Average Handle Time (AHT)Īverage Handle Time (AHT) shows the average time an operator spends in call-related activities, including a conversation, hold time, and any after-call activities and administration. T he time an agent uses to finish administration work, such as ticketing, filling in forms, registering calls and call-related information needed, after a call has finished. ACD is one of the key features of VCC Live. Automatic Call Distribution (ACD)Īn Automatic Call Distribution is a system or telephony facility that manages and forwards inbound calls to the appropriate agent based on preset handling instructions. Head over to out guide to learn the difference between lost, abandoned, missed, and dropped call. In outbound call centers, abandoned calls occur when a predictive dialer initiates calls and reaches customers, but there are not enough operators to handle them. The user can drop the call due to a too long waiting time caused by agents insufficient availability, or due to technical issues such as Internet coverage problems. In inbound call centers, an abandoned call is a call initiated by a user or customer, but dropped by them before a call center agent has answered it and before an actual conversation has occurred.
ACD, ATT, BCP, Robinson list, call blending are just a few of the typical terms and abbreviations that dominate business conversations on a daily basis in pretty much every contact center.Īre you familiar with all of them? Here’s a list of 50 must know call center terms to help you out.
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