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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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Recommendation provided by Telecommunication Standardization Sector (ITU-T) defining protocol sessions for audio-visual communication on various packet networks

Handle Time

A sum of time spent in the call and that spent after-call work

Handled Calls

The number of calls handled by the agents excluding abandoned calls


A device held by the user and placed at the ear to receive calls


A device used by the agent to communicate with the caller without requiring a telephone receiver

Help Desk

A department of a contact center that handled questions of customers, mainly related to technical problems

Historical Reports

Data collected on performance during certain period of time

Hit Rate

Percentage of connected calls in comparison to the attempts made

Hold Recall

A feature of telephone systems used to reminding the agents of a caller waiting on hold

Home Agent

An agent working from a remote location

Home Worker

Also often referred to as Virtual Agent and Tele worker, agents associated to a contact center but not working inside its office; a service made possible by advancements in technology

Home-Based Agent

Agents working from home but connected to the contact center that they are working for, through the internet or telephony

Hot Site

A location set as an alternative to be used in times of disaster

House List

A collection of the data compiled by the company regarding all the customers of that company
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