Consolidating data warehouse tables
Average Call Value Total revenue divided by total number of calls for a given period of time.
Automated Attendant A telephone processing system that offers callers a recorded menu of choices designed to direct their call to the desired party.Agent Utilization Measured as a percentage or in raw time, utilization compares a Brand Specialist’s in-call and/or after-call work time to their total logged or clocked time. Analytics (Contact Center Analytics) Using a variety of methods to collect customer data across all platforms in an effort to identify customer needs, increase customer engagement, optimize call center performance and increase customer satisfaction levels. Announcement A pre-recorded directive played to callers.Often used in reference to the visual representation of data driven insights. May include pre-interactive voice response brand promotions, as an example.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.