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Glossary
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Abandoned calls: Calls which have arrived at the ACD and have hung up before an agent has been free to answer. Also called a lost call. ACTAS: ACTIUS: Association of Computer Telephony Integration Users & Suppliers. This society meets once a quarter to discuss CTI issues, and acts as a forum to standardise terms and advocate the benefits of CTI to all companies. Adherence factor: The closeness and punctuality with which agents adhere to their schedules for breaks and lunches. Adjunct Processor: A name sometimes given to 'soft' ACDs or PC based ACDs. ADSL: see Asymmetric Digital Subscriber Line Agent ID: The individual code used by agents to log into the ACD system. This ID enables the system to track their performance. Agent Group : In order for the ACD to route calls appropriately, agents are placed into agent groups. These determine which type or types of call they will be offered.
AHT: Average Handling Time. The average time spent on a call and any work following the call. It equates to the sum of Talk Time and Wrap Up. Algorithms: A mathematical formula for a computer operation. All trunks busy: When all telephone lines are being used at the same time, other callers will get an engaged or busy tone
Amplitude: The size of an analogue signal, usually measured in Volts. Analogue: A type of voice transmission where the telephone system transmits an electrical current which is analogous to the human voice, i.e. the louder the voice, the stronger the current. Still used in many telephone systems and most homes, although the trend is now moving towards digital systems. ANI: Automatic number identification,sometimes called CLI - calling line identity. A feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification. Annual monthly trends: The percentage increase or decrease in calls over a twelve month period. Answer Detect: Where the telephone system automatically makes outbound calls (see power dialling) and on answer identifies network tones such as ringing, engaged, unobtainable faxphones and answerphones and filters these out, only sending live calls through to an agent. API Applications Programming Interface: This is the translator, a piece of software which connects the telephone system to the host computer system and allows them to communicate with each other. Application: Software that carries out a specific task, such as word processing or spreadsheets.
Application Programme Interface: This is a piece of software which connects the telephone system to the host computer system and allows them to communicate with each other - called APIs. APNSS: Analogue Private Network Signalling System: identical to DPNSS in its signalling format, although the actual speech is carried via analogue private networks. Architecture: The overall design of hardware or software. If the description is open architecture, this means it is generally compatible with major applications. ASA: Average speed of answer. The average length of time calls have spent in the queue. ASCII: American Standard Code for Information Interchange. Pronounced 'askey', this is used to describe the binary code for text. Asymmetric Digital Subscriber Line: ASDL. Low-cost, high-speed Internet access technology, a service being launched throughout 2000. Asynchronous: An adjective describing the ability to communicate at each end. ATB: All trunks busy. When all telephone lines are being used at the same time, other callers will get an engaged or busy tone ATT: Average Talk Time. The average length of time an agent speaks with a caller, from answering to hanging up. Audiotex: An automatic voice response service where a caller dials a number and receives a recorded message. This can be anything from weather reports and horoscopes to adult entertainment. Auto attendant: Where an inbound call is answered by a recording which asks the customer to either press buttons on the keypad or say which extension they want. The system then automatically routes their call. Automatic Call Distributor: A telephone system handling large call volumes which automatically offers the next call to the agent waiting for the longest period. Nowadays these switches are very sophisticated and you can configure them with a variety of parameters in order to give priorities to different callers and send certain types of calls to specific groups or individuals. ACDs also provide a wealth of reports on calls, agents and groups. Automatic Dialler: Or outbound dialler. These automate outgoing calls and have various levels of sophistication. See screen, power, predictive and progressive dialling. Automatic Number Identification: ANI, sometimes called CLI - calling line identity. A feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification. Available: Agent status when the agent is logged into the ACD and is ready and waiting for an inbound call. Also called idle or ready. Back busy: Where you purposefully busy out lines during peak traffic so that some callers receive an engaged signal rather than holding for an unacceptable length of time. Back office: As a call centre is the front office, the fulfilment area is the back office. This includes all activities that have resulted from call centre requests (such as billing, ticketing, brochure fulfilment, statement requests etc.) Bandwidth: Not the width of the band, but the speed of transmission. When a system lacks bandwidth, it is a way of saying the transmission is not fast enough for it to accomplish its tasks speedily. Baud Rate: The measurement per second of the number of voltage or frequency changes in computers. Bit: In the digital universe, numbers are represented as a series of Zeros and Ones and these are referred to as bits. Blending: Where a call centre uses the same agents for both inbound and outbound calling, utilising troughs in call volume to make outbound calls. Blockage: A term for when all trunks are busy, i.e. all exchange lines are in use (engaged) and are therefore blocked to all other callers trying to get through. It is usually measured as a percentage of time. Break-in A telephone call on the public network enters the private network at one office, is carried over the private network and is answered at another location. Break-out A telephone call made in one office is carried over a private network to another location, and then breaks out onto the public network for the last part of its journey. C++: A more sophisticated version of C. Call centres: Where calls are handled by individuals who are trained to resolve those calls as a one stop shop, either for customer service, sales or enquiries. Call centres are found in virtually all vertical industries, but are especially renowned in banks, insurance companies, airlines and hotels. Call data: Information on calls as found in the management reports. Call screening: Where either an auto attendant or IVR system has interrogated the caller first to determine the best call handling options to use before transfer. Call seconds: The number of seconds exchange lines are occupied. Calculated in sums of 100, 36 centum call seconds equate to one hour, or one erlang. Caller tolerance: This may be described as high or low, depending upon the length of time callers are prepared to wait in queue for an available agent. Calling Line Identity: CLI - a feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification. Callpath: An application programme interface from IBM Case-based reasoning: CBR: Case based reasoning, a software programme which enables problems to be identified by working through scripts of questions and answers. The system eventually diagnoses the most likely cause of the problem and its solution. CBT: See Computer-based training CCS: Calculated in sums of 100, 36 centum call seconds are the number of seconds exchange lines are occupied. 36 centum call seconds (3,600) equate to one hour, or one erlang. Centrex: Generic term for a service offered by network providers (each provider uses a different brand name) which in the context of call centres enables organisations to use the provider's ACD facilities at the exchange. Centum calling seconds: Calculated in sums of 100, 36 centum call seconds are the number of seconds exchange lines are occupied. 36 centum call seconds (3,600) equate to one hour, or one erlang. Chat: See Web chat CLI: Calling Line Identity, a feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification. Click and talk buttons: see Web call me buttons Client: A personal computer in a client/server environment. When called a thin client, this refers to a network computer. Client/Server: A new architecture for systems. Each agent has an intelligent PC (called the client) which is loaded with the appropriate software applications and is connected by a LAN to the server which houses all the major software programmes such as the database. Files can be sent and shared. The client accesses the server each time it requests information or changes data. Closed Architecture: A system or software design which means the system or software may only be compatible with other products from the same vendor. Computer-based training: CBT. Where the learning process takes place at the keyboard through exchanges between the learner and pre-written programme. It is particularly useful where there is just one right answer and one right way of doing something. Computer Supported Telephony Applications: CSTA. The language used between computers and telephone systems, set to a specific standard by ECMA. Computer telephony integration: CTI. Where the computer and telephone interact with each other, enabling you to give commands to the telephone through your PC, and vice versa. Contact management: Software programmes that record the outcome of each call, whether inbound or outbound Cost per call: This is calculated by dividing the number of calls handled into the full cost of the entire call centre operation. This can be compared with the revenue per call to work out the profit (loss) factor of the call centre Cost per call minute: This is calculated by multiplying the average length of call (in minutes) by the number of calls and dividing this figure into the full cost of the entire call centre operation. This figure can be used effectively as a benchmark against other call centres. Cost per call second: As in cost per call minute, but using seconds instead of minutes. CRM: Customer Relationship Management, w here companies use a variety of methods and contact strategies to build lasting and profitable relationships in order to retain the best customers and generate profitable revenue’. CSTA Computer Supported Telephony Applications The language used between computers and telephone systems, set to a specific standard by ECMA CTI: computer telephone integration - where the computer and telephone interact with each other, enabling you to give commands to the telephone through your PC, and vice versa. Customer relationship management (CRM): w here companies use a variety of methods and contact strategies to try to build lasting and profitable relationships in order to retain the best customers and generate profitable revenue’. Daily index factor: A weight given to each day of the week so that monthly call forecasts can be allocated accurately to each day. DASS or DASS II: Standing for Digital Access Signalling System, this describes the method used in the DDI: Direct dial inward, where you can dial directly into a company and reach an extension without going through a switchboard operator. Delay announcements: Recorded messages given to calls whilst in queue. Delay of Delay: This is the average delay experienced by those callers who have been placed in queue. Dialled Number Identification Service (DNIS): Where more than one telephone number terminates on one queue, this facility enables the system to recognise the different numbers dialled and therefore identifies the call volume made to each number. DID: Direct Inward Dial, where you can dial directly into a company and reach an extension without going through a switchboard operator. Direct Dial Inward: DDI. Where you can dial directly into a company and reach an extension without going through a switchboard operator. Distributed collaborative learning: The concept of people learning together through the Internet without necessarily physically being together. Also called e-learning. DNIS: Dialled Number Identification Service. Where more than one telephone number terminates on one queue, this facility enables the system to recognise the different numbers dialled and therefore identifies the call volume made to each number. DPNSS Digital Private Network Signalling System: the main type of digital private networking, it is similar to ISDN30 in that it comes in 2 megabit blocks, each capable of carrying up to 30 simultaneous telephone calls. Domain: A unique area within the world wide web, containing documents for viewing by anyone, anywhere in the world. Domains have unique names or addresses such as ours - www.callcentre.co.uk Double jacking: Where two people are connected at the same telephone terminal/turret and can both participate in the same call. Used extensively in training to 'shadow' a new agent. Dumb terminal: A visual display unit (VDU) with keyboard, which neither runs nor stores data, but connects to a computer or mainframe. e-business: All business that is conducted over or from the Internet.
ECMA : The European Computer Manufacturers' Association Erlang B: A formula created by AK Erlang which calculates the number of exchange lines needed to accommodate a specified call volume. It assumes no caller will retry if they get an engaged (busy) tone. Erlang C: A formula created by A K Erland which creates a calculation to forecast call volume and call handling, taking random call arrival into account - it assumes calls will queue when no agent is available to answer. This calculation is used extensively in call centre operations and is the 'bible' for call forecasting, staff scheduling and service level achievement. Exchange lines: Another name for telephone lines or trunks. Extended Erlang B: The same formula as Erlang B except it now assumes callers will retry if they get an engaged (busy) tone. Extranet: A network using the Internet that can be viewed as part of a company's intranet that is private, but extended to specified users outside the company such as special customers or suppliers. Fax Back: This is where you call a voice response machine on your fax line, you tell it what you want by keying in the appropriate numbers, and as soon as you put your phone down, the relevant information is sent to your fax. Fax on demand: The same as above except you do not need to use your fax phone. You can call from anywhere, but you will be asked to key in your fax number. However, in most cases if you have used the system once already, it will repeat the fax number you gave last time and simply ask you to confirm it. FTE: Full time equivalents: The number of agents required expressed in terms of total man-hours required divided by the number of hours a full time agent would normally work. This figure facilitates salary budgets and hiring approvals. Gate: A group of agents handling one or more specific types of call. Gpbs : Gigabits - 1,000,000,000 bits per second Graphical user interface: (GUI) Pronounced Gooey. This is a generic term for presentation on screen of computer information in a graphical form (simply put, pictures such as icons). Half-hour segment index factor: A weight given to each half hour of the day so that daily call forecasts can be allocated accurately to each half hour segment. Headset: A telephone set with ear and mouthpiece which enable a hands-free operation. HTML: see Hyper-text mark up language Hunt Group: Used with ordinary PBX systems to distribute calls. There are two systems, the fist where calls are distributed in the same order each time so that the first extension will always receive the next call unless busy when it will hunt to the second extension. The second system is called 'Round Robin' where the next call will automatically hunt to the second extension and the third to the third extension etc. offering a more even distribution of calls. Hybrid ACDs: Telephone systems that can operate as both automatic call distributors and PBXs. Hypertext link: Used in the world wide web to create a link to another page (anywhere in the world) which enables people to view these by a simple double click of the mouse. Hypertext mark up language: HTML. The language protocol of the Internet, enabling all computers - whether PC or Mac - anywhere in the world to share information. All documents need to be translated into HTML in order to be viewed on the Internet. There are now many packages that can do this automatically from a word processed document. Idle: A name given to agents who are available and waiting for a call to come in. Also called Available or Ready. Inbound: All calls received by the call centre. Intelligent Routing: This will route callers based on a number of parameters including information on the caller, queue status, agent status and the present situation. also called skills-based routing. Interactive voice response: IVR. Where an inbound call is answered by a recording which asks the customer to press buttons on the keypad in response to a menu of options. The numbers selected may instruct the system to search for specific information which is then converted into the spoken word, for example a bank balance. Interactive web response: IWR. Enables customers to transact business over the Internet, interacting with the company's database, and transfer to an agent in the call centre, continuing the enquiry over the phone or by using web chat. Interflow: When calls are flowed out of the ACD to another answering source, for example when all agents are busy and calls have stacked up past the desired parameters, or for night service arrangements. Once interflowed, they cannot be brought back into the ACD. Internet: A global network of computers, enabling anyone, anywhere in the world to contact anyone else on the system, or view their documents. Sending messages is called e-mail, viewing documents is called web browsing. Internet Protocol: The language of the Internet, called HTML, Hyper text mark up language. Intraflow: When calls are flowed from one Agent Group to another in order to be handled more quickly. Intranet: A network of networks that uses the Internet but is contained within a controlled environment, for example, internal company information that is viewed only by its employees. IP: See Internet Protocol ISDN: Integrated Services Digital Network, An all digital network which may carry both voice and data and usually leased in bundles of 30 trunks. IVR: Interactive voice response. Where an inbound call is answered by a recording which asks the customer to press buttons on the keypad in response to a menu of options. The numbers selected may instruct the system to search for specific information which is then converted into the spoken word, for example a bank balance. Kbps Kilobits - 1,000 bits per second Kilostream The commercially available leased line service that operates at 64 Kbps. KPIs: Key Performance Indicators. These are the competences, skills or targets which have been identified as key to good performance. These are the areas that require regular measurement to ensure performance standards are met. LAN (Local Area Network) : Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources. Line utilisation: An ACD report showing each exchange line and its occupancy during the requested period of the report. Local Area Network:LAN. Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources. Mainframe: A computer which houses various applications, frequently the company database. Mbps : Megabits - 1,000,000 bits per second Megastream : The commercially available leased circuit operating at 2.048 Mbps Mean monthly trend: The percentage increase or decrease in call volume over a one month period. Middleware: Middleware is an extra layer of software which sits between the switch and application programmes. This enables you to bolt on software programme modules to dumb switches giving them the intelligence to automatically distribute calls etc. These modules offer all levels of functionality from automatic call distribution to computer telephony integration, to interactive voice response and workforce scheduling. MIS : Management information services: Reports from the ACD showing data on agents and agent groups, inbound and outbound calls, and exchange lines. Multiplexor : A device which enables several different signals to be sent down the same line. Sometimes referred to as a "mux". Music & Messaging on Hold: Where calls in the queuing process are played messages and music in order to tempt callers into holding longer and also when callers are placed on hold during the handling of their calls. MUX Multiplexor: A device which enables several different signals to be sent down the same (telephone) line Network Computer (NC): Where you put most of the intelligence back into the server, similar to a mainframe system and dumb terminals where you use the desktop PC merely for input, output and presentation with all the applications run only on the server. However the NC does have its own intelligence. Also called thin clients. Night Service: Used when the call centre is closed, this might be a message given to callers, a diversion to another centre or to voice mail boxes. Occupancy: The percentage of time an individual agent, or all agents (average) are actively occupied during talk time and wrap up time. Occupancy does not include ready time. Open Architecture: The overall design of hardware or software that it is generally compatible with other major applications from different vendors. Outbound: All calls that are made by the call centre. Outbound Dialler: Or automatic dialler. These automate outgoing calls and have various levels of sophistication. See screen, power, predictive and progressive dialling. Outsourcing:Where you contract an external company to provide call centre services. Overflow: When calls are flowed from one Agent Group to another in order to be handled more quickly. Overhead Unusable bandwidth, allowing multiplexors to communicate with each other. Page Pushing: Where a call centre is web-enabled, the call centre agent can take control of the browser's screen, taking the browser on a tour of the website, or even through to other websites, pushing pages onto the browser's screen. This is also called 'web collaboration'. Pattern: Another name for queue or split. A holding pen for calls. PBX: Originally PBX was Private Branch Exchange and PABX was Private Automated Branch Exchange, but only the latter now applies. This is a generic term for a switch, a telephone system, that is found inside a company's premises (as opposed to one serving the general public). Automation meant that employees could dial out themselves (by pressing a number, say 9) rather than having to request a line from the switchboard operator. PC based ACDs: Software programme which enables automatic call distribution. Also called Adjunct Processors and Soft ACDs. PCM Pulse Code Modulation. The encoding technique used to turn speech into numbers which can be sent down a digital telephone line. It works by assigning a number between 0 and 255 to the voice pattern 8,000 times per second, transmitting it down the line and then reconstituting it at the other end. Performance Related Pay PRP: Part of an employee's salary which is based upon their performance and is therefore not guaranteed unless targets such as adherence factors, quality etc. are met.
Pooling principal: This dictates that the larger the call centre, the more efficient each agent becomes in terms of occupancy. Ports: In a telephone switch, a port can be used for either an agent/employee extension or a trunk (telephone line). The number of ports available in any telephone switch including ACDs is finite, unless extra cards/cabinets are purchased, which can be very expensive. POTS: Plain old telephone services. A single line telephone service with no frills. You can simply make or receive one call at a time.
Power dialling: Is sometimes used as a generic term for all diallers but this can be very confusing. Power dialling is specifically where the telephone system dials as many calls as it has lines available and, using answer detect, puts through live calls to agents. If no agent is available when a call is answered, it will simply drop the call and as this causes a 'nuisance call' it is therefore not highly regarded. Predictive dialling: Similar to power dialling but more sophisticated. This uses a pacing algorithm which regulates the number of outbound calls made based on the probability of an agent being available. Minimises the number of nuisance calls.
Premier 2100 : The ISDN30 service provided by Cable & Wireless. Preview dialling: uses screens of data downloaded from a central database. The agent then initiates the call usually by using a pre-programmed button on the keyboard, or screen.
Progressive dialling: The most sophisticated of all the diallers, this goes one stage further than predictive dialling and actually monitors the status of operators before calls are made. It keeps agents supplied with live calls and virtually eliminates nuisance calls. Proprietary : A system or software design which means the system or software may only be compatible with other products from the same vendor. PRP: Performance related pay. Part of an employee's salary which is based upon their performance and is therefore not guaranteed unless targets such as adherence factors, quality etc. are met. Protocol: The language used by a software programme. PTO: Public Telephone Operator. Also called network provider. PSTN - Public Switched Telephone Network - the public phone network. PCN Personal Communications Network. Queue: The 'holding pen' for calls whilst waiting for an agent to become free. Queue Time: The number of seconds a call waits in queue before handling. RAN: Recorded Announcement - an intercept message controlled by the ACD using parameters such as the ring time, or the time of day (for night messaging). Ready: A name given to agents who are logged into the ACD and available and waiting for a call to come in. Sometimes called Idle or Available. Ring Time: The time of a call from dialling to being answered either by a live agent or the ACD Delay announcement. |