What Is a Transferred Call?
April 29, 2025A transferred call is a phone call that an agent moves from their line to another agent, team, or department within the contact center. Call transfers happ...
A transferred call is a phone call that an agent moves from their line to another agent, team, or department within the contact center. Call transfers happ...
A warm transfer is a call-handling process in which an agent transfers a customer call to another agent or department after first speaking with the receivi...
Agent utilization is a performance metric in contact centers that measures how effectively agents use their working time to handle customer interactions. I...
Agent status refers to a contact center agent's real-time availability and activity state within the system. It shows what an agent is currently doing—wh...
An agent workspace is a unified interface or dashboard used by contact center agents to manage and handle customer interactions across multiple channels, s...
API stands for Application Programming Interface. It is a set of rules and protocols that allows different software applications to communicate with each o...
An automatic call dialer, or autodialer, is software used in contact centers to automate dialing phone numbers for outbound calls. Instead of agents manual...
An inbound call is a phone call received by a contact center, customer service team, or business from a customer or client. Rather than the business, the c...
An incumbent local exchange carrier (ILEC) is a telephone company that was initially established to provide local landline telephone services in a specific...
An outbound call is made from a contact center or call center agent to a customer, client, or prospect. An agent can initiate these calls manually or autom...
