Primary Rate Interface (PRI)
Primary Rate Interface (PRI) is commonly configured for larger contact centers that require fewer (more trunk) lines. PRIs are typically […]
Maximum Delay to Abandon
Maximum Delay to Abandon is an important metric that is used to supervise how long a caller waits so that
Average Delay to Answer (ADT)
In contact center management, the average delay to answer (ADT) is a metric that reflects the amount of time it
Mean Time to Repair (MTTR)
In the contact center industry Mean time to repair (MTTR) metrics are used to calculate the amount of time that
Key Telephone System (KTS)
Key telephone system (KTS) is an advanced automated telephone switching system that has been specially designed for telephone networks. The
Call Routing
Call Routing in call center is the process of arranging, activating, modifying and controlling all inbound and outbound calls. Call
File Transfer Protocol (FTP)
Learn More: Are Your Technology Suppliers and Partners HITRUST Certified? FTP (File Transfer Protocol) is an Internet protocol used to
Agent Status
Read More: HITRUST – And Why It Matters In the context of contact center management, agent status refers to the