ALSO CALLED: Call Centres DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report.
Because there is no exact match for Call Centers under this category, our system automatically performed a keyword search to broaden the scope of your query.
CALL CENTERS DEFINITION (continued): … href="http://itknowledgeexchange.techtarget.com/itanswers/tag/crm/?Offer=call-center-terms">Ask your questions about CRM at ITKnowledgeExchange.com
Abandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned before being answered through the controlled operation or routed according to the CDN's script.
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