Agent occupancy

P2P (Peer-to-Peer) is a decentralized communication model where devices communicate directly with each other without relying on a central server, commonly used in file-sharing and network applications.

PaaS (Platform as a Service) is a cloud computing model that provides hardware and software tools for developers to build, run, and manage applications without managing the underlying infrastructure.

PABX (Private Automatic Branch Exchange) is a type of telephone switchboard used by businesses to manage internal and external calls, routing them automatically without manual intervention.

A Packet is a small unit of data transmitted over a network, containing the sender’s and receiver’s information along with the data being sent.

Packet Loss occurs when data packets fail to reach their destination during transmission, resulting in slower network performance, delays, or interruptions in communication.

Packet Switching is a method of data transmission where information is broken into packets and sent over a network, then reassembled at the destination, making networks more efficient and flexible.

Packet Transfer Mode refers to a communication method where data is transmitted in small, manageable packets rather than as a continuous stream, improving network performance.

PBX (Private Branch Exchange) is a telephone system used by businesses to route calls internally between extensions and externally to the public network, reducing the need for multiple phone lines.

Peak Speed is the maximum data transfer rate a network connection can achieve, often used in internet plans to advertise the fastest possible download or upload speeds.

A structured approach for monitoring and improving employee performance through tracking key metrics, setting goals, and providing feedback to enhance productivity.

Permanent Call Forwarding is a phone feature that automatically redirects incoming calls to another number on a continuous basis, ensuring calls are never missed.

Permanent Rerouting is a process where network traffic is permanently directed through an alternate route, often used during maintenance or to avoid congestion.

Targeted marketing initiatives based on individual customer data and behavior, delivering highly relevant messages to increase engagement and conversion rates.

Tailored discounts or promotions designed for specific customers based on their purchase history, preferences, and behaviors, increasing customer loyalty and sales.

A Phone RSVP System allows users to confirm attendance at events or appointments via phone, often using automated prompts or text messaging for easy responses.

A Phone Script is a pre-written guide used by agents during calls to ensure consistent messaging, handle objections, and improve the efficiency and effectiveness of customer interactions.

A Phone-In System allows users to call a specific number to access services, such as radio shows, voting lines, or automated customer service, facilitating easy interaction with businesses or events.

Plain Old Telephone Service (POTS) refers to the traditional analog phone service that operates over copper wire networks, offering basic voice communication without advanced features.

The Plain Old Telephone System is the basic, analog phone network used for landline communication, providing reliable voice transmission but lacking modern features like data transmission.

A Plugin is a software component that adds specific functionality to an existing program or platform, enhancing its capabilities without altering the core application.

A Point of Presence (POP) is a physical location where an internet service provider or telecommunications company offers connectivity to customers, linking them to the broader network.

Point-to-Point Protocol (PPP) is a network communication protocol that establishes direct connections between two devices over serial or dial-up links, commonly used for internet access.

Point-to-Point Protocol over Ethernet (PPPoE) is a network protocol that encapsulates PPP frames within Ethernet frames, commonly used by ISPs to manage broadband connections.

POP (Post Office Protocol) is a standard protocol used by email clients to retrieve messages from a mail server, often downloaded to the local device for offline access.

Portability refers to the ability to transfer services, such as phone numbers or data, from one provider or device to another without losing functionality or access.

Porting is the process of transferring a phone number from one service provider to another, allowing customers to retain their existing number when switching carriers.

Post Office Protocol (POP) is used by email applications to download messages from a server to a device, enabling users to access and manage their emails offline.

Post, Telegraph, and Telephone (PTT) refers to state-run organizations in some countries that provide public communication services, including postal mail, telegraph, and telephone systems.

POTS (Plain Old Telephone Service) is the basic analog telephone service that uses copper wiring for voice communication, predating digital telephony systems.

Power BI is a business analytics tool from Microsoft that allows users to visualize and share insights from data, providing interactive dashboards and reports for decision-making.

PPP (Point-to-Point Protocol) is a data link protocol used to establish a direct connection between two network nodes, often employed in dial-up internet connections to transmit data.

PPPoE (Point-to-Point Protocol over Ethernet) is a network protocol that encapsulates PPP frames within Ethernet packets, commonly used by ISPs to manage broadband internet connections over DSL.

PRA (Primary Rate Access) is a telecommunications standard used for providing multiple voice or data channels over a single physical line, commonly used in ISDN systems.

Using AI and historical data to forecast future customer actions, enabling proactive strategies that improve retention, engagement, and sales outcomes.

A Predictive Dialer is an automated dialing system that calls multiple phone numbers simultaneously, connecting answered calls to available agents, increasing call center efficiency.

An automated system that places outbound calls based on agent availability and customer data, maximizing efficiency and minimizing idle time for agents.

Presence refers to the ability of communication systems to indicate a user’s availability status, allowing colleagues to see if someone is online, busy, or away in real time.

Presence Status is an indicator in communication platforms that shows whether a user is available, busy, in a meeting, or offline, helping manage and streamline communication.

PRI (Primary Rate Interface) is a telecommunications standard for delivering voice and data services over traditional phone lines, typically providing 23 or 30 channels for large-scale business use.

PRI – Primary Rate Interface is an ISDN service that delivers multiple voice channels over a single line, making it suitable for businesses needing several simultaneous phone calls.

A Private Automatic Branch Exchange (PABX) is an internal phone system that automatically routes calls within a business, handling both internal and external communication without manual intervention.

A Private Branch Exchange (PBX) is a telephone system that manages incoming and outgoing calls within an organization, offering features like call forwarding, conferencing, and voicemail.

Private Branch Exchange (PBX) is a business phone system that routes internal and external calls, allowing multiple users to share phone lines and providing advanced call management features.

A Private Cloud is a cloud computing environment dedicated to a single organization, offering more control and security compared to public cloud services, often hosted on-premises or by a third party.

Problem Management is the process within IT service management that aims to identify, analyze, and resolve underlying issues in an IT system to prevent future incidents and minimize disruptions.

A real-time suggestion provided by AI systems to agents or chatbots, helping them respond effectively to customer inquiries or manage interactions smoothly.

A Protocol is a set of rules or standards that define how data is transmitted and received across a network, ensuring that devices can communicate effectively.

Protocol Filtering is the process of monitoring and controlling network traffic based on specific protocols, allowing or blocking certain types of data transmission for security or performance reasons.

A Proxy is an intermediary server that acts between a user and a destination server, often used to enhance privacy, security, or to bypass content restrictions by masking the user’s IP address.

PSTN (Public Switched Telephone Network) is the traditional global network of circuit-switched phone lines used for landline voice communication, operating over copper and fiber connections.

A PSTN (POTS) Gateway is a device that connects VoIP systems to the traditional Public Switched Telephone Network, allowing digital voice traffic to be routed through analog phone lines.

PSTN (Public Switched Telephone Network) is the traditional infrastructure that supports analog landline phone services, connecting phones worldwide using circuit-switched technology.

PSTN Backup refers to using the Public Switched Telephone Network as a fallback communication system when a primary VoIP or digital phone system goes down, ensuring continuous service.

PSTN Failover automatically switches phone services from a digital system to the traditional PSTN in the event of a failure, maintaining phone connectivity during outages.

PSTN – Public Switched Telephone Network is the global system of interconnected phone networks that provides traditional landline services, using circuit-switched technology to transmit voice calls.

PTM (Packet Transfer Mode) is a communication protocol that transmits data in small packets, allowing efficient data transfer over a network by dividing large files into smaller pieces.

A Public Cloud is a cloud computing service offered by third-party providers over the internet, available to the public or large enterprises on a pay-per-use model for scalability and flexibility.

The Public Switched Telephone Network (PSTN) is the traditional system that provides landline phone services, using circuit-switched technology to connect voice calls over a global network.

A Punchdown Block is a type of terminal block used to connect network or phone wires, where individual wires are “punched down” into slots to establish a secure connection.

Push Notification is a message sent from an application to a user’s device, providing real-time updates or alerts, even when the app is not actively in use.

Push-to-Repeat is a feature on some communication devices that allows the user to replay the last transmitted message by pressing a button, often used in two-way radios.

A PWA (Progressive Web App) is a web application that behaves like a native app on mobile devices, offering features like offline access, push notifications, and faster performance.