UK and IrelandAutomatic Call Distributor (ACD)
Automatic Call Distributor ACD
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Activity Codes
Activity codes are management tools to identify call types. The attempt here is to try to CRM your ACD. It relies upon agents to input co… View
Alarms & Thresholds
A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View
All Lines Busy - Engaged/Busy Tone
Also known as 'busy' or 'engaged' tone View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Blocked Calls
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Call Priority
Call priority allows companies to prioritise the importance of calls. This means calls entering a queue behind other calls can be prioritised a… View
Call Routing
Calls can be routed by the ACD to groups of agents by a number of predetermined commands. This can include routing by; Skills, produ… View
Centrex
Centrex is a PBX-like service providing switching at the central office instead of at the customer's premises. Typically, the telephone company… View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Dialled Number Identification Service (DNIS)
The DNIS allows the ACD to identify the number dialled by the caller. A trunk group could be made up of a number of DNIS numbers, Different… View
Direct Dial Inward (DDI)
This facility allows a caller to call an extension number direct without the need to go through a switchboard. … View
Dynamic Network Routing (DNR)
This facility allows the call centre to change where inbound calls are routed. … View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Hold Time - Trunks
This is the time trunks are occupied with calls. Even when calls are transferred the line can still be in use. … View
How to Set-up Work Activity Modes (WAMs) in 10 Steps
Work Activity Modes (WAMs) measurement and reporting is the key to maximising positive behaviour in advisors and increasing call-handling capacity.… View
Incoming Call Dimensions
Here are some of the key dimensions of an incoming call Call >> Network … View
Load Balancing
Load balancing refers to the distribition of calls between sites. An organisation may have a customer service operation split between any numbe… View
Logged Off
This refers to either a situation where the agent is absent or in work but logged-off the telephone system. Whilst agents are in work it is goo… View
Logged On
This refers to a state in which the agent is logged onto the telephone system. Once logged-on, agents are able to move into one of… View
Longest Available Agent (LAA)
Longest available agent refers to an agent who is available and ready to take a call and has been waiting longer than colleagues. This ag… View
Night Service
Night service is the out of hours treatment provided to your callers who phone when the contact centre is closed. This can consist of… View
Overflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Poor Performance without Work Activity Modes (WAMs)
To enable your call centre to achieve maximum efficiency, the deployment of Work Activity Modes (WAMs) is essential. If you come across a poor … View
Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… View
Skills Based Routing (SBR)
Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View