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Answer Rate Number of calls answered by Brand Specialists in comparison to the number of calls offered.
Answer Supervision The signal sent by the automatic call distributor (ACD) or other device to the local or long distance carrier to accept a call and begin applying long-distance charges, when applicable. Application-Based Routing and Reporting The capability of the automatic call distributor (ACD) to route and track transactions by type of call, or application (sales or service, for example), versus the traditional method of routing and tracking by trunk group and Brand Specialist group.
To calculate agent occupancy, the total handle time is divided by the reporting period.
Agent Status The functional state of a Brand Specialist, be it available, on call, off-phone work or other designation. The ability of a computer to mimic human cognitive skills such as learning and understanding.
Architecture The fundamental structure of a system.
An agent handles customer interactions and contacts in the call center.
The ACD recognizes an incoming call and scans for predetermined identifying information.