Explore our in-depth glossary of terms and concepts that bridge the worlds of CCaaS and telecommunications. Whether you're an industry expert or new to the field, this resource provides clear definitions of both foundational and advanced terms. From customer experience solutions and cloud technologies to telecom networks and infrastructure, we've got you covered. Stay informed and enhance your understanding of the key concepts shaping today's telecom and CCaaS industries.
Call Park allows users to put a call on hold in a shared location, or “parking spot,” which can then be retrieved from any other phone within the same system, improving call management flexibility.
Call Parking is a feature similar to call park, where a call is placed on hold in a designated spot within the phone system and can be picked up from any other extension by dialing a specific code.
Call Queue is a system that places incoming callers in a virtual line when all agents are busy, holding them until the next available agent can assist, helping manage high call volumes.
Call Queuing is the process of organizing incoming calls into a queue based on factors like arrival time, priority, or agent availability, ensuring that calls are answered in an orderly and efficient manner.
Call Recording is the process of capturing audio from phone calls for later playback, commonly used in customer service, compliance, or quality assurance to review and improve interactions.
The total duration of a customer interaction, including time spent talking to an agent and any hold time. Shorter call times indicate efficiency, but maintaining quality resolution during the call is essential for customer satisfaction.
