Luxor Technologies

What does Longest Delay to Abandon (LDA)?

Luxor — Sat, 25 May 2013 15:29:16 +0000

The largest amount of time a user has waited in queue before hanging up without being attended by an agent.

What is Longest Delay In Queue (LDQ)?

Luxor — Sat, 25 May 2013 15:23:51 +0000

The largest amount of time a user has waited in queue before being served by an agent.

What is Load Balancing?

Luxor — Sat, 25 May 2013 15:15:36 +0000

This is the process of balancing contacts between various queues, agent groups or sites. Is closely related to multiprocessing or systems that employ more than one processing unit to work.

What is List Management?

Luxor — Sat, 25 May 2013 15:13:05 +0000

Supervisors of an interaction center (IC) used this process to manage and maintain call lists. Once created call lists, supervisors should maintain these lists and to enable them in order to the assigning agents can be able to access them and process them.

What is Key Performance Indicator (KPI)?

Luxor — Sat, 25 May 2013 15:04:26 +0000

The key performance indicators (KPI) helps companies to know how well they are performing work against goals and targets of the company. Thus, a KPI provides the most important information about the performance of the company allows knowing if the company is going in the right direction.

What is Invisible Queue?

Luxor — Sat, 25 May 2013 14:45:38 +0000

There are queues from a contact center. In these queues, users are not aware of how fast it moves the queue, so it is called invisible queue.

What is Intraflow or Overflow?

Luxor — Sat, 25 May 2013 14:35:42 +0000

It is the ability of a processor calls (ACD or PBX with ACD functions) to select a second group of agents to perform a backup of the primary group. This is done to improve call handling times and a more efficient use of resources.

What is Internet Protocol Private Branch Exchange (IP PBX)?

Luxor — Sat, 25 May 2013 14:01:08 +0000

An IP PBX is a PBX (telephone switching system within an enterprise) that switches calls between VoIP users (voice over internet protocol or IP) on local lines, in the same way that enables all users share a certain number of external phone lines.

What is Interflow?

Luxor — Sat, 25 May 2013 13:54:31 +0000

Calls circulating outside ACD to another site; such as the phone number that are not part of the ACD environment or voice mail system. When an ACD group cannot operate all incoming calls, the call can be transferred to another site manually or automatically. This feature allows call forwarding to an address.

What is Hosted Contact Center or Call Center?

Luxor — Fri, 24 May 2013 11:36:05 +0000

It is a call center that has no inhouse distribution equipment. The automatic call distributor and equipment is hosted by a third one. The Hosted Contact Center enables the agents to work remotely. In these call centers, calls can come and go through regular phone lines or VoIP.