Automatic Call Distributor, a part of a PABX that can distribute calls that arrive on one or more numbers to extensions which are part of one or more groups that are assigned to that number.
A step-by-step method to solve a certain, often computational, problem.
Also known as business analytics, a fact-based approach to business process and product improvement using advanced mathematics and ICT.
A collection of resources (typically agents and ICT equipment) capable of delivering services by telephone.
In the context of contact centers a means to have contact with customers. Examples are telephone, fax, and internet.
A collection of resources (typically agents and ICT equipment) capable of delivering services through multiple communication channels.
Customer Relationship Management, mainly used to denote computer systems that allow to record and retrieve interactions with the customer. CRM systems made the advent of call centers possible.
A field of science aimed at discovering relations in data. It has a big overlap with statistics, but it is less mathematical, having its origins in computer science.
First Call Resolution applies when a call is handled right the first time, not necessitating a second call. The FCR rate is the fraction of first calls for which this is the case. See also reconnect.
Information and Communication Technology, technology relative to computers and technology-assisted communication.
Longest waiting call, a call selection rule used in multi-skill call centers.
Used throughout the fellowship course as mathematical model, a description in mathematics terms of part of a system, that allows an analysis of certain aspects of that system. For example, a simulation model.
Informal statistical term meaning unexplained variability (as in Poisson noise).
Functionality of an ACD that allows outbound calls to be automatically initiated, anticipating future availability of agents.
The fact that a caller, after having been served, calls back after some time for the same service. See also FCR.
The fact that a caller, after having been served or not, calls back for the same service. Comprises of redials and reconnects.
Skill(s)-based routing, the fact that different types of calls are routed to different agent groups based on the type of the call and the skills of the agents.
A group of agents all having the same skill set.
The set of skills that an agent or group of agents have.
Single skill first, an agent selection rule used in multi-skill call centers, that assigns calls to agents with the least number of skills.
Service Time, see AWT.
Time To Answer, see AWT.
Voice Response Unit, synonym to IVR.
Workforce Optimization includes WFM, call monitoring and agent performance management.
Time after the end of a call that the agent spends on the call. Consist usually of entering call-related data in a computer system.
Synonym to cross-trained.
Computer-Telephony Integration, the process that enables communication between and integration of telephone equipment and computer systems.
The prediction of (exogenous) variables such as call volume and AHT
Private Automatic Branch eXchange, the telephone switch local to the company.
Business-to-business: a commercial transaction between one business and another.
In business, a cost center is a division that adds to the cost of an organization, but only indirectly add to its profit. Typical examples include Research and Development, Customer Service and Marketing
Dialed Number Identification Service, a part of the ACD that recognizes the calling number.
An agent who has all skills and/or can handle all types of calls.
Order of Operations
When we speak about operations mathematically, it means things like add, subtract, multiply, divide, squaring, etc. Remember: If it isn't a number it is probably an operation.
7 + (6 × 52 + 3)
... what part should you calculate first?
Start at the left and go to the right?
Or go from right to left?
Warning: Calculate them in the wrong order, and you will get a wrong answer !So, long ago people agreed to follow rules when doing calculations, and they are:
Do things in Parentheses First. Example:
The organizational process of creating and maintaining a plan.
Real-Time Performance Management
The process of deciding how to commit resources between a variety of possible tasks.
A call that is abandoned by the calling party before a connection with an agent is made with 2 conditions:
1. The call is queued
2. The call is abandoned within a predetermined short abandonment threshold
The reason that short abandons are mentioned separately from regular abandoned calls is short abandons should not be included in service level calculations. The reason behind this line of thinking is that a customer that hangs up within the the short abandonment threshold does not give the contact center agent enough time to pick up the phone.
Service Level Agreement, the contract between a business unit and higher management or an outsourcer with its client company concerning the required service levels.
The average amount of time customers are willing to wait before abandoning the queue.
Telephone Service Factor, see SL.
The activity of mimicking a real-world system over time, usually performed with a computer. The goal of simulation is to quickly evaluate the performance of such a system, and see how the system behaves by changing some variables. Simulation is also often used to approximate solutions to problems when there is no numerical solution
Measure of the workforce, which is equal to:
Equal to the Gross Workload
The mean (or average) of a series of numbers of length n is defined as the sum of the numbers in the series divided by n. In formula form this is shown as follows:
For example: if our series of numbers is 1 2 3 4 5, then the mean is equal to.
The excel function for the mean is AVERAGE()
The weighted mean is similar to the general mean, except that some points contribute more to the mean than some others. Mathematically if we have a set of points and a set of weights that belong to the points, then the weighted average is equal to
for example, if we have two sets of points, 1 2 with weight 1 and 3 4 5 with weight 2, then the weighted average of all points is equal to
In excel there are two ways to calculate the weighted average. say we have the values in column A and the weights in column B.
In the first method we set the product of A and B in column C. Then, the weighted average is given by WAV = SUM(C:C)/SUM(B:B)
The second method uses the sumproduct function. This method doesn't require an additional column to be used. WAV = SUMPRODUCT(A:A,B:B)/SUM(B:B)
The Decimal Separator is the charactar used to indicate where the fractional part of a number begins and where the integer part ends.
The symbol used for the ecimal separator differs per country and is either a dot '.' or a comma ','. Because of this, the decimal separator also differs between versions of excel.
On this website we use the English version of excel, therefore we use the dot as the decimal separator.
The fraction of paid time that an agent is not available for taking calls because of holidays, training, paid breaks, etc.
Below you can see an example of a shrinkage table. It is important to note that this is merely an example to illustrate how shrinkage is calculated. There can be many more activities that can be added and not all activities are relevant for all companies.
Business-to-Consumer. A commercial transaction between a business and a consumer.
The net workload plus a safety:
Workload is defined as the amount of work in hours. Workload is usually calculated by the following formula:
Obviously the amount of offered and handled workload can differ over the same interval.