Five9: Frequently Asked Questions Glossary Home A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Back to Top Abandon Rate Percentages (ARP) What is Abandon Rate Percentage – What is ARP in Call Centers Abandoned Call What is An Abandoned Call – Reasons for Abandoned Calls – Call Center Abandoned Calls Actual Waiting Times (AWT) What is Actual Waiting Time – AWT in Call Centers Additional Carrier Interface (ACI) What is ACI in Call Centers – Additional Carrier Interface Advanced Disconnect Detection Protocol (ADDP) What is ADDP – Advanced Disconnect Detection Protocol Advanced Intelligent Network (AIN) What is AIN in Call Centers – Advanced Intelligent Network Advanced Routing What is Advanced Routing – Intelligent Call Routing After Call Work (ACW) ACW in Call Centers – After Call Work for Agents Agency Occupancy What is Agency Occupancy – Call Center Engagement Metrics – Call Center Agent Metrics Agent What is an Agent – What Do Virtual Agents Do – Call Center Agents Agent Assist What is Agent Assist – Benefits of Real Time Agent Assist What is Agent Assist – Benefits of Real Time Agent Assist – AI Agent Assist Agent Group What is an Agent Group – Benefits of Agent Groups – How to Group Call Center Agents Agent Interaction Handle Time (AIHT) What is AIHT – Agent Interaction Handle Time Agent Scorecard What is an Agent Scorecard – Purpose of Agent Scorecard – Evaluate Call Center Agents What is an Agent Scorecard – Purpose of Agent Scorecard – Evaluate Call Center Agents Agent Status What is An Agent Status – Types of Agent Statuses in Call Centers Agent Utilization What is Agent Utilization – Benefits of Agent Utilization – Call Center Agent Utilization AI as a Service (AIaas) What is AI as A Service – Purpose of AIaaS – Artificial Intelligence as a Service AI Chat What is AI Chat – Benefits of AI Chatbots Application Programming Interface (API) What is an API – Application Programming Interface – Purpose of an API What is an Application Template – Software Application Templates – Benefits of Application Templates Artificial Intelligence (AI) How Artificial Intelligence Is Transforming Contact Centers - Using Contact Center AI Retail AI Chatbots - How Artificial Intelligence Chatbots Can Help Retail Contact Centers What Is Conversational AI - How Conversational AI & NLP: How it Works Asynchronous Transfer Mode (ATM) What is Asynchronous Transfer Mode – What is ATM in Call Centers – What is ATM Used For Auto Answer What is Auto Answer – Call Center Auto Answer Auto Dialer What is an Auto Dialer – Call Center Auto Dialer Software Automated Call Center What is an example of an automated call center? Automated Outbound Calls What are Automated Outbound Calls – Call Center Automation – Outbound Call Automation Automatic Call Backs What are Automatic Call Backs – Benefits of Automatic Callbacks – Customer Callback Automation Automatic Call Distribution (ACD) What Is ACD in Call Centers - What Is An Automatic Call Distributor What is An Automatic Call Dialer - What is An ACD in Call Centers Automatic Number Identification (ANI) What is an Automatic Number Identification – ANI in Call Centers – ANI in ACD Automatic Speech Recognition (ASR) What is Automatic Speech Recognition – Purpose of ASR in Call Centers – What is ASR Average Speed of Answer What is Average Speed of Answer – ASA in Call Centers – Benefits of Measuring ASA Average Waiting Time (AWT) What is Average Waiting Time – What is AWT in Call Centers – Contact Center AWT Banking CX What is Banking CX – Customer Experience in Banking – CX Services in Finance Blocked Call What is a Blocked Call – Call Center Blocked Calls – Reasons for Blocked Calls Bots What are Bots in Call Centers – Automated Call Center Tools – Call Center Bots BPO Call Center What is a BPO Call Center – Business Process Outsourcer Call Center – BPO in Call Centers Bulk Text Messaging What is Bulk Text Messaging – Bulk Text Usages – Mass Texting Service Business Process Outsourcing (BPO) What is BPO in Call Centers - Contact Center BPO Benefits Call Back What is a Callback – What is a Callback in a Call Center – Benefits of a Callback Call Center Barging In Barging In Call Center – Benefits of Call Center Barging In – Supervisor Observation Call Centers Call Center Coaching What is Call Center Coaching – Contact Center Coaching – CX Coaching Call Center CX Call Center CX Efficiency – Measuring CX in Call Centers Call Center Database What is a Call Center Database – Agent Call Center Data - Contact Center Database Call Center Jobs What is a Call Center Job – What Do Call Center Agents Do – Types of Call Center Jobs Call Center Manager What is a Call Center Manager – Call Center Manager Roles – Contact Center Management Call Center Occupancy What is Occupancy in Call Centers – Agent Call Occupancy Call Center Representative What Is a Call Center Representative – Contact Center Representative - Call Center Representative Jobs Call Center Scheduling What is Call Center Scheduling – Benefits of Call Center Scheduling – Shift Scheduling in Contact Centers Call Center Shrinkage What is Call Center Shrinkage – Shrinkage in Call Centers – Calculating Call Center Shrinkage Call Centers Are Call Centers Still Around – Call Center Industries – What are Call Centers Are Call Centers Still Useful – Do Businesses Still Need Call Centers – Purpose of Call Centers Call Center Customer Care - Benefits Of Quality Customer Service Call Center Self Service – What is Self Service – Contact Center Self Service The History of Call Centers – Origin of Call Centers – When Did Contact Centers Begin What is A Call Center Service Level - Service Levels in Call Centers – Call Center SLA What is A Call Center – Benefits of A Call Center – Call Center Issue Resolution What is an Incoming Call – Incoming Call Center – Types of Incoming Calls Call Distribution What is Call Distribution – Automatic Call Distribution – ACD in Call Centers Call Failed Why Does My Phone Say Call Failed – Reason for Call Failed on Phones Call Flows What are Call Flows in Call Centers - Benefits of Call Flow in Call Centers – Good Call Flow Call Forwarding What is Call Forwarding – Benefits of Call Forwarding – Call Forwarding on Cell Phones What is Call Forwarding – Benefits of Call Forwarding – Purpose of Call Forwarding in Call Centers Call Handling Time What is Call Handling Time – CHT in Call Centers – AHT or CHT Call ID What Is Call ID – Phone Number Caller ID - Reasons to Use Caller ID Call Log What is a Call Log – Contact Center Call Log Call Management System What is a Call Management System – Call Routing Software – Benefits of Call Center CMS Call Recording What is Call Recording – Call Recording in Call Centers – Benefits of Recording a Call What is A Spam Call – Call Center Spam Calls – Types of Spam Calls Call Rejected Call Rejected Meaning - Call Center Rejected Call Call Routing What is Automatic Call Routing – What are Call Routing Systems in Call Centers What is Call Routing – Automatic Call Routing – Benefits of Call Routing Call Screening What is Call Screening – Call Center Call Screening – Benefits of Call Screening Call Transfer What Is a Call Transfer - How Do Call Transfers Work in a Call Center What is a Cold Transfer – Disadvantages of Cold Transfers – Cold Transfer in a Call Center What Is A Warm Transfer in A Call Center – Meaning of A Warm Transfer – Contact Center Warm Transfer Call Volume What is Call Volume – Value of Call Volume Data – Call Volume in Call Centers Call Waiting What Is Call Waiting – Benefit of Call Waiting – Call Waiting in Call Centers Caller Name (CNAM) What is CNAM in Call Centers – Caller Names in Contact Centers Calling List What is a Calling List – Purpose of a Calling List in Call Centers Calls What is a Long Call in Call Centers – Finding Long Call Issues in Call Centers What is A Short Call in A Call Center – Contact Center Short Call What Is A Silenced Call – Purpose of Silenced Calls – Silent Phone Calls What is An Outgoing Call – Contact Center Outgoing Call – Outgoing Call Center What Is the Difference Between a Hot Call and a Cold Call – Hot Call in Call Centers – Cold Call in Call Centers Calls in Queue What is a Calls in Queue – Call Center Queues – Phone Queue in Contact Center Cancelled Call What Does a Cancelled Call Mean – Reasons for Cancelled Calls – What Do Cancelled Calls Prevent Capacity Planning What is Capacity Planning in Call Centers - Capacity Planning Overview – Benefits of Capacity Planning Carrier What Is a Carrier - What Are Phone Carriers What is A Competitive Local Exchange Carrier – What is CLEC in IT CCaaS What is CCaaS – Contact Center as a Service - Cloud-Based Customer Service Solution Centralized Exchange (Centrex) What is a Phone Service Centralized Exchange – Benefits of Centrex – Centrex in Telecommunications Chat Cost-Effective Contact Center Outsourcing – Affordable Call Center Outsourcing What Is a Chat - What Is a Customer Service Chat What is an Agent Workspace – Unified Agent Workspace – Digital Agent Environment Chat Server What is a Chat Server – Benefits of Chat Servers in Call Centers Chat Support Call Center Chat Support Benefits - Should You Provide Chat Support For Your Call Center Chatbots Benefits Of Cloud IVR - What Is Cloud Based IVR - How Interactive Voice Recognition Improves CX Circuit Switching What Is Circuit Switching – Telecommunications Circuit Switching Class of Service What is Class of Service – CoS for Telephones - Class of Service Examples for Telephone Cloud Contact Center What is a Cloud Contact Center – Cloud Based Call Center - Cloud-Based Software Systems Cobrowse What is Cobrowse – Collaborative Browsing in Call Centers – Remote Customer Support Compliance What Is Compliance In Contact & Call Centers - Purpose Of Call Center Compliance Computer Technology Integration Three Benefits Telephony Integration Benefits - Purpose Of Computer Telephony What is CTI Integration - How Do Computer Telephony Integrations Work Consultation Call What is a Consultation Call – Call Center Consultation Calls – Purpose of Consultation Calls Contact Center Benefits Of Cloud Based Contact Center - How To Improve Contact Center Productivity What is a Contact Center – Features of Contact Centers – Contact Center Services Contact Center Software Contact Center Software – CCaaS Platforms - Call Center Software Contact ID What is a Contact ID in Call Centers - Customer Identifiers in Contact Centers Cost-Effective Contact Center Outsourcing – Affordable Call Center Outsourcing Can Outsourcing Contact Centers Be Cost-Effective Without Sacrificing CX? CRM Software Integrations Three Benefits of Call Center CRM Automation - CRM Software Contact Center Benefits CRM Solutions Benefits Of CRM For Call Centers - CRM User Interface For Call Centers Customer Acquisition Cost What is Customer Acquisition Cost – CAC in Call Centers – Impact of Customer Acquisition Cost Customer Effort Score (CES) What is a Customer Effort Score – CES in Call Centers – Measuring Customer Effort Score Customer Experience (CX) What is CX – Customer Experience Strategy Customer Experience Interactions (CXI) What is Customer Experience Interactions – CXI in Call Centers – CX Interactions Customer Experience Modeling What is Customer Experience Modeling – CX Modeling - Customer Journey Mapping Customer Frustration What is Customer Frustration in Call Centers – Causes of Customer Frustration – Impact of Customer Frustration Customer Quality Assurance (CQA) What is Customer Quality Assurance – CQA in Call Centers - Quality Assurance Customer Service What is Customer Quality Assurance – CQA in Call Centers – Customer Assurance Metrics Customer Relationship Management (CRM) What is Customer Relationship Management – What is CRM in Call Centers – CRM for Customer Service Customer Satisfaction Score (CSAT) What is CSAT Score – Customer Satisfaction Score – Meaning of CSAT Score What is Customer Satisfaction Score – CSAT in Call Centers – Measuring Customer Satisfaction Customer Service How to Improve Call Center Customer Service – Ways to Improve Call Center CX Customer Service Representative (CSR) What Is a Customer Service Representative - What Is a CSR - What is the Role of a Customer Service Representative Customer Success What Does Customer Success Do – Benefits of Customer Success Customer Surveys in Call Centers What are Customer Surveys in Call Centers – Types of Surveys in Call Centers Detractor What are Detractors – Meaning of Detractors – How to Track Detractors What is a Detractor – Customer Dissatisfaction in Call Centers – Understanding Call Center Detractors Dialed Number (DN) What is a Dialed Number – DN in Call Centers – Purpose of DNs Dialed Number Identification Service (DNIS) What is DNIS – Dialed Number Identification Service – Benefits of DNIS Dialing Plans What are Dialing Plans – Purpose of Dial Plans – Ways to Use Dial Plans Differentiated Services Code Point (DSCP) What is DSCP - Differentiated Services Code Point – DSCP Networking in Call Centers Digital Experience Management (DEM) What is Digital Experience Management – Digital Experience Monitoring – DEM in Call Centers Digital Messaging What is Digital Messaging – Contact Center Digital Messaging – Digital Messaging in Customer Support Digital Workforce Digital Workforce Definition And Features - What Is A Digital Workforce Direct Inward Dialing (DID) What is Direct Inward Dialing – How Does Direct Inward Dialing Work – What is DID in Call Centers Dispositions What Are Dispositions – Purpose of Call Center Dispositions – Contact Center Dispositions Do Not Call Registry How to Check if a Number is On the Do Not Call List – Verify When a Call Was Registered on a DNC Registry Do Not Disturb (DND) What Is Do Not Disturb – DND – Do Not Call for Phones What to Do if You Are on the Do Not Call List and Still Get Calls – Purpose of Do Not Call Registry Dual Tone Multi Frequency (DTMF) What is DTMF – Dual Tone Multi Frequency – Benefits of DTMF Dumb Switch What is a Dumb Switch – What is an Unmanaged Switch – Benefits of Dumb Switches Enterprise Customer Relationship Management What are Enterprise CRMs – Enterprise Customer Relationship Management Erlang What is Erlang – What is Erlang Used for – Erlang Programming Language Estimated Wait Time (EWT) What is EWT in Call Centers – Estimated Wait Times – Why Businesses Should Measure EWT Exclusive OR (XOR) What Does XOR Mean – Exclusive OR in Call Centers Experience Analytics What is Experience Analytics – Customer Experience Analytics – Digital Experience Analytics Experience Transformation What is Experience Transformation – CX Transformation – Call Center Transformation Finance CX What is Finance CX – Customer Experience in Finance – Finance Call Center CX First Call Resolution (FCR) What is First Call Resolution – FCR in Call Centers – Calculating FCR in Contact Centers GenAI What is GenAI – Generative AI Benefits – Purpose of GenAI Global System for Mobile Communication (GSMC) What is a Global System for Mobile Communication – GSM in Call Centers – What is GSMC Global System for Mobile Communications (GSM) What is a GSM Phone - Global System for Mobile Communications Guest Services Experience What is Guest Services Experience – Guest Service in Call Centers Handling Time What is Handling Time – Handle Time in Call Centers – Measuring Handling Time Hosted Call Center What is a Hosted Call Center – Benefits of a Hosted Call Center In Call for Call Centers What Does In Call Mean for Call Centers – What is an In Call in Contact Centers Incoming Call What is An Incoming Call – Inbound Call Center – Incoming Call in Call Center What is An Outbound Call – Call Center Outbound Calls – Inbound or Outbound Call Strategies Incumbent Local Exchange Carrier (ILEC) What is an Incumbent Local Exchange Carrier – ILEC in Call Centers – Purpose of ILEC Indirect Feedback What is Indirect Feedback – Call Center Indirect Feedback – Value of Indirect Feedback Integrated Services Digital Network (ISDN) What is ISDN – Integrated Services Digital Network - Benefits of ISDN Intelligent Routing What is Intelligent Routing – What is Skills Based Routing – Benefits of Intelligent Routing Intelligent Virtual Agents (IVA) Benefits Of IVA In Call Centers - Benefits Of An IVA In Business What Are Intelligent Virtual Agents - Benefits Of Intelligent Virtual Agents Interactive Voice Response (IVR) Benefits Of Cloud IVR - What Is Cloud Based IVR - How Interactive Voice Recognition Improves CX What Does IVR Stand for in Call Centers – Purpose of IVR – IVR in Contact Centers What is IVR in Call Centers – Interactive Voice Response System Internal Call What is an Internal Call – How to Make Internal Calls – Internal Calls without Extensions Internet Telephony What is Internet Telephony – Types of Internet Telephony - Definition of Internet Telephony Intraday Management What is Intraday Management – Real-Time Call Center Monitoring – Benefits of Intraday Management IVR Phone System IVR Phone System - Call Center IVR System Knowledge Management What is Knowledge Management - Knowledge Management Process – Enterprise Knowledge Management KPIs In Call Centers What are KPIs in Call Centers – Types of Call Center KPIs – Examples of Call Center KPIs Listen In What is A Listen In – Types of Call Center Call Monitoring – Call Center Quality Control Missed Calls What are Missed Calls – Call Center Missed Calls – Missing Calls in Contact Centers Mobile Voice What is Mobile Voice – Voice Communication Services - Mobile Voice Features Multichannel Call Center What is a Multichannel Call Center – SMS Channel in Call Centers – Social Media Customer Support Net Promoter Score (NPS) What is a Net Promoter Score – NPS in Call Centers – Measuring Net Promoter Score Network Operations Center (NOC) What is a Network Operations Center – NOC in Call Centers – Purpose of NOC in Contact Centers No Caller ID How to Call Back No Caller ID – Purpose of No Caller ID – No Caller ID in Call Centers Not Ready What is Not Ready – Call Center Not Ready – Why Call Centers Monitor Not Ready Omnichannel Contact Center Software What is Omnichannel Contact Center Software – Omnichannel Call Center Software Online Marketplace What is an Online Marketplace – Virtual Marketplace – Call Center for Online Marketplace Phishing What is Phishing - Benefits of Phishing Awareness Phone Carriers What is a Phone Carrier – Reliable Phone Carriers Phone Extension What is a Phone Extension – Benefits of Phone Extensions Phone Prompts What are Phone Prompts – IVR Prompts – Call Center Phone Prompts Post Office Protocol 3 (POP3) What is Post Office Protocol 3 – POP3 in Call Centers Post-Pandemic What Is An Omnichannel Call Center - The Post-Pandemic Shopper Power Dialing What is Power Dialing – Power Dialers in Call Centers- Benefits of Power Dialers Predictive Dialer How To Use A Salesforce Dialer - Utilize Salesforce With Predictive Dialers What is Predictive Dialing – What is A Predictive Dialer – Predictive Dialers in Call Centers Preview Dialer What is a Preview Dialer – Automated Dialing System – Benefits of Call Center Dialing Systems Private Branch Exchange (PBX) What is Private Branch Exchange – PBX in Call Centers – Benefits of PBX Systems Progressive Dialer What is a Progressive Dialer – Progressive Call Dialer Software – Benefits of a Progressive Dialer Progressive Dialing What is a Progressive Dialer – Progressive Dialing in Call Centers - Benefits of Progressive Dialers Public Switched Telephone Network What is the Public Switched Telephone Network – Facts About PSTN - What is a PSTN Quality Assurance (QA) What is Call Center Quality Assurance – How to Improve Quality Assurance in Call Centers Quality Calibration What is Quality Calibration – Benefits of Quality Calibration – Quality Calibration in Call Centers Quality Evaluations What is a Quality Evaluation - Call Center Evaluations – Benefits of Quality Evaluations Queue What Is a Phone Queue - What Is A Queue In Call Centers What is a Virtual Queue – Call Center Virtual Queues – Purpose of Virtual Queues RCS Messaging What Does RCS Message Mean – Text Message RCS Meaning Real Time Adherence What is Real Time Adherence – Workforce Management Tool – Real-Time Adherence in Call Centers Real Time Text What Does an RTT Call Mean – Real Time Text Calls – What is RTT Calling Reason Code What is a Reason Code in Call Centers – Benefits of Using Call Center Reason Codes Received Call What is a Received Call – Types of Received Calls – Inbound Calls in Call Centers Remote Agent What is a Remote Agent – Call Center Remote Agents - Benefits of Employing Remote Agents Remote Procedure Call What is a Remote Procedure Call – RPC in Call Centers – Architectural Styles in API Design Response Time What is Average Handle Time – What is AHT in Call Centers – Customer Service AHT What is Response Time – What is Response Time in Call Centers – Benefits of a Good Response Time Restricted Call What is a Restricted Call – Purpose of Restricted Calls – Restricted Calls in Call Centers Robocall What is a Robocall – Call Center Robocalls – Purpose of Robocalls Robotic Process Automation (RPA) What is RPA - Contact Center Automation – RPA in Call Centers Schedule Adherence What is Adherence in Call Centers – Schedule Adherence What is Schedule Adherence – Call Center Agent Metrics – Benefits of Schedule Adherence Screen Pop What is a Screen Pop – Pop Up Chat for Call Centers – Types of Screen Pops Sentiment Score What is Sentiment Score – Sentiment Score in Call Centers – Measuring Sentiment Score Short Message Service (SMS) What is SMS – Benefits of a Short Messaging Service in Contact Centers – Contact Center SMS Messaging Single Pane of Glass in a Call Center What is a Single Pane of Glass in a Call Center – Unified Contact Center Software Platform SIP ALG What is SIP ALG – Why Disable SIP ALG – Improve VoIP Performance Skills Based Routing (SBR) What is Skills Based Routing – SBR in Call Centers – Benefits of Skill Based Routing Smartphone Dialer What is a Smartphone Dialer - Smartphone Dialer Features – Benefits of Smartphone Dialer SMB Call Center What is an SMB in Call Centers – Call Center SMBs – Small Business Call Center Smishing What is Smishing – SMS Phishing – Smishing Awareness Softphone What is a Softphone - Call Center Softphone Softswitch What is a Softswitch – Softswitches for VoIP – How Does a Softswitch Work Speech Recognition Text To Speech – Call Center TTS – What is TTS What Is Speech Recognition – Speech to Text in Call Centers – Contact Center Speech Recognition Talk Time Talk Time in Call Centers – Average Talk Time – Benefits of Measuring Call Time Teleworking What is Teleworking – Benefits of Teleworking – What is Telecommuting TFW on Phones TFW Meaning on Phones – Benefits of TFW Services Third Party What Is A Third Party – What Is Third Party Technology – Third Parties in Businesses Toll Free Number What Is a Toll-Free Number – Purpose of Toll-Free Numbers – Business Toll-Free Numbers Toll-Free Numbers (TFN) What is TFN in Call Centers – Call Center Toll-Free Numbers Transferred Call What is a Transferred Call – Reasons for Transferred Calls – Meaning of Transferred Calls Trunk Call What is a Trunk Call – International Phone Calling - Global Customer Service Calling Unified Communication As A Service (UCaaS) Three Benefits of Unified Communications - Why Unified Communications Is So Important What Is UCaaS - What Is Unified Communication As A Service; Providers & Features Workforce Solutions Contact Center Benefits - How To Utilize Workforce Communications Virtual Board What is a Virtual Board – Online Whiteboards - Ways to Use Virtual Boards Virtual Call What is a Virtual Call – Benefits of Virtual Calls – Companies that Use Virtual Calls Virtual Call Center (VCC) What is a VCC in Call Centers – Benefits of Virtual Call Centers – Purpose of VCCs What Is a Virtual Call Center - Virtual Contact Center - What is a VCC Virtual Contact Center What is a Virtual Contact Center – VCC Solutions - Virtual Contact Center Software Virtual Hold What is a Virtual Hold – Queue Callbacks – Call Center Virtual Holds Virtual Hold Technology What is VHT in Call Centers - Virtual Hold Technology – Benefits of VHT Virtual Observer What is Virtual Observer – Agent Virtual Observer – Virtual Observer WFO Virtual Phone Number What is a Virtual Phone Number - Virtual Business Number Voice Authentication What is Voice Authentication in Call Centers – Voice Authentication Solution – Voice Biometric Authentication Voice of the Customer (VoC) What is Voice of the Customer – VoC in Call Centers – Voice of the Consumer Voice Response Unit (VRU) What is VRU in Call Centers – Voice Response Unit – Benefits of VRU Voiceprint What is a Voiceprint – Voiceprint Identification – Customer Authentication VoIP What is VoIP – Voice Over Internet Protocol – VoIP in Call Centers Web Conferencing What is Web Conferencing – Web Conferencing in Call Centers - Use Cases for Web Conferencing Workforce Engagement Management (WEM) What is Workforce Engagement Management - WEM in Customer Service – Employee Productivity Tools Workforce Management (WFM) What is Workforce Management – What is WFM in Call Centers Workforce Optimization (WFO) Benefits Of Workforce Management - Contact Center Workforce Management Metrics Contact Center Optimization Benefits - How Workforce Optimization (WFO) Transforms Call Centers What Is Workforce Management In A Call Center - Benefits of WFM In Call Centers What Is Workforce Optimization - What Are the Benefits of WFO What is Workforce Optimization – WFO in Call Centers – WFO Tools Workforce Optimization Call Center Benefits - How To Use Call Center Gamification Software
