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.
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.
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.
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
A group of agents all having the same skill set.
The set of skills that an agent or group of agents have.
Service Level Agreement, the contract between a business unit and higher management or an outsourcer with its client company concerning the required service levels.
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.