- ACDالتوزيع الآلي للمكالمات
- Automatic call distribution: sends each call to the right queue or agent.
- IVRالرد الصوتي التفاعلي
- The menu a caller hears and answers with keys or voice.
- Queueطابور الانتظار
- Where contacts wait until an agent is free.
- Skill-based routingالتوجيه حسب المهارة
- Matching each contact to an agent with the right skill or language.
- Service level (SL)مستوى الخدمة
- Share of contacts answered within a target time.
- ASAمتوسط سرعة الرد
- Average time a customer waits before being answered.
- AHTمتوسط مدة المعالجة
- Average time spent on one contact including follow-up work.
- FCRالحل من أول تواصل
- Issues solved without the customer contacting again.
- Abandonmentنسبة التخلي
- Customers who hang up before being answered.
- Occupancyنسبة الانشغال
- Share of logged-in time agents spend handling contacts.
- Shrinkageنسبة الفاقد
- Paid time not available for contacts: breaks, training, leave.
- Erlang Cمعادلة إرلانغ C
- The standard formula for how many agents a queue needs.
- WFMإدارة القوى العاملة
- Forecasting demand and scheduling staff to meet it.
- QAضمان الجودة
- Reviewing contacts against a written scorecard.
- Calibrationالمعايرة
- Reviewers scoring the same contact to agree on standards.
- CSATرضا العملاء
- Customer satisfaction rating after a contact.
- NPSمؤشر صافي الترويج
- Likelihood that a customer would recommend you.
- CESمؤشر جهد العميل
- How much effort the customer needed to get help.
- Omnichannelالقنوات المتعددة الموحدة
- Every channel shares one customer history.
- Back officeالمكتب الخلفي
- Non-live work: emails, forms, case updates.
- Escalationالتصعيد
- Passing a case to a more senior or specialist team.
- Callbackمعاودة الاتصال
- Calling a customer back instead of keeping them waiting.
