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Glossary |
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Occupancy. - Generally a percent of logged in time that an agent spends in active contact handling (i.e., on incoming calls, in wrap up, on outbound calls). Off-Peak - Periods of time other than the call center's busiest periods. Off-peak times are used to accomplish non-phone work in most centers. Term also used to refer to discount time periods by telecommunications carriers. Offered Call. - A call that is received by the ACD. Offered calls are then either answered by a resource (handled) or abandoned. Outsourcing. - Contracting with an outside company to handle some or all contacts with customers. Overflow - Contacts that route from one place to another group or site. Intraflow is the term used to describe the routing of contacts to another group within the same ACD, while interflow refers to routing a contact from one ACD to another site. |
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