About
Features
Plans
Blog
Contact
REQUEST DEMO
×
About
Features
Plans
Blog
Contact
REQUEST DEMO
Recruiter's Glossary
Industry
Examples:
Service Level
•
PBX (Private Branch Exchange)
•
Shrinkage
Call Centers Terms
Understanding these terms will help you better evaluate candidates and communicate with hiring managers
Call Monitoring
Call Whisper
Forecasting
Call Recording
VOIP (Voice Over IP)
Nice inContact
RingCentral
Service Level
Screen Monitoring
Cisco UCCE
After Call Work (ACW)
PBX (Private Branch Exchange)
KPI Dashboard
Hold Time
Call Scripting
Call Metrics
Dialer Systems
IVR (Interactive Voice Response)
Talk Time
Queue Management
Silent Monitoring
Real-Time Adherence
Wrap Time
Wallboard
Progressive Dialing
Abandon Rate
Call Disposition
Average Speed of Answer (ASA)
Preview Dialing
ACD (Automatic Call Distribution)
Adherence
Call Routing
Call Flow
Speech Analytics
Five9
Avaya
Virtual Queue
CTI (Computer Telephony Integration)
Predictive Dialing
Shrinkage
Erlang Calculator
WFM (Workforce Management)
Quality Assurance (QA)
Skills-Based Routing
Occupancy Rate
Call Barging
Real-Time Monitoring
Handle Time
Genesys
Scheduling
Back to All Industries
