Expected Wait Time: The time a customer typically for inbound contact center agents, can expect to wait until their turn to be answered by a live agent. Often alleviated by IVR and Queued Callback or, Virtual Wait. >Learn More.
The concepts and mathematics introduced by Agner Krarup Erlang have broad applicability beyond telephony. They apply wherever users arrive more or less at random to receive exclusive service from any one of a group of service-providing elements without prior reservation, for example, where the service-providing elements are ticket-sales windows, toilets on an airplane, or motel rooms. (Erlang’s models do not apply where the service-providing elements are shared between several concurrent users or different amounts of service are consumed by different users, for instance, on circuits carrying data traffic.)
The goal of Erlang’s traffic theory is to determine exactly how many service-providing elements should be provided in order to satisfy users, without wasteful over-provisioning. To do this, a target is set for the grade of service (GoS) or quality of service (QoS). For example, in a system where there is no queuing, the GoS may be that no more than 1 call in 100 is blocked (i.e., rejected) due to all circuits being in use (a GoS of 0.01), which becomes the target probability of call blocking, Pb, when using the Erlang B formula.
There are several resulting formulae, including Erlang B, Erlang C and the related Engset formula, based on different models of user behavior and system operation. These may each be derived by means of a special case of continuous-time Markov processes known as a birth-death process. The more recent Extended Erlang B method provides a further traffic solution that draws on Erlang’s results.
Ringless Voicemail No Dial (TM): No Dial™ ringless voicemail works by “dropping” the phone message directly to a customers voicemail server, without ever ringing the phone. >Learn More.
Ratio dialing is a setting in the outbound calling campaign of My Call Cloud that sets outbound calls based on a ratio related to the number of agents in the campaign. Example 4 to 1 ratio would be 4 lines calling for 1 agent, 2 to 1 ratio would be 10 lines calling for 5 agents. Line to agents ratio.
Screen Pops: Integrated with your call center preferred CRM, My Call Cloud custom screen pops can be programmed to populate customer information based on the number calling or, dialed. >Learn More.
Session Initiation Protocol (SIP) is a communications protocol that is commonly used for managing voice communication sessions to provide open voice path for call center agents calls. SIP is one of the protocols that enable (Voice over Internet Protocol) VoIP.
Uptime: Uptime is a metric that represents the percentage of time that hardware, an IT system or device is successfully operational. It refers to when a system is working, versus downtime, which refers to when a system is not working.