A network within a designated space connecting computers so that they can share certain bits of information
Last In First Out; the first call leaving and being the last one to come through
The lowering peripheral improvements in service level which can be divided amongst all available agents
Least Call Routing; a feature of telephone systems that can connect the caller to the system that will be most economical
Also often referred to as LDQ, Longest Delay in Queue, Oldest Call; the maximum amount of time spent by an agent on hold before getting to an agent or disconnecting
LEC; providers of local telephone services, are often local phone companies
Holidays on which, the agents are paid extra for working
A number charged at varying rates and normally connected to a DDI Number Added DA. The number usually has prefixes of 0800, 0870 and 0845
Call centers or contact centers that put agents through live agents instead of automated recordings and tapes
The process during which contact are balanced through division amongst different agent groups, sites or queues
A position of an agent’s being connected to a system
Calls longer than 30 minutes
Agent who has not been with any caller for the longest period of time and is now the ‘next available agent’
The ability of a system to check the availability of an agent group or trunk group before routing any callers there
The call that is disconnected before the caller gets the agent
The ability of the system to look into the primary queue as a call is transferred to the secondary queue and if the traffic has relieved, the call can be sent back to the primary queue