Consolidating data warehouse tables
For instance, a recording will direct the caller to press one for customer service, press two to place an order and then connect them to the party they have chosen. Automated Greeting A prerecorded salutation that plays automatically when a call is answered.Automatic Call Distributor (ACD) A specialized phone system used for handling incoming calls.After-Call Work (ACW) The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry.ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication.Area Code The three-digit precursor to the rest of a telephone number in any area of the United States and Canada. Auto Available System configuration to ensure Brand Specialists are automatically made available after wrapping up a call and disconnecting.Artificial Intelligence The ability of a computer to mimic human cognitive skills such as learning and understanding. Auto Wrap-Up Directly related to auto available, auto wrap-up conversely puts a Brand Specialist into after-call work as opposed to available.Available Time Status in which a Brand Specialist is able to take calls.
Agent Status The functional state of a Brand Specialist, be it available, on call, off-phone work or other designation.
Agent Also known as a telephone/customer service representative (CSR) or Brand Specialist.
An agent handles customer interactions and contacts in the call center.
ANI essentially functions as caller ID, often delivered via tonal frequencies carried over the phone line.
Auxiliary Work State A time in which a Brand Specialist performs tasks other than taking calls, such as sending emails or preparing paperwork.