Contact Center & VoIP Glossary

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A
After Call Work (ACW)	ACW is the time agents spend completing tasks after a call ends, such as tagging, writing notes, or sending follow ups. These steps keep records accurate and help the next agent understand customer history. Efficient ACW keeps agents available for more calls.
Agent Status	Agent status shows whether an agent is available, busy, on break, or doing ACW. The system uses this information to decide where calls should go. It also helps supervisors understand staffing levels.
Agent Status-Dependent Routing	Agent status dependent routing directs calls based on an agent’s current availability, such as available, busy, or in after call work. This ensures calls are only sent to agents who can answer them. It helps prevent missed calls and keeps queues moving efficiently.
Agent Zoom	Agent zoom allows supervisors to focus on a specific agent’s activity in real time. It shows details like current call status, queue position, and recent performance metrics. This helps managers provide targeted support when needed.
Answering Machine Detection (AMD)	Answering Machine Detection is a feature used in outbound calling to determine whether a call is answered by a human or an automated system. It analyzes audio patterns such as silence, speech length, and response timing at the start of the call. This helps outbound teams decide how the call should be handled and reduces unnecessary agent wait time.
Auto-Answer	Auto-answer automatically connects inbound calls to agents without manual acceptance. It reduces delays when agents are ready. This is often used in high-volume environments.
Automatic Call Distribution (ACD)	ACD systems route inbound calls to the right agent or team based on rules you set. This helps reduce wait times and ensures customers reach someone who can help them. It also keeps workloads balanced across the team.
Automatic Call Recording	Automatic call recording records calls by default without agent action. It ensures all conversations are captured for review or compliance. This is commonly used in regulated environments.
Automatic Caller ID	Automatic Caller ID selects an outbound caller ID based on the destination region. This helps display a local number to the recipient. It can improve answer rates.
Average Handle Time (AHT)	AHT measures the average time an agent spends on a customer interaction, including talk time and ACW. It helps teams understand how much time is needed to resolve issues. Lower AHT is not always better, since some problems require more attention.
Average Speed of Answer (ASA)	ASA measures the average time it takes for a call to be answered by an agent. It is commonly used to evaluate queue performance. Lower ASA generally indicates faster response times.

B
Blended Contact Center	A blended contact center handles both inbound and outbound communication. This setup helps teams stay productive during slow periods by shifting between tasks. It also allows supervisors to balance workloads based on demand.
Blind Transfer	Blind transfer moves a call to another agent or destination without checking availability. The transferring agent does not stay on the call. This is useful for quick handoffs.

C
Call Attempt Limit (Call Suppression)	Call attempt limits restrict how many times a number can be dialed. This prevents over-calling the same contact. It helps reduce complaints and improve compliance.
Call Detail Records (CDRs)	CDRs store detailed information about each call. This includes time, duration, and routing details. CDRs are used for reporting and auditing.
Caller ID Groups	Caller ID groups organize multiple caller IDs into logical sets. These groups can be assigned to campaigns or regions. This simplifies outbound number management.
Caller ID Management	Caller ID management controls which phone numbers are shown on outbound calls. Teams can add, remove, or assign caller IDs. This supports branding and compliance needs.
Call Interception	Call interception allows a system or supervisor to redirect or take control of a call before it reaches its original destination. It is often used to handle misrouted calls or intervene in sensitive situations. This helps protect customer experience and prevent errors.
Call Monitoring	Call monitoring lets supervisors listen to live calls, whisper guidance to agents, or join a call when needed. It is primarily used for training, support, and quality assurance. It helps teams improve consistency and handle difficult situations.
Call Outcome Logging	Call outcome logging records the result of a call after it ends. Outcomes may include resolved, follow up required, or no answer. These logs support reporting, automation, and performance analysis.
Call Quality (Latency, Jitter, Packet Loss)	Call quality describes how clear and reliable a VoIP call sounds. Issues like delay, choppy audio, or missing sound are usually caused by network problems. Monitoring these metrics helps identify and fix issues before they affect customers.
Call Queue	A call queue holds callers when all agents are busy. It keeps calls organized and automatically assigns the next available agent when he or she becomes available. Queue setups can be customized to offer options like estimated wait time or a callback request.
Call Recording	Call recording saves audio from agents’ calls so managers can review them later. Recordings are useful for training, dispute resolution, and quality control. Many contact centers store recordings securely in the cloud for easy access.
Call Routing	Call routing is used to decide where each call goes based on rules such as skills, language, or priority. Good routing reduces transfers and sends callers to the right person the first time. It is a core part of delivering fast, accurate support.
Conversation Scoring	Conversation scoring evaluates calls based on predefined quality or performance criteria. Scores help teams measure how well agents follow guidelines and resolve issues. This data supports coaching and quality assurance programs.
Conversation Summary	A conversation summary is a brief overview of what happened during a call or chat. It highlights key points, actions taken, and next steps. Summaries help teams review interactions quickly without replaying recordings.
Call Termination	Call termination is the process of ending a call connection. It can be triggered by the customer, the agent, or the system based on rules or timeouts. Proper termination ensures call data is saved correctly.
CCaaS (Contact Center as a Service)	CCaaS is a cloud platform for managing voice and digital customer communication. It replaces on-premise hardware with browser-based tools for routing, analytics, and agent work. CCaaS platforms allow teams to operate from anywhere with an internet connection.
Click-to-Call	Click-to-call allows users to place calls by clicking a phone number. It reduces dialing errors and saves time. This is commonly used inside CRMs.
Concurrent Calls	Concurrent calls refer to how many calls are happening at the same time within a system. This number affects capacity planning and provider limits. High concurrency requires strong infrastructure to maintain call quality.
Consultative Transfer	Consultative transfer lets an agent speak with another agent before transferring a call. This ensures the recipient is prepared. It improves resolution quality.
Contact Number Masking	Contact number masking hides a customer’s real phone number by displaying a temporary or proxy number instead. This helps protect the customer’s privacy while still allowing calls to be connected and tracked. It is commonly used in use cases where customer contact details should not be exposed beyond the call itself.
CRM Integration	CRM integrations connect call data with customer records. They display customers’ details before calls begin and update the CRM automatically after the call. This reduces manual work for agents and keeps information consistent across the team.
CTI (Computer Telephony Integration)	CTI links telephony systems with tools like CRMs or helpdesks. It provides call controls on screen and automatically logs call details. This helps agents work faster and reduces errors.
Customer Satisfaction Score (CSAT)	CSAT measures how satisfied customers were with a specific interaction. It is usually collected through a rating at the end of a call or chat. CSAT helps teams understand the quality of recent support.

D
Dial by Extension	Dial by extension allows callers to reach a specific agent by entering an extension number. It reduces routing steps and speeds up connection to the right person. This is commonly used in internal directories or IVR menus.
Dialers (Auto, Power, Predictive, Progressive)	Dialers automate outbound calling to help agents connect with more customers. Different dialers control how quickly numbers are dialed and when calls are passed to agents. They reduce downtime and increase talk time for outbound teams.
Disposition	A disposition is a tag that describes the outcome of a call, such as “resolved” or “follow up needed”. These tags help with reporting and workflow automation. Consistent dispositions make it easier to track trends.

F
File Transfer	File transfer allows agents and contacts to exchange files during a conversation. This supports faster issue resolution. It is commonly used in chat-based support.
First Contact Resolution (FCR)	FCR measures how many issues are solved during the first interaction. A high FCR means customers do not need to call back about the same problem. It is a key indicator of effective support.
Forecasting	Forecasting predicts how many calls or messages a contact center will receive. Good forecasting helps schedule the right number of agents for both busy periods and lulls. Done well, it reduces both overstaffing and long wait times.

G
GDPR-Compliant Call Recording	GDPR-compliant call recording follows data protection rules for storing and accessing recordings. It includes controls for access, deletion, and consent. This helps meet privacy regulations in applicable regions.

H
Historical Reports	Historical reports show past performance data over selected time periods. They help analyze trends and agent activity. These reports support planning and optimization.
Hold Time	Hold time is the amount of time customers spend waiting during a call after it has already started. Long hold times can signal workflow challenges or staffing gaps. Reducing hold time improves overall customer experience.

I
Inbound Call Blocking	Inbound call blocking prevents specific phone numbers or dialing prefixes from reaching your contact center. It is used to stop spam, fraud attempts, or unwanted calls. Blocking rules can be applied globally or to specific queues.
Inbound Contact Center	An inbound contact center focuses on receiving calls or messages from customers. It typically handles service questions, support requests, or general inquiries. Most support operations are inbound by design.
Intelligent Routing (Messaging)	Intelligent routing analyzes message content to assign chats to the best agent. It improves response accuracy. This is commonly used in digital channels.
Interaction History	Interaction history shows previous conversations across channels. Agents can review past calls or messages. This provides context for current interactions.
IVR (Interactive Voice Response)	IVR is the automated menu customers hear when they call a business. It collects information and directs callers to the correct team or self-service option. A well-designed IVR reduces wait time and improves accuracy.

K
KPIs: CSAT, NPS, CES, FCR, AHT	KPIs are the main indicators of contact center performance. They track satisfaction, efficiency, and loyalty. Consistent KPI monitoring helps teams understand where improvements are needed.

L
Local Caller ID	Local caller ID shows a local phone number when calling customers in a specific region. This increases answer rates because people often trust familiar area codes. It is commonly used in outbound sales.

M
Manual Dialing	Manual dialing means agents dial each number by hand. It allows full control over the call pace but is slower than using a dialer. Most high-volume teams prefer automated dialers because they’re typically more efficient.
Mobile Application	A mobile application allows agents and supervisors to access the contact center platform from a smartphone or tablet. It supports calling, messaging, and basic management tasks. This enables flexible and remote work.
Multi-Channel Automated Responses	Multi-channel automated responses send predefined messages across channels. They are used for greetings, confirmations, or updates. This reduces manual effort.
Multi-Factor Authentication	Multi-factor authentication adds an extra verification step during login. It reduces the risk of unauthorized access. This improves account security.

N
Net Promoter Score (NPS)	NPS measures how likely customers are to recommend a business. It reflects long-term loyalty rather than individual interactions. A higher NPS usually means customers trust the overall experience.
Number Porting	Porting moves an existing phone number from one provider to another. It allows businesses to switch platforms without losing their established numbers. Porting usually involves a short verification and transfer process.
Number Validation	Number validation checks whether phone numbers are valid and reachable. It helps remove incorrect or inactive numbers before dialing. This improves campaign efficiency.

O
Omnichannel	Omnichannel support connects multiple communication channels such as voice, email, chat, and SMS into one system. It gives agents full context so they can follow conversations across channels. This helps create a smooth and consistent experience.
One-Way SMS	One-way SMS allows businesses to send text messages to customers without receiving replies. It is commonly used for notifications, alerts, or reminders. This keeps communication simple and controlled.
Outbound Contact Center	An outbound contact center focuses on calling customers for sales, reminders, surveys, or follow ups. It relies heavily on dialers and local presence tools. Good outbound setups help agents reach more people in less time.

P
PBX vs IP PBX vs Hosted PBX	PBX is an on-site phone system that uses physical hardware. IP PBX uses VoIP technology but still requires some local infrastructure. Hosted PBX moves everything to the cloud so teams do not need to maintain hardware.
Post Call Survey	A post call survey collects feedback after a conversation. Customers can rate their experience or answer simple questions. These surveys often feed into CSAT or quality monitoring.
Predictive Dialer	A predictive dialer places multiple calls at once based on agent availability predictions. It increases talk time by reducing idle periods. This approach is best suited for high-volume outbound teams.
Progressive Dialer	A progressive dialer automatically dials the next number when an agent becomes available. Each call is connected only when an agent is ready. This balances efficiency with control.

Q
Quality Assurance (QA)	QA reviews how agents handle calls to ensure consistency and accuracy. It typically uses scorecards and recorded calls. Strong QA programs help maintain service standards across teams.
Queue Callback	A queue callback lets customers keep their place in line without waiting on hold. The system automatically calls them back when an agent becomes available. This improves customer experience during busy periods.
Queue Strategy	Queue strategy defines how inbound interactions are distributed to agents within a queue. It controls which agent receives a call and in what order, based on rules such as availability, workload, or handling history. Common queue strategies include Ring All, Circular, Least Recent, Fewest Calls, and Linear, allowing teams to balance speed, fairness, and efficiency.

R
Real-Time Analytics	Real time analytics show live data such as queue length, agent availability, and service level. Supervisors use these insights to make quick decisions during busy times. It helps keep operations steady and responsive.
Real-Time Dashboard	A real-time dashboard shows real-time performance data such as wait times, service levels, and agent activity. Supervisors use it to manage busy periods and adjust staffing. Clear dashboards make it easier to spot issues early.
Recording Retention Policy	A recording retention policy defines how long call recordings are stored. After the retention period, recordings are deleted automatically. This helps manage storage and compliance requirements.
Risk Check	Risk check evaluates outbound calls to help ensure they are delivered safely and answered. It helps identify numbers that may be flagged or blocked. This supports better connection rates.
Role-Based Permissions	Role-based permissions control what users can access or modify. Permissions are assigned based on user roles. This reduces risk and enforces access control.

S
Scheduled Callback	A scheduled callback allows customers to request a call back at a later, specified time. This gives customers more control over when they are contacted. It is often used to reduce wait time frustration.
Selective Call Recording	Selective call recording allows agents or systems to start or stop recordings during a call. It is used to avoid capturing sensitive information. This provides flexibility while maintaining compliance.
Service Level	Service level describes how consistently calls or interactions are handled within a defined target time, such as answering a certain percentage of calls within 20 or 30 seconds. It is used both as an operational metric and as a formal expectation agreed between a provider and a customer. Clear service level definitions help teams measure responsiveness and hold systems accountable.
Silent Call Monitoring	Silent call monitoring lets supervisors listen to live calls without being heard by the customer or agent. It is used for training, quality checks, and compliance reviews. The conversation continues without interruption.
SIP and SIP Trunking	SIP is the protocol that starts and manages VoIP calls. SIP trunking replaces physical phone lines with virtual connections over the internet. It allows businesses to scale quickly and connect multiple locations easily.
Skills-Based Routing	Skills-based routing sends calls to agents with the right knowledge or language ability. This reduces transfers and improves resolution speed. It is especially useful for specialized or multilingual teams.
Softphone	A softphone is a software application that lets agents make and receive calls on a computer or mobile device. It replaces desk phones and works over the internet. Softphones are common in remote and hybrid teams.
Speech Analytics	Speech analytics analyzes spoken conversations to identify keywords, patterns, and trends. It helps teams understand customer intent, sentiment, and common issues. Insights from speech analytics support quality improvement and decision making.

T
Talk Time	Talk time measures how long an agent spends speaking with a customer during a call. It is one part of the overall handle time. Tracking talk time helps teams understand workload and training needs.
Three-Way Conference	A three-way conference allows a third party to join an active call. All participants can speak and hear each other. This is useful for support or approvals.
Time-of-Day Routing	Time-of-Day routing changes how calls are handled depending on the time of day. Calls that arrive outside operating hours can go to voicemail, IVR, or a backup team. This prevents customers from waiting for agents who are not available.
Time Zone Mapping	Time zone mapping ensures contacts are called at appropriate local times. It uses number location or configuration rules. This helps meet compliance and customer expectations.

V
Virtual Numbers (DIDs)	Virtual numbers work over the internet instead of physical phone lines. They help companies create local presence in many regions while routing calls centrally. They are easy to scale and manage.
Voice Quality Monitoring (MOS)	Voice quality monitoring measures call quality using objective metrics like Mean Opinion Score. It helps identify connection issues in real time. This supports proactive troubleshooting.
VoIP (Voice over Internet Protocol)	VoIP sends voice calls over the internet rather than traditional phone lines. It offers flexibility, global reach, and easier setup than legacy systems. Call quality depends on both the provider and the network connection.

W
Web Chat	Live chat lets customers message a business in real time through a website or app. It is useful for quick questions or simple issues. Many platforms connect live chat with the same tools used for voice support.
WebRTC	WebRTC supports real-time voice and video directly in a web browser. It removes the need for plugins or extra downloads. Many cloud contact centers use WebRTC for simple, device-friendly calling.
WebRTC Softphone	A WebRTC softphone allows agents to make and receive calls directly in a web browser. It does not require downloads or desk phones. This simplifies setup and supports remote teams.
Whisper Messaging	Whisper messaging allows supervisors to send private messages to agents during a chat. The customer does not see these messages. It supports live coaching.
Workforce Management (WFM)	WFM includes tools and processes for scheduling agents, forecasting demand, and managing staffing levels. It ensures the right number of agents are available at the right time. Good WFM reduces wait times and improves service.
Wrap-Up Codes	Wrap-up codes categorize the outcome of a call after it ends. They help standardize reporting and follow-up actions. Consistent use improves data quality.
Wrap-Up Time	Wrap up time is the period after a call when agents complete follow up tasks. It helps keep customer records accurate and organized. This time is usually included in ACW.

Contact Center &VoIP Glossary

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Contact Center &
VoIP Glossary

Still have questions?
We’re here to help.