A metric representing the percentage of time agents actively handle customer tasks versus idle time, reflecting how efficiently their time is utilized.
A Radio Signal is an electromagnetic wave used to transmit data or communication wirelessly over a distance, commonly used in broadcasting, mobile communication, and Wi-Fi.
RAM (Random Access Memory) is a type of computer memory that stores data temporarily while a device is in use, allowing quick access to information needed for active processes.
Random Ringing is a phone system feature that randomly distributes incoming calls across a group of phones or extensions, ensuring an even call load among available agents.
RBOC (Regional Bell Operating Company) refers to the companies formed after the breakup of AT&T’s monopoly in 1984, responsible for providing local phone service in specific regions of the U.S.
Real-Time refers to events or data processing that happens immediately as it occurs, without noticeable delays, crucial for applications like live communication and stock trading.
Real-Time Communication is the exchange of information that happens instantly, such as during phone calls, video chats, or live messaging, where participants can interact without delay.
Continuous monitoring of customer interactions to optimize experiences instantly, ensuring smooth transitions and prompt responses at each touchpoint.
Immediate access to customer data and insights that help businesses make data-driven decisions quickly, enhancing operational efficiency and service quality.
Dynamic adjustments to customer interactions based on live data and context, such as personalized recommendations or targeted messages during a session.
Redundancy in networking refers to having backup systems or components in place to maintain service continuity if the primary system fails, enhancing reliability and uptime.
Registered Jack-11 (RJ-11) is the standard connector used for telephone lines, commonly found in residential phone systems for connecting landline phones to the network.
Registered Jack-45 (RJ-45) is the standard connector used for Ethernet cables in networking, primarily for connecting computers, routers, and switches within local area networks (LANs).
Remote Access allows users to access a computer or network from a distant location, typically over the internet, enabling tasks like file sharing or system administration without being physically present.
Remote Support is a service that provides technical assistance to users from a different location, using software tools to troubleshoot and resolve issues without needing on-site presence.
A Ring Group is a phone system feature that rings multiple extensions or phones simultaneously when an incoming call arrives, ensuring that the call is answered by the first available person.
RJ-11 is a small connector commonly used for telephone wiring, especially in homes and offices, to connect landline phones or modems to phone lines.
RJ-45 is the standard connector used for Ethernet cables, enabling devices like computers and routers to connect to networks for internet and data communication.
RNIS (Réseau Numérique à Intégration de Services), or ISDN, is a digital network technology that integrates voice and data transmission over standard telephone lines.
Roaming refers to the ability of mobile devices to connect to other networks outside of their home network, allowing users to make calls, send texts, and use data when traveling.
ROI (Return on Investment) measures the profitability of an investment by comparing the gain or loss against the initial cost, indicating the financial return of business activities.
A Router is a networking device that directs data between computers and the internet or between networks, ensuring information is sent to the correct destination.
RSVP (Resource Reservation Protocol) is a network protocol used to reserve bandwidth for specific applications or services, ensuring a smooth and reliable data flow.
RTA (Real-Time Adherence) is a workforce management metric that monitors how well agents in a call center adhere to their schedules in real time, ensuring staffing aligns with demand.
RTC (Real-Time Communication) refers to the immediate transmission of data, voice, or video, allowing users to interact instantly over platforms like phone calls or video conferencing.
RTP (Real-Time Transport Protocol) is used to stream audio and video over the internet, ensuring data is delivered in sequence and on time for real-time applications like phone calls.
Effective customer engagement is crucial for businesses aiming to thrive
