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Taske Call Center Management Tools Version 7.0 Glossary Manual

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    Page 1 Glossary TASKE Call Center Management Tools Version 7.0-1-Glossary of Terms TermDefinitionAbandoned CallA caller terminates the call before an agent can answer.ABSBHAverage Busy Season Busy HourAccount CodeA number assigned to departments, projects, devices, telecom services, and employees for cost tracking purposes.ACDAutomatic Call DistributionACD CallInbound or outbound calls that are handled by an ACD queue.ACD Call CenterRefers to any host PBX that handles...
    Page 2 Glossary TASKE Call Center Management Tools Version 7.0-2-Agent SchedulingThe process of scheduling agents to work shifts.Agent StateMay be one of the following: idle, on inbound ACD call, on outbound or internal call, hold, work time, make busy, DND, logged out, or indeterminate.ANIAutomatic Number IdentificationASAAverage Speed of AnswerBaud RateRefers to the speed of transmission of a data communication link.BlockingBlocking is a term that is used to indicate...
    Page 3 Glossary TASKE Call Center Management Tools Version 7.0-3-COCentral Office: the local telephone company’s telephone switching system that allows local access on and off of the PSTN.ComportA communication port used to connect external devices to a PC.Consistent Busy HourDerived by identifying the hour of the day that has the highest traffic when averaged over a ten-day period.Cost-based Call CenterIn this type of call center a cost is incurred for each call to...
    Page 4 Glossary TASKE Call Center Management Tools Version 7.0-4-DSRData Set ReadyDTMFDual Tone MultiFrequency refers to industry standard tone frequencies produced by selecting keys on a touch tone telephone. The Voice ToolBox programs recognize the tone frequencies associated with the digits selected on touch-tone telephones.End Hour To FileAn option available on a networked TASKE system that indicates the ending hour of a LANs operating period. This option...
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