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Glossary |
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Random Call Arrivals. - The normal way in which calls arrive in a call center. In statistical terms, the Variance to Mean Ration equals 1. Real-Time Adherence. - Measurement of how closely agents stick to their planned work schedule. Real-time statistics are available from the ACD to show the current state of any agent; these states can be compared to agent's schedule to determine adherence at any point in time. Recorded Announcement. - An announcement heard by callers while waiting in queue. May provide general information about products or services, remind callers what information to have ready, or provide estimate of wait time and a better time to call back. ReDial. - The act of dialing a telephone number for a second, third, etc. time after the initial attempt. Remote Agent. - An agent physically located outside the contact center. These agents are usually connected to the center on an as-needed or scheduled basis to supply additional answering capability. The agent's equipment is connected to the center using telecommunications links providing the voice and data pathways. Response Time. - In a data system, the elapsed time between the end of transmission of an inquiry message and the beginning of the receipt of the response message measured at the inquiry originating station. Ring Delay (Delay Before Answer). - A setting that can be made on the ACD-PBX that adjusts the number of rings before the system automatically answers the call. When calculating trunk-holding time this delay time must be included for a true total trunk holding time. |
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