Personnel
Technology
Performance Measurements
Misc
100
This is an individual at a call center who is responsible for answering customer calls.
Agent
100
This technology manages high call volumes by automatically routing (sending) incoming calls to the most suitable available agent based on pre-defined rules, such as skill set, expertise, or availability
Automatic Call Distributor (ACD)
100
including the hold time, talk time and related tasks that follow the entire interaction with a client.
Average Handling Time (AHT)
100
This tells the call center representatives' availability to receive a call at that moment, i.e. busy, idle, available, unavailable, etc.
Agent Status
200
This is the person in a call center who provides additional support and technical knowledge to agents.
Coach
200
This system scans emails and distributes them electronically. It helps call centers handle large amounts of email that can't be checked manually.
Document Management System (DMS)
200
This measures the time an agent spends while speaking to a customer.
It does not include the time a customer spends on hold nor the time an agent does any other work – during or after the call.
Average Talk Time
200
A metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts.
First Call Resolution (FCR)
300
This is a person who is responsible for budget execution, operation, business performance, and overall direction of the call center management software.
Call Center Manager
300
This is an automated telephony system that allows callers to navigate menus, access information, and route calls using voice commands or keypad inputs.
Interactive Voice Response (IVR)
300
The expected time that customers are told to wait before they can speak to an agent.
Expected Wait Time (EWT)
300
Occurs when a customer hangs up before reaching an agent, usually due to long wait times, poor IVR design, or understaffing.
Abandoned Call
400
A system that helps identify the customers’ needs, improve customer interactions, customize contacts, sales approaches, and automation to provide the best service to each type of customer.
Customer Relationship Management (CRM)
400
A technology that enables call centers to capture and record all customer and agent telephone interactions. The caller has to be informed before the call is recorded.
Call Recording
400
A technology that uses Computer Telephony Integration software to match a customer’s number and their previous call records. This is important for routing (sending) calls to the appropriate agent.
Calling Line Identity (CLI)
500
This technology connects phone systems with computer applications (like CRMs), enabling agents to manage calls, click-to-dial, and view customer data pop-ups directly from their desktop.
Computer Telephony Integration (CTI)
500
This is the evaluation of how contact center agents manage inbound and outbound calls to improve service efficiency, quality, and customer experience. This includes looking at other metrics such as AHT or FCR.
Call Handling Analysis
500
A contact center solution that consolidates all customer interaction channels—voice, email, chat, and social media—into a single, unified, intelligent queue.
Blended Universal Queue System (BUQS)