Call Center Glossary of Terms

Glossary I - M

Imaging. A process whereby documents are scanned into a system and stored electronically.

Immutable Law. A law of nature that is fundamental, and not changeable (e.g., the law of gravity). In an inbound contact center, the fact that occupancy goes up when service level goes down, is an immutable law.

Inbound Contact Center. Contact centers that predominantly provide services that support calls received from or initiated by a customer. This includes help desk, customer support, reservations, and order taking.

Incoming Call Center Management. The art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality.

Incremental Revenue (Value) Analysis. A methodology that estimates the value (cost and revenue) of adding or subtracting an agent.

Index Factor. In forecasting, a proportion used as a multiplier to adjust another number.

Integrated Services Digital Network (ISDN). A set of international standards for telephone transmission. ISDN provides an end-to-end digital network, out-of-band signaling, and greater bandwidth than older telephone services. The two standard levels of ISDN are Basic Rate Interface (BRI) and Primary Rate Interface (PRI). See Basic Rate Interface and Primary Rate Interface.

Inter Exchange Carrier (IXC). A long-distance telephone company.

Interactive Voice Response (IVR). See Voice Response Unit.

Interflow. See overflow.

Internal Help Desk. A group that supports other internal agent groups, e.g. for complex or escalated calls.

Internal Response Time. The time it takes an agent group that supports other internal groups (e.g., for complex or escalated tasks) to respond to transactions that do not have to be handled when they arrive (e.g., correspondence or e-mail). See Response Time and Service Level.

Internet "Call Me" Transaction. A transaction that allows a user to request a callback from the call center, while exploring a Web page. Requires interconnection of the ACD system and the Internet by means of an Internet Gateway.

Internet "Call Through" Transaction. The ability for callers to click a button on a Web site and be directly connected to an agent while viewing the site. Standards and technologies that provide this capability are in development.

Internet Phone. Technology that enables users of the InternetÍs World Wide Web to place voice telephone calls through the Internet, thus by-passing the long distance network.

Intraflow. See overflow. Invisible Queue. When callers do not know how long the queue is or how fast it is moving. See Visible Queue.

Judgmental Forecasting. Goes beyond purely statistical techniques and encompasses what people believe is going to happen. It is in the realm of intuition, interdepartmental committees, market research and executive opinion.

Law of Diminishing Returns. The declining marginal improvements in service level that can be attributed to each additional agent, as successive agents are added.

Load Balancing. Balancing traffic between two or more destinations.

Local Area Network (LAN). The connection of multiple computers within a building, so that they can share information, applications and peripherals. See Wide Area Network.

Local Exchange Carrier (LEC). Telephone companies responsible for providing local connections and services.

Logged On. A state in which agents have signed on to a system (made their presence known), but may or may not be ready to receive calls.

Long Call. For staffing calculations and traffic engineering purposes, calls that approach or exceed thirty minutes.

Longest Available Agent. A method of distributing calls to the agent who has been sitting idle the longest. With a queue, Longest Available Agent becomes ñNext Available Agent.î

Longest Delay (Oldest Call). The longest time a caller has waited in queue, before abandoning or reaching an agent.

Look Ahead Queuing. The ability for a system or network to examine a secondary queue and evaluate the conditions, before overflowing calls from the primary queue.

Look Back Queuing. The ability for a system or network to look back to the primary queue after the call has been overflowed to a secondary queue, and evaluate the conditions. If the congestion clears, the call can be sent back to the initial queue.

Lost Call. See Abandoned Call.

Middleware. Software that mediates between different types of hardware and software on a network, so that they can function together.

Modem. A contraction of the terms Modulator/Demodulator. A Modem converts analog signals to digital and vice versa.

Monitoring. Also called Position Monitoring or Service Observing. The process of listening to agents' telephone calls for the purpose of maintaining quality. Monitoring can be: A) silent, where agents don't know when they are being monitored, B) side by side, where the person monitoring sits next to the agent and observes calls or C) record and review, where calls are recorded and then later played back and assessed.

Multilingual Agents. Agents that are fluent in more than one language.

Multimedia. Combining multiple forms of media in the communication of information. (E.g, a traditional phone call is "monomedia," and a video call is "multimedia.")

Murphy's Law. If anything can go wrong, it will. Not a good perspective to live by, but worth considering when designing agent groups, routing configurations and disaster recovery plans.

Glossary N - R

Network Control Center. Also called Traffic Control Center. In a networked call center environment, where people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and coordinate events that will impact base staffing levels.

Network Inter-flow. A technology used in multi-site call center environments to create a more efficient distribution of calls between sites. Through integration of sites using network circuits (such as T1 circuits) and ACD software, calls routed to one site may be queued simultaneously for agent groups in remote sites. See Call by Call Routing and Percent Allocation.

Next Available Agent. A call distribution method that sends calls to the next agent who becomes available. The method seeks to maintain an equal load across skill groups or services. When there is no queue, Next Available Agent reverts to Longest Available Agent.

Noise Canceling Headset. Headsets equipped with technology that reduces background noise.

Non ACD In Calls. Inbound calls which are directed to an agent's extension, rather than to a general group. These may be personal calls or calls from customers who dial the agents' extension numbers.

Occupancy. Also referred to as agent utilization. The percentage of time agents handle calls versus wait for calls to arrive. For a half-hour, the calculation is: (call volume x average handling time in seconds) / (number of agents x 1800 seconds). See Adherence to Schedule.

Off The Shelf. Hardware or software programs that are commercially available and ready for use "as is."

Offered Calls. All of the attempts callers make to reach the call center. There are three possibilities for offered calls: 1) they can get busy signals, 2) they can be answered by the system, but hang up before reaching a rep, 3) they can be answered by a rep. Offered call reports in ACDs usually refer only to the calls that the system receives.

Off-Peak. Periods of time other than the call center's busiest periods. Also a term to describe periods of time when long distance carriers provide lower rates.

Open Ticket. A customer contact (transaction) that has not yet been completed or resolved (closed).

Outsourcing. Contracting some or all call center services to an outside company.

Overflow. Calls that flow from one group or site to another. More specifically, Intraflow happens when calls flow between agent groups and Interflow is when calls flow out of the ACD to another site.

Overlay. See Rostered Staff Factor.

Pareto Chart. A bar chart that arranges events in order of frequency. Named after 19th century economist Vilfredo Pareto.

PBX/ACD. A PBX that is equipped with ACD functionality.

Peaked Call Arrival. A surge of traffic beyond random variation. It is a spike within a short period of time.

Percent Allocation. A call routing strategy sometimes used in multi-site call center environments. Calls received in the network are allocated across sites based on user-defined percentages. See Call by Call Routing and Network Inter-flow.

Percent Utilization. See Occupancy.

Poisson. A formula sometimes used for calculating trunks. Assumes that if callers get busy signals, they keep trying until they successfully get through. Since some callers won't keep retrying, Poisson can overestimate trunks required. See Erlang B and Retrial Tables.

Pooling Principle. The Pooling Principle states: Any movement in the direction of consolidation of resources will result in improved traffic-carrying efficiency. Conversely, any movement away from consolidation of resources will result in reduced traffic-carrying efficiency.

Position Monitoring. See Monitoring.

Post Call Processing. See After-Call Work.

Predictive Dialing. A system that automatically places outbound calls and delivers answered calls to agents. When the dialer detects busy signals, answering machines or ring no answer, it puts the number back in queue.

Primary Rate Interface (PRI). One of two levels of ISDN service. In North America, PRI typically provides 23 bearer channels for voice and data and one channel for signaling information (commonly expressed as 23B+D). In Europe, PRI typically provides 30 bearer lines (30B+D). See Basic Rate Interface and Integrated Services Digital Network.

Private Automatic Branch Exchange (PABX). See Private Branch Exchange.

Private Branch Exchange (PBX). A telephone system located at a customer's site that handles incoming and outgoing calls. ACD software can provide PBXs with ACD functionality. Also called private automatic branch exchange (PABX).

Private Network. A network made up of circuits for the exclusive use of an organization or group of affiliated organizations. Can be regional, national or international in scope and are common in large organizations.

Process. A system of causes.

Profit Center. An accounting term that refers to a department or function in the organization that does not generate profit. See Cost Center.

Public Switched Network (PSN). The public telephone network which provides the capability of interconnecting any home or office with any other.

Quantitative Forecasting. Using statistical techniques to forecast future events. The major categories of quantitative forecasting include Time Series and Explanatory approaches. Time Series techniques use past trends to forecast future events. Explanatory techniques attempt to reveal linkages between two or more variables. See Judgmental Forecasting.

Queue. Holds callers until an agent becomes available. Queue can also refer to a line or list of items in a system waiting to be processed (e.g., e-mail messages).

Queue Display. See Readerboard.

Queue Time. See Delay.

Random Call Arrival. The normal, random variation in how incoming calls arrive. See Peaked Call Arrival.

Readerboards. Also called displayboards or wall displays. A visual display, usually mounted on the wall or ceiling, that provides real-time and historical information on queue conditions, agent status and call center performance.

Real-Time Adherence Software. Software that tracks how closely agents conform to their schedules. See Adherence to Schedule.

Real-Time Data. Information on current conditions. Some "real-time" information is real-time in the strictest sense (e.g., calls in queue and current longest wait). Some real-time reports require some history (e.g. the last x calls or x minutes) in order to make a calculation (e.g. service level and average speed of answer). See Screen Refresh.

Real-Time Management. Making adjustments to staffing and thresholds in the systems and network, in response to current queue conditions.

Received Calls. A call detected and seized by a trunk. Received calls will either abandon or be answered by an agent.

Record and Review Monitoring. See Monitoring.

Recorded Announcement Route (RAN). See Delay Announcement.

Reengineering. A term popularized by management consultant Michael Hammer, which refers to radically redesigning processes to improve efficiency and service.

Response Time. The time it takes the call center to respond to transactions that do not have to be handled when they arrive (e.g., correspondence or e-mail). See Service Level.

Retrial Tables. Sometimes used to calculate trunks and other system resources required. They assume that some callers will make additional attempts to reach the call center if they get busy signals. See Erlang B and Poisson.

Retrial. A caller who "retries" when they get a busy signal.

Rostered Staff Factor (RSF). Alternatively called an Overlay, Shrink Factor or Shrinkage. RSF is a numerical factor that leads to the minimum staff needed on schedule over and above base staff required to achieve your service level and response time objectives. It is calculated after base staffing is determined and before schedules are organized, and accounts for things like breaks, absenteeism and ongoing training.

Round Robin Distribution. A method of distributing calls to agents according to a predetermined list. See Next Available Agent and Longest Waiting Agent.

Glossary S - V

Scatter Diagram. A chart that graphically depicts the relationship between two variables.

Schedule Compliance. See Adherence to Schedule.

Scheduling Exception. When an agent is involved in an activity outside of the normal, planned schedule.

Screen Monitoring. A system capability that enables a supervisor or manager to remotely monitor the activity on agents' computer terminals.

Screen Pop. A CTI capability. Callers' records are automatically retrieved (based on ANI or digits entered into the VRU) and delivered to agents, along with the calls.

Screen Refresh. The rate at which real-time information is updated on a display (e.g. every 5 to 15 seconds). Note, screen refresh does not correlate with the time-frame used for real-time calculations. See Real-Time Data.

Seated Agents. See Base Staff.

Service Bureau. A company that handles inbound or outbound calls for another organization.

Service Level Agreement. Performance objectives reached by consensus between the user and the provider of a service, or between an outsourcer and an organization. A service level agreement specifies a variety of performance standards that may or may not include "service level." See Service Level.

Service Level. Also called Telephone Service Factor, or TSF. The percentage of incoming calls that are answered within a specified threshold: "X% of calls answered in Y seconds." See Response Time.

Service Observing. See Monitoring.

Shrink Factor. See Rostered Staff Factor.

Silent Monitoring. See Monitoring.

Skill Group. See Agent Group.

Skill-Based Routing. An ACD capability that matches a caller's specific needs with an agent that has the skills to handle that call, on a real-time basis.

Smooth Call Arrival. Calls that arrive evenly across a period of time. Virtually non-existent in incoming environments.

Special Causes. Variation in a process caused by special circumstances. See Common Causes.

Speech Recognition. The capability of a voice processing system to decipher spoken words and phrases.

Split. See Agent Group.

Supervisor Monitor. Computer monitors that enable supervisors to monitor the call handling statistics of their supervisory groups or teams.

Supervisor. The person who has front-line responsibility for a group of agents. Typical ratios are one supervisor to every 10-15 agents. However, help desks can have one supervisor for every 5 people, and some reservations centers have one supervisor for every 30 or 40 agents. Generally, supervisors are equipped with special telephones and computer terminals that enable them to monitor agent activities.

T1 Circuit. A high speed digital circuit used for voice, data or video, with a bandwidth of 1.544 megabits per second. T1 circuits offer the equivalent of twenty-four (24) analog voice trunks.

Talk Time. The time an agent spends with a caller during a transaction. Includes everything from "hello" to "goodbye."

Telecommuting. Using telecommunications to work from home or other locations instead of at the organization's premises.

Telephone Service Factor. See Service Level.

Telephony Applications Programming Interface (TAPI). font-family:TimesNewRoman'>CTI protocol developed by Microsoft and Intel.

Telephony Services Application Programming Interface (TSAPI). font-family:TimesNewRoman'>CTI protocol developed by Novell and AT&T.

Threshold. The point at which an action, change or process takes place.

Tie line. A private circuit that connects two ACDs or PBXs across a wide area.

Toll-Free Service. Enables callers to reach a call center out of the local calling area without incurring charges. 800 and 888 service is toll-free. In some countries, there are also other variations of toll-free service. For example, with 0345 or 0645 services in the United Kingdom, callers are charged local rates and the call center pays for the long distance charges.

Touchtone. A trademark of AT&T. See Dual-Tone Multifrequency.

Traffic Control Center. See Network Control Center

Transaction. See Call.

Transmission Control Protocol/Internet Protocol (TCP/IP). font-family:TimesNewRoman'>The protocols that govern the exchange of sequential data. TCP/IP was designed by the U.S. Department of Defense to link dissimilar computers across many kinds of networks. It has since become a common standard for commercial equipment and applications.

True Calls Per Hour. Actual calls an individual or group handled divided by occupancy for that period of time.

Trunk. Also called a Line, Exchange Line or Circuit. A telephone circuit linking two switching systems.

Trunk Group. A collection of trunks associated with a single peripheral and usually used for a common purpose.

Trunk Load. The load that trunks carry. Includes both Delay and Talk Time.

Trunks Idle. The number of trunks in a trunk group that are non-busy.

Trunks in Service. The number of trunks in the trunk group that are functional.

Unavailable Work State. An agent work state used to identify a mode not associated with handling telephone calls.

Uniform Call Distributor (UCD). A simple system that distributes calls to a group of agents and provides some reports. A UCD is not as sophisticated as an ACD.

Universal Agent. Refers to either A) An agent who can handle all types of incoming calls or B) An agent who can handle both inbound and outbound calls.

Virtual Call Center. A distributed call center that acts as a single site for call handling and reporting purposes.

Visible Queue. When callers know how long the queue that they just entered is, and how fast it is moving (e.g., they hear a system announcement that relays the expected wait time). See Invisible Queue.

Voice Processing. A blanket term that refers to any combination of voice processing technologies, including Voice Mail, Automated Attendant, Audiotex, Voice Response Unit (VRU) and Faxback.

Voice Response Unit (VRU). Also called Interactive Voice Response Unit (IVR) or Audio Response Unit (ARU). A VRU responds to caller entered digits or speech recognition in much the same way that a conventional computer responds to keystrokes or clicks of a mouse. When the VRU is integrated with database computers, callers can interact with databases to check current information (e.g., account balances) and complete transactions (e.g. make transfers between accounts). See Voice Processing.

Glossary W - Z

Wide Area Network (WAN). The connection of multiple computers across a wide area, normally using digital data circuits.

Workforce Management Software. Software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules and track real-time performance of individuals and groups.

Workload. Often used interchangeably with Call Load. Work load can also refer to non-call activities.

World-Wide Web (WWW). The capability that enables users to access information on the internet in a graphical environment.

Wrap-Up Codes. Codes agents enter into the ACD to identify the types of calls they are handling. The ACD can then generate reports on call types, by handling time, time of day, etc.

Wrap-up. See After-Call Work.

Zip Tone. See Beep Tone.