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