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Glossary |
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Next Available Agent. - The practice of routing the first contact in queue to the first available agent, maintaining an equitable workload among agents. If no queue exists, contacts are routing the agent idle the longest. Non-Contact. - An attempted contact that results in something other than a live answer (busy signal, no answer, automated answer, etc.) Nuisance Call. - The situation that occurs when a live contact is made with a potential customer, but no live agent is available to match up with the call, resulting in dead air space to the customer. |
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