Contact center glossary

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Across
  1. 5. The amount of time an agent spends in ot Ready Status
  2. 7. The percentage of offered engagements in which the customer disconnects before speaking with an agent Agent Status- The Status of an agent at any given time in the Queue. They are: Ready, Not Ready, Occupied, or Offline Conversation Duration- The amount of time an agent spent speaking with a customer during an engagement.
  3. 10. The number of engagements routed into the Queue for agents to answer
  4. 12. The amount of time an agent spends in a Ready Status
  5. 14. The number of calls an agent declined to answer
  6. 16. The Amount of time agents spent handling engagements
  7. 18. Any inbound call routed to an agent that is not answered.
Down
  1. 1. The amount of time the customer waited in a queue before abandoning
  2. 2. Any engagement in which the customer disconnects before speaking with an agent
  3. 3. The amount of time an agent spends completing the Wrap Up of an engagement.
  4. 4. The amount of time an agent has spent in their current Status
  5. 6. Handled The number of inbound engagements offered to and answered by an agent
  6. 8. The amount of time an agent spends in an Occupied(on a current call) Status
  7. 9. The number of times a customer is placed on Hold during an engagement
  8. 11. The amount of time an engagement waited in the Queue before an agent answered
  9. 13. The number of Inbound and Outbound engagements handled by the Queue
  10. 15. The amount of time a customer spent waiting live in the Queue before the engagement was answered, or abandoned.
  11. 17. The total amount of time a customer is placed on Hold during an engagement
  12. 19. The percent of engagements that were offered to and answered by an agent within the defined Service Level.