Call Centre Jargon Buster
Kbps
Kilobits - 1,000 bits per second
Kilostream
The commercially available leased line service that operates at 64 Kbps.
KPIs
Key Performance Indicators. These are the competences, skills or targets which have been identified as key to good performance. These are the areas that require regular measurement to ensure performance standards are met.
LAN (Local Area Network)
Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources.
Line utilisation
An ACD report showing each exchange line and its occupancy during the requested period of the report.
Local Area Network
LAN. Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources.
Mainframe
A computer which houses various applications, frequently the company database.
Mbps
Megabits - 1,000,000 bits per second
Megastream
The commercially available leased circuit operating at 2.048 Mbps
Mean monthly trend
The percentage increase or decrease in call volume over a one month period.
Middleware
Middleware is an extra layer of software which sits between the switch and application programmes. This enables you to bolt on software programme modules to dumb switches giving them the intelligence to automatically distribute calls etc. These modules offer all levels of functionality from automatic call distribution to computer telephony integration, to interactive voice response and workforce scheduling.
MIS
Management information services - Reports from the ACD showing data on agents and agent groups, inbound and outbound calls, and exchange lines.
Multiplexor
A device which enables several different signals to be sent down the same line. Sometimes referred to as a "mux".
Music & Messaging on Hold
Where calls in the queuing process are played messages and music in order to tempt callers into holding longer and also when callers are placed on hold during the handling of their calls.
MUX Multiplexor
A device which enables several different signals to be sent down the same (telephone) line
Network Computer (NC)
Where you put most of the intelligence back into the server, similar to a mainframe system and dumb terminals where you use the desktop PC merely for input, output and presentation with all the applications run only on the server. However the NC does have its own intelligence. Also called thin clients.
Night Service
Used when the call centre is closed, this might be a message given to callers, a diversion to another centre or to voice mail boxes.
Occupancy
The percentage of time an individual agent, or all agents (average) are actively occupied during talk time and wrap up time. Occupancy does not include ready time.
Open Architecture
The overall design of hardware or software that it is generally compatible with other major applications from different vendors.
Outbound
All calls that are made by the call centre.
Outbound Dialler
Or automatic dialler. These automate outgoing calls and have various levels of sophistication. See screen, power, predictive and progressive dialling.
Outsourcing
Where you contract an external company to provide call centre services.
Overflow
When calls are flowed from one Agent Group to another in order to be handled more quickly.
