Call Centre Jargon Buster
Fax Back
This is where you call a voice response machine on your fax line, you tell it what you want by keying in the appropriate numbers, and as soon as you put your phone down, the relevant information is sent to your fax.
Fax on demand
The same as above except you do not need to use your fax phone. You can call from anywhere, but you will be asked to key in your fax number. However, in most cases if you have used the system once already, it will repeat the fax number you gave last time and simply ask you to confirm it.
FTE
Full time equivalents: The number of agents required expressed in terms of total man-hours required divided by the number of hours a full time agent would normally work. This figure facilitates salary budgets and hiring approvals.
Gate
A group of agents handling one or more specific types of call.
Gpbs
Gigabits - 1,000,000,000 bits per second
Graphical user interface
(GUI) Pronounced Gooey. This is a generic term for presentation on screen of computer information in a graphical form (simply put, pictures such as icons).
Half-hour segment index factor
A weight given to each half hour of the day so that daily call forecasts can be allocated accurately to each half hour segment.
Headset
A telephone set with ear and mouthpiece which enable a hands-free operation.
HTML
See Hyper-text mark up language
Hunt Group
Used with ordinary PBX systems to distribute calls. There are two systems, the fist where calls are distributed in the same order each time so that the first extension will always receive the next call unless busy when it will hunt to the second extension. The second system is called 'Round Robin' where the next call will automatically hunt to the second extension and the third to the third extension etc. offering a more even distribution of calls.
Hybrid ACDs
Telephone systems that can operate as both automatic call distributors and PBXs.
Hypertext link
Used in the world wide web to create a link to another page (anywhere in the world) which enables people to view these by a simple double click of the mouse.
Hypertext mark up language
HTML. The language protocol of the Internet, enabling all computers - whether PC or Mac - anywhere in the world to share information. All documents need to be translated into HTML in order to be viewed on the Internet. There are now many packages that can do this automatically from a word processed document.
Idle
A name given to agents who are available and waiting for a call to come in. Also called Available or Ready.
Inbound
All calls received by the call centre.
Intelligent Routing
This will route callers based on a number of parameters including information on the caller, queue status, agent status and the present situation. also called skills-based routing.
Interactive voice response
IVR. Where an inbound call is answered by a recording which asks the customer to press buttons on the keypad in response to a menu of options. The numbers selected may instruct the system to search for specific information which is then converted into the spoken word, for example a bank balance.
Interactive web response
IWR. Enables customers to transact business over the Internet, interacting with the company's database, and transfer to an agent in the call centre, continuing the enquiry over the phone or by using web chat.
Interflow
When calls are flowed out of the ACD to another answering source, for example when all agents are busy and calls have stacked up past the desired parameters, or for night service arrangements. Once interflowed, they cannot be brought back into the ACD.
Internet
A global network of computers, enabling anyone, anywhere in the world to contact anyone else on the system, or view their documents. Sending messages is called e-mail, viewing documents is called web browsing.
Internet Protocol
The language of the Internet, called HTML, Hyper text mark up language.
Intraflow
When calls are flowed from one Agent Group to another in order to be handled more quickly.
Intranet
A network of networks that uses the Internet but is contained within a controlled environment, for example, internal company information that is viewed only by its employees.
IP
See Internet Protocol
ISDN
Integrated Services Digital Network, An all digital network which may carry both voice and data and usually leased in bundles of 30 trunks.
IVR
Interactive voice response. Where an inbound call is answered by a recording which asks the customer to press buttons on the keypad in response to a menu of options. The numbers selected may instruct the system to search for specific information which is then converted into the spoken word, for example a bank balance.
