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Speed Commerce –
Contact Center Glossary

A repository of Contact Center acronyms, jargon, terms, and useful concepts for brands striving to optimize their ecommerce logistics operations.

Contact Center Terms

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  • q

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    • A

  • Abandoned Call

  • Account Code

  • Adherence to Schedule

  • After-Call Work (ACW)

  • Agent

  • Agent Group

  • Agent Occupancy

  • Agent-Out-Call

  • Agent Status

  • Agent Status Codes

  • All Hands on Deck (AHOD)

  • Answer Supervision

  • Answered Call

  • Application Program Interface (API)

  • Application Service Provider (ASP)

  • Application-Based Routing and Reporting

  • Automatic Call Distributor (ACD)

  • Automatic Number Identification (ANI)

  • Automatic Speech Recognition (ASR)

  • Auxiliary Time

  • Average Handle Time (AHT)

  • Average Speed of Answer (ASA)

  • Average Talk Time (ATT)

  • Average Time to Abandon (ATA)

  • Awaiting Further Instructions (AFI)

    • B

  • Back-Office Optimization (BOO)

  • Balanced Scorecard

  • Base Staff

  • Basic Rate Interface (BRI)

  • Best-in-Class (BIC)

  • Blended AI

  • Blended Agents

  • Blockage

  • Blocked Call

  • Business As Usual (BAU)

  • Business Continuity Plan (BCP)

  • Business Continuity and Disaster Recovery (BCDR)

  • Business Intelligence

  • Business Process Outsourcing (BPO)

  • Busy Hour

    • C

  • Call Avoidance

  • Call Blending

  • Call Center (CC)

  • Call Guide

  • Call Detail Record (CDR)

  • Call Forcing

  • Call Management System (CMS)

  • Caller Entered Digits (CED)

  • Calling Line Identity (CLI)

  • Computer Telephony Integration (CTI)

  • Coaching

  • Customer Controlled Routing (CCR)

  • Customer Experience Management (CEM/CXM)

  • Customer Information System (CIS)

  • Customer Relationship Management (CRM)

  • Customer Satisfaction Score (CSAT)

    • D

  • Delay

  • Dialed Number Identification Service (DNIS)

  • Direct Inward Dialing (DID)

  • Dispositions

    • E

  • Email Response Management System (ERMS)

  • End of Service (EOS)

  • Enterprise Application Integration (EAI)

  • Enterprise Resource Planning (ERP)

  • Escalation Plan

  • Expected Wait Time (EWT)

    • F

  • Failure Demand

  • First Call Resolution (FCR)

  • Flushing Out the Queue

  • Full-Time Equivalent (FTE)

    • G

  • Grade of Service

    • H

  • Handled Calls

  • Health Insurance Portability and Accountability Act (HIPAA)

    • I

  • Idle Time

  • Integrated Services Digital Network (ISDN)

  • Intelligent Call Router (ICR)

  • Intelligent Network Service (INS)

  • Interactive Voice Response (IVR)

  • Invisible Queue

    • K

  • Key Performance Indicator (KPI)

  • Key Performance Objective (KPO)

  • Knowledge-Based System

    • L

  • Least Occupied Agent (LOA)

  • Live Chat

  • Local Area Network (LAN)

  • Logged On

  • Longest Waiting Agent

  • Lost Calls

    • M

  • Manual Dialer

  • Monitoring

  • Most Idle Agent (MIA)

    • N

  • Net Promoter Score

  • Next Available Agent (NAA)

    • O

  • Occupancy

  • Off-Peak

  • Omnichannel Customer Service

  • Outsourcing

  • Overflow

    • P

  • Payment Card Industry Data Security Standard (PCI DSS)

  • Private Branch Exchange (PBX)

    • Q

  • Queue

    • R

  • Remote Agents

  • Rest Day Overtime (RDOT)

    • S

  • SureCall

  • Service Level (SL)

  • Service Level Agreement (SLA)

  • Session Initiation Protocol (SIP)

  • Software As a Service (SaaS)

    • T

  • Telephony Applications Programming Interface (TAPI)

  • Text-to-Speech

    • U

  • Unified Communications (UC)

    • V

  • Voice Over Internet Protocol (VoIP)

    • W

  • Wide-Area Network (WAN)

  • Workforce Optimization (WFO)

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