Consult the terminology and concepts that you may encounter when interacting with the products and services of the wolkvox suite.
- Abandon Call: Missed or hung-up call by the customer while waiting to be attended. For example, a customer calls a company for support, but while waiting to be answered by an agent, they decide to hang up before their call is answered.
- ACW (After Call Work): This is a component of AHT. It is the average time an agent takes to classify, code or record customer information after the call.
- Adherencia al horario: Term referring to schedule adherence. It is measured as a percentage given by the number of minutes the agent was actually connected divided by the time they should have been connected.
- Agente (Agent): Person who performs operational functions in a contact center. Also known as an advisor or service representative..
- Estado del Agente (Agent State): It refers to the status in which the advisor is (Ready, Talk, ACW, Auxiliary States, or Logout).
- AHT: (Average Handle Time): This corresponds to the average time used per attended transaction, which includes conversation time (ATT), time on hold with a customer (Hold), and post-call documentation time (ACW). The format in which this indicator is presented is hh:mm:ss
- ANI (Automatic Number Identification): It is a feature that automatically determines the telephone number of the person who is calling.
- Answer: The result of a call that was answered is usually referred to as a ‘connected call’.
- Answer Machine: The result of a call that was answered by a machine (voicemail) is commonly referred to as a ‘machine answer’ or ‘machine response’.
- ASA (Average Speed of Answer): The average time a customer has to wait in a skill or queue before being answered by an agent is commonly referred to as ‘average wait time’ or ‘average queue time’.
- AUX-TIME: Time that the agent has accumulated in auxiliary states (breakfast, bathroom, meeting, training, lunch, break, among others).
- Benchmark: These are the best examples and best practices observed by COPC Inc. throughout the different industries and businesses in the contact center sector.
- Busy: Result of a call where the phone line is busy.
- Calls: Total number of calls.
- CDR (Call Detail Record): An indicator that shows detailed information of each call, this data is used to process reports, such as measuring the telephone costs of the contact center.
- Activity code: It is a code that the agent records at the end of a call with a client, it is used to identify how or in what the interaction ended.
- COPC (Customer Operations Perfomance Center): It is a performance management system for operations that manage the customer experience. It offers a set of management practices and key metrics/measures for operations related to managing the customer experience through a single or multiple channels.
- CRM (Customer Relationship Management): It is a system or platform used by many companies to manage their customers, sales, internal cases, etc. There are a variety of CRMs on the market and they are widely used to complement the telephonic management carried out by Wolkvox. In Wolkvox, the call or contact is made and the result of it is saved in the CRM.
- DNIS (Dialed Number Identification Service): It is an identifier used between 2 telephone plants or platforms for calls with a specific option. The telephone plant of the client XYZ will send calls to the wolkvox platform, so wolkvox enables a DNIS to receive their calls.
Critical Error: Inaccuracy that makes a transaction entirely defective. Generally, these are errors that make the customer have to contact the contact center again or result in unnecessary expenses for the customer.
- FAILED: Result of a call where the phone is out of service or not working properly.
- FIREWALL: A physical or digital platform whose purpose is to protect the company from attacks or malware. It also allows the creation of policies that restrict browsing to certain pages or platforms.
- HITS: These are the number of positive codes that the operation or campaign has (sales, successful collections, scheduled appointments, among others). The administrator of your operation will be in charge of creating the coding codes and deciding which of those codes are established as hits or successful interactions.
- Call ID: It is the identification number of the call, all calls and recordings are saved with a unique ID.
Agent ID: It is the identification number of the agent, and also serves as the agent’s extension
- Automatic Number Identification (ANI): Identifica el número desde el cual se está realizando la llamada, este parámetro salva o guarda el numero desde donde se está haciendo una llamada, si un cliente llama al contact center desde su celular 3113367284 el ANI que se identifica en wolkvox es el 3113367284.
- Inbound-Calls: Number of incoming calls.
- Internal-Call: Number of internal calls, between agents.
- Local IP: The IP assigned by a router to a device to identify it in a local network.
Public IP: An IP address assigned by an Internet Service Provider (ISP) to a customer, it is the IP address used to access the internet.
IVR-Audio: Pre-recorded audio that offers customers a menu with several options to route them to their desired destination, “press 1 for sales, 2 for support, 3 for customer service.
- Login Time: Total time accumulated by the agent connected to the wolkvox platform, regardless of their status.
Manual dialing: A type of dialing or call where the agent manually copies the customer’s phone numbers and contacts them, for example, copying the phone number from Excel and manually pasting it into the dialer to call them.
Predictive Dialing: Type of dialing or calling where the system automatically contacts customers that have previously been loaded into Wolkvox in an Excel database with the phones to be contacted. This is a type of dialer that has an algorithm that defines the number of calls to be made, being very aggressive (It can make up to 10 calls for one agent – 10 to 1). It is widely used in the world of collections or sales to call customers massively.
Preview Dialing/Preview Dialer: Type of dialing where the agent is provided with a list of customers through an Excel sheet, so that the agent can contact these customers at their own pace. It is a type of manual dialing, and it is used when the follow-up that must be done for the customer is very personalized.
Progressive dialing/marker: Type of dialing/marker where the system automatically contacts the customers previously loaded in an Excel database with the phone numbers to be contacted on Wolkvox. This marker makes calls proportional to the number of agents connected, that is, if there are 4 agents connected, the system makes 4 calls.
NAT: A process performed by firewalls, which converts packets coming from the internet (public) to a connection of a computer (local), and vice versa, making a correct conversion of a packet that leaves a local solution to a solution that is on the internet. Public IP to local – Local IP to public.
Service Level: This is a famous indicator, as it measures the percentage of calls answered before a specific time threshold. The most common indicator is 80/20, which means answering 80% of calls before 20 seconds. There are many others such as 90/10 or 70/30, etc.
No Answer: Result of a call that was not answered.
- Occupancy: Refers to the “occupation or utilization” of agents. For Wolkvox, an agent is considered occupied when their status is TALK (call) or ACW (after-call work). This indicator tells us what percentage of their LOGIN TIME was occupied.
Outbound-Calls: Number of outgoing calls.
QoS (Quality of Service): Exercise that switches perform to guarantee that a package has the demanded quality to navigate without problems. It ensures that if a data package demands 200 kb of navigation, then it always has those 200 kb to navigate.
- Queue Call: Real-time indicator that allows you to observe the number of calls that are in the queue or waiting to be answered by an agent.
Ready-Time: The time that the agent spends in the ready state. (Idle time, not working).
Ring-Time: The time an agent has spent in RING or calling the client, ringing while waiting for an answer.
RPC (Right Party Contact): Parameter of the wolkvox Contact Center platform that defines a call as an effective contact with the intended person. In other words, the agent was able to successfully contact the desired person.
Skill (or queue): They are a group of agents who attend to a specific service, for example, the technical support skill, the sales skill, the customer service skill, among others.
Softphone: Digital or on-screen phone or dialer.
Survey: Satisfaction survey, where customers can rate the service satisfaction.
VTO stands for “Voice Treatment Option”, which is a pre-recorded audio message that informs callers that all agents are currently busy and provides them with options for further action, such as waiting in the queue or leaving a voicemail.
WPC (Wrong Party Contact/Connect): Is a parameter of the wolkvox Contact Center platform that defines a call as a non-effective contact with the intended party, meaning that contact with the desired person was not achieved.