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Glossary of Terms
Welcome to the Glossary! Here is a list of key terms related to AI Calling, Voice AI, AI Assistants and Contact Centers
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A
After Call Work (ACW)
Automatic Call Distribution (ACD)
Average Speed of Answer (ASA)
Average Handle Time (AHT)
AI Receptionist
C
Call Flow
Computer Telephony Integration (CTI)
Call Analytics
Customer Effort Score (CES)
Call Center Agent Turnover
Conversational AI
Customer Satisfaction (CSAT)
F
First Response Time (FRT)
N
Net Promoter Score (NPS)
Natural Language Processing (NLP)
O
Omnichannel Support
S
Service Level Agreement (SLA)
Speech Analytics
W
Workforce Engagement Management (WEM)
Workforce Management (WFM)
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