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Glossary |
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Make Busy. - The process of setting a trunk or trunk grup to return a busy tnoe to callers or make other communication paths or equipment unavailable. This technique can be used to downsize the number of incoming contacts to understaffed groups. MBWA (Management By Walking Around). - The common practice in contact centers of supervisors/managers physically walking through the center to observe contact handling and overall performance. Monitoring. - The practice of listening to agents' telephone calls to assess the quality with which the call is handled. Also called service observation. May be silent, announced, side-by-side, or recorded for later review. |
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