Jargon at contact centers

A technology that converts spoken language into text and can automate parts of a call.

A system that automatically answers incoming calls and directs them to the best available agent while tracking performance.

The time an agent spends speaking with a customer (not including hold or after-call work).

A person who answers customer calls (customer service representative).

The current state of an agent (busy, idle, available, wrap, etc.).

The total time an agent spends handling a customer interaction from start to finish.

A call that is ended by the customer before speaking to an agent.

An agent who handles both inbound and outbound calls.