Resources
Contact Center & QA Glossary
Plain-English definitions for the metrics, concepts, and compliance frameworks that run modern contact centers. Built for QA managers and Heads of Training.
Plain-English definitions for the metrics, concepts, and compliance frameworks that run modern contact centers. Built for QA managers and Heads of Training.
CSAT measures how satisfied customers are with a specific interaction, scored from a single survey question on a 1-5 or 1-10 scale.
FCR measures the percentage of customer issues resolved on the first call without a callback, transfer, or follow-up.
AHT measures average total time per customer interaction including talk time, hold time, and after-call work.
Dead air is silence longer than 3 seconds during a call, typically caused by agents searching for information or system lag.
Call calibration aligns multiple QA scorers on consistent scoring standards through structured group review of the same calls.
