Glossary

A-B: Glossary

After-Call Work (ACW)

Agent Analytics

Automated Quality Management (AQM)

AutoQA

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Automatic Speech Recognition (ASR)

Agent Quality Score

Bot

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C: Glossary

Call Abandon Rate

Call Center Audit

Call Center Coaching

Call Center Efficiency

Call Center Shrinkage

Call Disposition

Contact Center as a Service (CCaaS)

Conversational AI

Conversational AI Design

Customer Satisfaction Score (CSAT)

Call Center Compliance

Customer Effort Score (CES)

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D-O: Glossary

Deflection Rate

Escalation Rate

First Call Resolution (FCR)

First Response Time (FRT)

Inferred Customer Satisfaction (iCSAT)

Intent Detection

Knowledge Graph

Natural Language Processing (NLP)

Natural Language Understanding (NLU)

On-Hold Time

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Q-V: Glossary

Quality Assurance

Quality Management

Quality Monitoring

Real-Time Agent Assist

Real-Time Speech Analytics

Resolution Rate

Retrieval Augmented Generation (RAG)

Scorecard

Screen Recording

Semantic Intelligence

Sentiment Analysis

Speech Analytics

Shrinkage

Voice Analytics

Voice of the Customer (VoC)