A
Automatic Contact Distributor (ACD): A specialized omnichannel routing engine that distributes inbound contacts to a self-service channel or to agents based on customer need and agent skill set, ensuring that customer requests are independently resolved or elevated to qualified agents in the most efficient manner.
Agent: A front-office contact center employee, also known as a customer service representative, who interacts directly with customers through inbound or outbound communications (voice, digital or omnichannel). An agent may assist with issues such as placing orders, resolving issues, providing basic technical support, and answering policy questions.
Average Handle Time (AHT): A standard call center metric used to measure the average length of time it takes to complete a transaction, from start to finish.
C
Capacity Planning: The process of determining how to deploy workforce resources most effectively to support customer demand, currently and as much as five years into the future. This can include assigning employees based on their skills, capabilities, and preferences.
CCaaS (Contact Center as a Service): A complete, unified, cloud-native contact center platform offered on a subscription basis.
Channels: Various voice and digital communication mediums that facilitate customer interactions in a contact center.
D
Distribution Rules: Distribution rules help WFM understand how customer interactions are routed to agents. This doesn't control where the interactions go, but it helps copy the ACD routing. So, while the rules don't choose the agent, they help WFM predict how theACD routes the interactions to agents.
H
Hold Time: The total amount of time a contact spends in an agent-initiated hold status.
S
Scheduling: In contact center workforce optimization and workforce management, this refers to ongoing planning of employee on-duty hours, activities, and required staff fluctuations.
W
Workforce Management (WFM): The management, monitoring, and training of contact center employees. This includes scheduling, forecasting, and workforce optimization.