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Glossary |
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UCD (Uniform Call Distributor). - A device for distributing many incoming calls uniformly among a group of agents. Generally less intelligent and less costly than an ACD. A UCD will distribute calls following a predetermined logic, for example "top down" or "round robin." It is typically unable to route calls based on real-time traffic load, or which agent has been busiest or idle the longest. Unavailable Time. - The amount of time the agent is not ready to accept inbound or place outbound contacts. Unavailable time may include breaks, lunches, auxiliary time for processing administrative work, etc. Universal Agent. - An agent that can handle multiple types of contacts. |
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