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Glossary |
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Schedule Exception. - Any activity not planned in an employee's work schedule, including meetings, training sessions, unscheduled breaks, absenteeism. Schedule. - A record that specifies when an employee is supposed be on duty to handle contacts. The complete definition of a schedule is the days of week worked, start time, break times and durations (as well as paid/unpaid status), and stop time. Scheduled Callback. - A redial established for a specific time in the future Screen Monitoring. - An automated monitoring system capability that allows a supervisor/manager to simultaneously see an agent's screen activity. Screen Pop - Any technology, including IVR, ANI, or CTI, that presents corresponding data on the computer screen simultaneously with the incoming call. Script - The written words and logic to be followed in the handling of a contact that will assist the agent in maintaining focus on the content of the contact Service Level. - Speed of answer goals that are often expressed as the speed of answer to be attained or as some percentage of calls to be answered within some number of seconds (e.g., 80 percent of call answered within 30 seconds). Service Quality. - A measure of how well a call is handled, including such measures as consistency and friendliness of greeting, and ability to handle call to completion. Silent Monitoring - A process that permits a supervisor to listen to both sides of a conversation including an agent and a caller. Used for determining training needs and performance quality. Neither agent nor caller is aware that the monitoring is taking place. Skill Based Routing - A method of routing calls in which the call is routed to the person best able to meet that caller's needs, rather than simply routing to the first available or longest idle agent. Speech Recognition - The capability of a voice processing system to recognize and translate human voice signals into digital signals a computer system can understand. Includes both speaker dependent and speaker independent systems, and may work through discrete syllable recognition (most basic) or continuous speech recognition (most advanced). Split. - An ACD routing division that allows calls arriving on specific trunks or calls of certain transaction types to be answered by specific groups of employees. (Also referred to as gate or group). Supervisor. - Usually, the person who has first-line responsibility for the management of a group of agents. Often has a special telephone or computer terminal for monitoring agents and the system performance. |
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