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.
Average total time per customer interaction including talk, hold, and after-call work.
Read →Aligning multiple QA scorers on consistent scoring standards through structured group review.
Read →How satisfied customers are with a specific interaction, scored from a single survey question.
Read →Silence longer than 3 seconds during a call, typically caused by agent searching or system lag.
Read →Percentage of customer issues resolved on the first call without callback, transfer, or follow-up.
Read →Post-call documentation time — typing notes, updating CRM, logging dispositions before the next call.
Read →Average wait time before a queued call is picked up. Strongly correlates with abandonment and CSAT.
Read →How much effort customers spend resolving issues. Strongest predictor of churn for support interactions.
Read →The automated phone menu that routes callers before reaching an agent. AI voicebots are replacing it.
Read →Customer loyalty and likelihood to recommend on a 0-10 scale, grouped into Promoters, Passives, Detractors.
Read →Post-call documentation time — typing notes, updating CRM, logging dispositions before the next call.
Read →Average wait time before a queued call is picked up. Strongly correlates with abandonment and CSAT.
Read →How much effort customers spend resolving issues. Strongest predictor of churn for support interactions.
Read →The automated phone menu that routes callers before reaching an agent. AI voicebots are replacing it.
Read →Customer loyalty and likelihood to recommend on a 0-10 scale, grouped into Promoters, Passives, Detractors.
Read →Customer loyalty metric measuring likelihood to recommend on a 0-10 scale.
Read →How easy it was for a customer to resolve their issue, scored on a 1-5 or 1-7 scale.
Read →Time agents spend on post-call documentation before becoming available for the next call.
Read →Average time between when a call enters the queue and an agent picks up.
Read →Automated phone system that callers interact with before connecting to a human agent.
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