sigma client compute new cardware id wait time

#SIGMA CLIENT COMPUTE NEW CARDWARE ID WAIT TIME MANUAL#
#SIGMA CLIENT COMPUTE NEW CARDWARE ID WAIT TIME UPGRADE#

An agent’s pre-recorded greeting that plays automatically when a call arrives at his or her telephone station. When they have completed any after-call work required, they put themselves back into available.

An ACD feature whereby the ACD is programmed to automatically put agents into after-call work after they finish talk time and disconnect calls.

#SIGMA CLIENT COMPUTE NEW CARDWARE ID WAIT TIME MANUAL#

Related terms: Auto Wrap-Up, Manual Available. If they need to go into after-call work, they manually put themselves there. An ACD feature whereby the ACD is programmed to automatically put agents into available status after they finish talk time and disconnect calls. Verifying the identify of a customer, user, or process. Also referred to as churn the percentage of customers lost in a given period of time. A person who works at a company switchboard, often called a receptionist or operator. Messages that do not require an immediate response are put in queue, for later handling. Refers to computer systems simulating human intelligences, i.e., in decision-making, speech recognition and translation, and others.

#SIGMA CLIENT COMPUTE NEW CARDWARE ID WAIT TIME UPGRADE#

Determines how the components work together, system capacity, ability to upgrade and ability to integrate with other systems.

Architecture.The basic design of a system.

An outsourcing business that enables other organizations to access and use technologies or services for a fee. An ACD capability that enables the system to route and track transactions by type of contact, or application (e.g., sales, service, etc.) versus the traditional method of routing and tracking by trunk group and agent group.

Application-Based Routing and Reporting.

Related terms: Handled Call, Offered Call, Received Call. When referring to an agent group, a call is counted as answered when it reaches an agent. A recorded verbal message played to customers. Related terms: Speech Analytics, Text Analytics. Broadly refers to data analysis and reporting tools that enable the organization to analyze disparate data to uncover correlations and better understand customer trends and business activities. Related terms: Erlang B, Trunk, Trunk Load. When all trunks are busy in a specified trunk group. The mode an agent is in (e.g., talk time, after-call work, unavailable, etc.). An ACD report that provides statistics for individual agents (e.g., on average handling time or unavailable time). Supervisory groups and teams are often subsets of agent groups. An agent group shares a common set of skills and knowledge, handles a specified mix of contact types (e.g., service, sales, billing, technical support) and can comprise hundreds of agents across multiple sites. Also called split, gate, queue or skills group. Features on a system that are designed for agent use. Also referred to as customer service representative (CSR), customer care representative, telephone sales or service representative (TSR), rep, associate, consultant, engineer, and other variations. The person who handles customer interactions. Related terms: Average Handling Time, Talk Time. Work that is necessitated by and immediately follows a contact. Also called after-contact work, wrap-up, post-call processing, average work time or not ready. The two terms most often associated with adherence include availability (the amount of time agents were available) and compliance (when they were available). A general term that refers to how well agents adhere to their schedules. Related terms: Customer Tolerance, Service Level.

The customer hangs up or gives up on an interaction before reaching an agent. Also called an abandoned call or lost call. The business, rather than the customer, pays for charges. Each answer forms the basis for the next question. An iterative approach to root cause analysis that involves identifying a problem, then asking why it’s occurring five times (“following the trail”). Fifth-generation wireless, designed to increase the speed and capabilities of wireless networks. Refers to operations that are always open for business (24 hours a day, seven days a week).

#. The octothorpe, commonly referred to as “pound sign” or “hashtag ” hashtags are a common way to tag messages so they can be discovered and grouped.

QM Quality Management or Quality Monitoring.

QA Quality Analysis or Quality Assurance.

ISDN Integrated Services Digital Network.

IP Intellectual Property or Internet Protocol.

FCR First Call Resolution or First Contact Resolution.

DNIS Dialed Number Identification Service.

CSAT Customer Satisfaction or Customer Satisfaction Score.

CMS Call Management System or Contact Management System.

CED Caller-Entered Digits or Customer-Entered Digits.

AHT Average Handling Time or Average Holding Time on Trunks.

ACW After-Call Work or After-Contact Work.

Sigma client compute new cardware id wait time