Jargon at contact centers

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

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

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.

An agent who handles both inbound and outbound calls.

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

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

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