The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
This book is your guide to the technology, techniques and trends in today's call centers.
TABLE OF CONTENTS The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
Chapter 22: U:UCD Usage-Based
- UCD Uniform Call Distributor
- A device for allocating incoming calls to a bunch of people. Has many fewer features than an Automatic Call Distributor. For a more comprehensive explanation Rarely if ever seen anymore.
See also UNIFORM CALL DISTRIBUTOR.
- UN
- Industry jargon for UNreachable, an unsuccessful call where the agent is unable to speak to the contact or decision maker.
- UNACD
-
See SERVER-BASED ACD.
- UNATTENDED CALL
- Calls placed by a computerized dialing system in anticipation of an agent being available to answer the call. A called party is detected answering the phone and no agent is available to serve the call. The system hangs up on the party so as not to create any greater nuisance than has already occurred.
- UNDERSTAFFING LIMIT
- The percentage by which you'll allow the scheduling process to fall short of the required staffing level in any period. This typically provides more economical coverage during the least-busy periods of the day.
- UNIFIED MESSAGING
- In the past, all messages were different. A voice mail message was recorded and stored on one server. An e-mail came in through a separate date network and sat on a different server. Faxes were physical pieces of paper, or at best, graphics files processed by your fax modem.Unified messaging brings them all together, if not into one medium, under one roof. It's a class of applications for business that give a user a central location for viewing and dealing with all the incoming messaging traffic he or she might get, both...
Copyright Keith Dawson and Madeline Bodin 2002 under license agreement with Books24x7
