AHT, or Average Handle Time, is a key performance indicator (KPI) in call centers that measures the average amount of time an agent spends on handling a customer interaction, from the initial contact to the resolution of the issue. It includes both the talk time and any after-call work (ACW) needed to complete the interaction. Reducing AHT is often a priority for call centers, as it directly impacts operational efficiency and customer satisfaction.
Zero Day refers to a software vulnerability that is unknown to the developer and can be exploited by hackers before a fix is made, posing a serious security risk.
Zero-Touch Provisioning is a method of automating the setup of devices, such as routers or phones, without manual intervention, allowing for faster and more efficient deployment.
ZRTP is a protocol for securing VoIP communications by encrypting voice calls, ensuring that conversations remain private and protected from interception.
No posts found
