The s term refers to an inbound contact that waited to be connected but ended communication before being transferred. In outbound contacts, this term refers to an occurrence in which the predictive dialer ends communication because the system or agent was unable to connect.
An individual who handles the customer interaction resulting from inbound and/or outbound contact. See related: Customer Service Representative (CSR).
Agent coaching is the term used when QA managers use performance activity, insights, and other data from customer interactions to use when giving call center agents feedback so that they can improve their skills and fill in knowledge gaps.
Agent experience refers to the overall experience of the contact center agent related to the type of support provided by the employer to help the agent complete regular job duties, as well the employee benefits, incentives, agent coaching programs, onboarding and regular skills training, and anything else that affects how the agent engages with their employer.
Agent scorecards provide a consistent, unbiased scoring method to help managers and agents understand individual and team performance related to scorable categories, such as an agent’s average handle time, call dispositions, and any other performance indicators that QA mangers want to score and monitor.
Tools or features that automatically analyze data to reveal insights and trends that contact center managers and coaches can use to improve key performance indicators and call center operations.
Application Programming Interface (API)
A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.
Artificial Intelligence (AI)
Cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to circumstances.
Automated Call Scoring
The process of automatically scoring customer interactions based on “scorable events,” such as the use of a greeting or script compliance
Automated Call Transcriptions
Also known as speech-to-text transcriptions, automated call transcriptions are searchable text documents converted from recorded phone conversations.
Average Handle Time (AHT)
The average sum of the amount of talk time (for the agent and caller when applicable) and hold time for the caller during a call.