Lost Calls
Lost calls are abandoned call – these are all calls that never progress beyond the initial greeting. This can be […]
Look-Ahead Routing
Read More: A Midwest Story of Innovation Look-Ahead Routing is a very important function in contact centers which helps to
Automatic Call Sequencer (ACS)
Related: Skills-based Routing to get the Right Communication to the Right Employee The Automatic Call Sequencer (ACS) is a computer-based
Longest Available Agent
Learn More: Are Your Technology Suppliers and Partners HITRUST Certified? Longest Available Agent – also called the Longest Waiting Agent
Auxiliary Time (AUX)
Read More: Avoid Capital Expenditures & Expensive Phone Switch Upgrades Auxiliary Time (AUX) is the time the agent spends on
Invisible Queue
Invisible Queue is a technology that helps the voice agents to manage their time. The agent presses a button to
Envelope Scheduling
Envelope scheduling is a contact center scheduling methodology that addresses the fact that call volume changes over time. Most contact
Call Detail Record (CDR)
In contact center terminology, a call detail record (CDR) refers to the collection of information about a specific call to