What Is Estimated Wait Time (EWT)?
April 29, 2025Estimated wait time (EWT) is a real-time metric used in contact centers to predict how long a customer will wait in a queue before being connected to an av...
Estimated wait time (EWT) is a real-time metric used in contact centers to predict how long a customer will wait in a queue before being connected to an av...
Interactive voice response (IVR) is an automated telephony system that interacts with callers through voice prompts and keypad inputs. It allows customers ...
Internet telephony refers to any form of voice and communication services transmitted over the Internet instead of traditional landline networks. This incl...
Intraday management refers to the real-time monitoring and adjustment of workforce activities within a contact center during a day. It helps ensure staffin...
Interactive Voice Response (IVR) is an automated phone system that interacts with callers through pre-recorded voice prompts, keypad inputs, or speech reco...
Omnichannel contact center software is a unified platform that allows businesses to manage customer interactions across multiple communication channels, su...
Quality calibration is used in contact centers to ensure that all customer interactions are evaluated consistently and fairly across agents and teams. It i...
Self-service in a contact center refers to tools and systems that allow customers to find information, complete tasks, or solve problems without speaking w...
Text-to-speech (TTS) is a technology that converts written text into spoken words using synthetic voice. TTS is commonly used in a contact center to automa...
Average Waiting Time (AWT) is a contact center metric that measures the average time a customer spends waiting in a queue before being connected to an agen...