The mode an agent is in (Talk Time, After-Call
Work, Unavailable, etc.).
Trunks Busy (ATB). When all trunks are busy in
a specified trunk group. Generally, reports indicate how many
times all trunks were busy, and how much total time all trunks
were busy. What they don't reveal is how many callers got busy
signals when all trunks were busy.
Telephone transmission or switching that is not digital.
Signals are analogous to the original signal.
A recorded verbal message played to callers.
Supervision. The signal sent by the ACD or other
device to the local or long distance carrier to accept a call.
ThatÍs when billing for either the caller or the call center
will begin, if long distance charges apply.
Call. When referring to an agent group, a call
counted as answered when it reaches an agent.
Based Routing and Reporting. The ACD capability
to route and track transactions by type of call, or application
(e.g., sales, service, etc.), versus the traditional method of
routing and tracking by trunk group and agent group.
The basic design of a system. Determines how the components
work together, system capacity, upgradeability, and the ability
to integrate with other systems.
A voice processing capability that enables callers to
automatically access pre-recorded announcements. See Voice Processing.
Available. An ACD feature whereby the ACD is
programmed to automatically put agents into Available after they
finish Talk Time and disconnect calls. If they need to go into
After-Call Work, they have to manually put themselves there. See
Greeting. Agent's pre-recorded greeting that
plays automatically when a call arrives.
Wrap-up. An ACD feature whereby the ACD is programmed
to automatically put agents into After-Call Work after they finish
Talk Time and disconnect calls. When they have completed any After-Call
Work required, they put themselves back into Available. See Auto
Attendant. A voice processing capability that
automates the attendant function. The system prompts callers to
respond to choices (e.g., press one for this, two for thatÉ")
and then coordinates with the ACD to send callers to specific
destinations. This function can reside in an on-site system or
in the network.
Call Distributor (ACD). The specialized telephone
system used in incoming call centers. It is a programmable device
that automatically answers calls, queues calls, distributes calls
to agents, plays delay announcements to callers and provides real-time
and historical reports on these activities. May be a stand-alone
system, or ACD capability built into a CO, network or PBX.
Call Sequencer (ACS). A simple system that is
less sophisticated than an ACD, but provides some ACD-like functionality.
Number Identification (ANI). A telephone network
feature that passes the number of the phone the caller is using
to the call center, real-time. ANI may arrive over the D channel
of an ISDN PRI circuit (out of band signaling), or before the
first ring on a single line (inband signaling). ANI is delivered
from long distance companies. Caller ID is the local phone company
version of ANI, and is delivered inband. ANI is a North American
term, and Calling Line Identification (CLI) is an alternative
term used elsewhere.
Work State. An agent work state that is typically
not associated with handling telephone calls. When agents are
in an auxiliary mode, they will not receive inbound calls.
See Adherence to Schedule.
State. Agents who are signed on to the ACD and
waiting for calls to arrive.
Time. The total time that an agent or agent group
waited for calls to arrive, for a given time period.
Delay. See Average Speed of Answer.
Delay of Delayed Calls. The average delay of
calls that are delayed. It is the total Delay for all calls divided
by the number of calls that had to wait in queue. See Average
Speed of Answer.
Handle Time (AHT). The sum of Average Talk Time
and Average After-Call Work for a specified time period.
Holding Time on Trunks (AHT). The average time
inbound transactions occupy the trunks. It is: (Talk Time + Delay
Time)/Calls Received. AHT is also an acronym for Average Handling
Time, which has a different meaning.
Number of Agents. The average number of agents
logged into a group for a specified time period.
Speed of Answer (ASA). Also called Average Delay.
The average delay of all calls. It is total Delay divided by total
number of calls. See Average Delay of Delayed Calls.
Time to Abandonment. The average time that callers
wait in queue before abandoning. The calculation considers only
the calls that abandon.