Database Call Handling :
An application, whereby the ACD works in sync with the database computer to process calls, based on information in the database. For example, a caller inputs digits into a voice processing system, the database retrieves information on that customer and then issues instructions to the ACD on how to handle the call (e.g., where to route the call, what priority the call should be given in queue, the announcements to play, etc.).

Delay :
Also called Queue Time- the time a caller spends in queue, waiting for an agent to become available. Average Delay is the same thing as Average Speed of Answer.

Delay Announcements :
Recorded announcements that encourage callers to wait for an agent to become available, remind them to have their account number ready, and provide information on access alternatives. In some systems, delay announcements are provided through recorded announcement routes (RANs).

Dialled Number Identification Service (DNIS) :
A string of digits that the telephone network passes to the ACD, to indicate which number the caller dialled. The ACD can then process and report on that type of call according to user-defined criteria. One trunk group can have many DNIS numbers.

Dual-Tone Multifrequency (DTMF) :
A signalling system that sends pairs of audio frequencies to represent digits on a telephone keypad. It is often used interchangeably with the term Touchtone (an AT&T trademark).

Dynamic Answer :
An ACD feature that automatically reconfigures the number of rings before the system answers calls, based on real-time queue information. Since costs don't begin until the ACD answers calls, this feature can save callers or the call centre money when long distance charges apply.

Envelope Strategy :
A strategy whereby enough agents are scheduled for the day or week to handle both the inbound call load and other types of work. Priorities are based on the inbound call load. When call load is heavy, all agents handle calls, but when it is light, some agents are reassigned to work that is not as time-sensitive.

Erlang :
An Erlang is a number between 0 and 1 that indicates how busy a telephone facility is over a period of time. An Erlang of 1 applied to a particular telephone circuit would indicate busy 100% of the time. An Erlang can be applied to the group of lines in a telephone trunk line or to the traffic in a telephone call centre.

Erlang B :
A formula developed by A.K. Erlang, widely used to determine the number of trunks required to handle a known calling load during a one hour period. The formula assumes that if callers get busy signals, they go away forever, never to retry (lost calls cleared). Since some callers retry, Erlang B can underestimate trunks required. However, Erlang B is generally accurate in situations with few busy signals.

Erlang C :
Calculates predicted waiting times (delay) based on three things: the number of servers (reps); the number of people waiting to be served (callers); and the average amount of time it takes to serve each person. It can also predict the resources required to keep waiting times within targeted limits. Erlang C assumes no lost calls or busy signals, so it has a tendency to overestimate staff required.

Erlang, A.K :
A Danish engineer who worked for the Copenhagen Telephone Company in the early 1900s and developed Erlang B, Erlang C and other telephone traffic engineering formulas.

Error Rate :
Either the number of defective transactions or the number of defective steps in a transaction.

Escalation Plan :
A plan that specifies actions to be taken when the queue begins to build beyond acceptable levels.

Fast Clear Down :
A caller who hangs up immediately when they hear a delay announcement.

Fax on Demand :
A system that enables callers to request documents, using their telephone keypads. The selected documents are delivered to the fax numbers they specify.

Full-Time Equivalent (FTE) :
A term used in scheduling and budgeting, whereby the number of scheduled hours is divided by the hours in a full work week. The hours of several part time agents may add up to one FTE.

Grade of Service :
The probability that a call will not be connected to a system because all trunks are busy. Grade of service is often expressed as "p.01" meaning 1% of calls will be "blocked." Sometimes, grade of service is used interchangeably with service level, but the two terms have different meanings.

Handled Calls :
The number of calls received and handled by agents or peripheral equipment. It does not include calls that abandon or receive busy signals.

Handling Time :
The time an agent spends in Talk Time and After-Call Work, handling a transaction. Handling Time can also refer to the time it takes for a machine to process a transaction.

Help Desk :
A term that generally refers to a call centre set up to handle queries about product installation, usage or problems. The term is most often used in the context of computer software and hardware support centres.

Scheduling Exception :
When an agent is involved in an activity outside of the normal, planned schedule.

Screen Monitoring :
A system capability that enables a supervisor or manager to remotely monitor the activity on agents' computer terminals.

Service Level :
Also called Telephone Service Factor, or TSF. The percentage of incoming calls that are answered within a specified threshold: "X% of calls answered in Y seconds."

Service Level Agreement :
Performance objectives reached by consensus between the user and the provider of a service, or between an outsourcer and an organization. A service level agreement specifies a variety of performance standards that may or may not include "service level."

Smooth Call Arrival :
Calls that arrive evenly across a period of time. Virtually non-existent in incoming environments.

Special Causes :
Variation in a process caused by special circumstances.

Speech Recognition :
The capability of a voice processing system to decipher spoken words and phrases.

Supervisor :
The person who has front-line responsibility for a group of agents. Typical ratios are one supervisor to every 10-15 agents. However, help desks can have one supervisor for every 5 people, and some reservations centres have one supervisor for every 30 or 40 agents. Generally, supervisors are equipped with special telephones and computer terminals that enable them to monitor agent activities.

Supervisor Monitor :
Computer monitors that enable supervisors to monitor the call handling statistics of their supervisory groups or teams.

T1 Circuit :
A high speed digital circuit used for voice, data or video, with a bandwidth of 1.544 megabits per second. T1 circuits offer the equivalent of twenty-four (24) analog voice trunks.

Talk Time :
The time an agent spends with a caller during a transaction. Includes everything from "hello" to "goodbye."

Threshold :
The point at which an action, change or process takes place.

Tie line :
A private circuit that connects two ACDs or PBXs across a wide area.

Transmission Control Protocol/Internet Protocol (TCP/IP) :
The protocols that govern the exchange of sequential data. TCP/IP was designed by the U.S. Department of Defense to link dissimilar computers across many kinds of networks. It has since become a common standard for commercial equipment and applications.

True Calls per Hour :
Actual calls an individual or group handled divided by occupancy for that period of time.

Trunk :
Also called a Line, Exchange Line or Circuit. A telephone circuit linking two switching systems.

Trunk Group :
A collection of trunks associated with a single peripheral and usually used for a common purpose.

Trunk Load :
The load that trunks carry. Includes both Delay and Talk Time.

Trunks Idle :
The number of trunks in a trunk group that are non-busy.

Trunks in Service :
The number of trunks in the trunk group that are functional.