Expected Wait Time (EWT)
Expected wait time (EWT) is the actual amount of time expected of a caller to wait during their call for […]
Marquee Messages
A marquee is the line of text or graphics that scrolls across the header area at the top of the
Call Metering
Call Metering in a contact center allows tracking incoming and outgoing calls, call duration. Call metering enables recording of both
Average Delay to Abandon
Call center metrics: The Average Delay to Abandon is the average time between when a customer reaches an interactive voice
Agent
A contact center agent typically works in a call center environment. It is their role to answer calls and offer
How Technology is Bringing Personalization to Digital Healthcare Services
Like nearly every other industry around the globe, the healthcare industry has experienced a significant amount of change in 2020. From the havoc that
Call Recording
Call recording is a feature of intelligent contact centers, in order to monitor the quality of their agents or customer
Agent Group, Split Or Gate
Agent groups can be “Split or Gate” is a mechanism used in contact centers to either divert calls based on