Recorded Announcement Route; also often referred to as Delay Announcements, recorded messages played to callers as they wait for the first available agent
The variation in normal routines of arrivals of calls
Tools that help alerting managers when agents are unable to handle a situation so that the issues can be handled before they grow bigger
Current information of a contact center
Monitoring the levels of queues formed in order to judge the size of the staff in comparison to the queue so that scheduling can be done accordingly
Calls that are received by the agents or those that can be disconnected by the callers
Recorded messages played to the callers before they are able to connect to the first available agent
A feature used to record customer interactions
A feature that allows dialing the most recent number by pressing a single button
Businesses that help other businesses to easily transfer from one location to another
Agents who handle and process calls without being present in the contact center
Also often referred to as Agent; a person designated to handle contacts through email, phone or chat etc. and this person may as well perform additional tasks such as consulting, paper work and others
Number of responses against the total number of attempts targeted
The time calculated from when a caller dials into a contact center up till the time the caller is connected to an agent
Limitations set by phone systems to prohibit callers from making certain types of calls
A one-year long measurement finding the time for which an aged remain with the contact center
Queuing models of which, the studies are restricted to queues with only one or no waiting spot as opposed to multi-server queues which have both impatience as well as customer retrials
Also often referred to as Delay Before Answer; a phone system set to take calls after certain number of rings
RSF; also often referred to as Overlay, it is a numerical factor that helps finding out the smallest possible number of staff required to handle the calls over base staff
Also often referred to as Round Robin Distribution; a system that helps selecting the agent for a call as in the nest agent is selected from the list after the one who took the last call