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A person who answers customer calls (customer service representative).
Agent
The current state of an agent (busy, idle, available, wrap, etc.).
Agent Status
A system that automatically answers incoming calls and directs them to the best available agent while tracking performance.
Automatic Call Distributor (ACD)
The total time an agent spends handling a customer interaction from start to finish.
Average Handling Time (AHT)
A technology that converts spoken language into text and can automate parts of a call.
Automatic Speech Recognition (ASR)
The time an agent spends speaking with a customer (not including hold or after-call work).
Average Talk Time
A call that is ended by the customer before speaking to an agent.
Abandoned Call
An agent who handles both inbound and outbound calls.
Blended Agent
