![]() ![]() ![]() If they need to go into After-Call Work, they have to manually put themselves there. See Voice Processing.Īuto Available. An ACD feature whereby the ACD is programmed to automatically put agents into Available after they finish Talk Time and disconnect calls. Determines how the components work together, system capacity, upgradeability, and the ability to integrate with other systems.Īudiotex. A voice processing capability that enables callers to automatically access pre-recorded announcements. ThatÍs when billing for either the caller or the call center will begin, if long distance charges apply.Īnswered Call. When referring to an agent group, a call is counted as answered when it reaches a call center agent.Īpplication Based Routing and Reporting. The ACD capability to route and track transactions by type of call, or application (e.g., sales, service, etc.), versus the traditional method of routing and tracking by trunk group and agent group.Īrchitecture. The basic design of a system. Signals are analogous to the original signal.Īnnouncement. A recorded verbal message played to callers.Īnswer Supervision. The signal sent by the ACD or other device to the local or long distance carrier to accept a call. What they don’t reveal is how many callers got busy signals when all trunks were busy.Īnalog. Telephone transmission or switching that is not digital. Generally, reports indicate how many times all trunks were busy, and how much total time all trunks were busy. ![]() A collection of agents that share a common set of skills, such as being able to handle customer complaints.Īgent Out Call. An outbound call placed by an agent.Īgent Status. The mode an agent is in (Talk Time, After-Call Work, Unavailable, etc.).Īll Trunks Busy (ATB). When all trunks are busy in a specified trunk group. Did we miss any?Īgent Group. Also called Split, Gate, Queue or Skills Group. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. The agent is unavailable to receive another inbound call while in this mode.Īgent. The person who handles incoming or outgoing calls. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. Work that is necessitated by and immediately follows an inbound transaction. Certificate Intelligent Document ProcessingĪfter-Call Work (ACW). Also called Wrap-up and Post Call Processing (PCP). ![]()
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