Rečnik pojmova

Rečnik Daktela pruža sažete definicije ključnih pojmova korišćenih u našem sistemu, pomažući korisnicima da razumeju i efikasno koriste funkcionalnosti našeg kontakt centra.

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API (Application Programming Interface)

Abandon Rate

Abandonment Rate

After call work

Average Handle Time (AHT)

Average Handling Time

Average Time in Queue (ATQ)

Back Office

Blacklist

Bulk SMS Sending

CLIP (Caller Line Identification Presentation)

CRM (Customer Relationship Management)

CRM Integration Translations

Call Center Automation

Call Center Outsourcing

Call Recording Compliance

Customer Effort Score (CES)

Customer Satisfaction (CSAT)

Email Bot

Email Routing

Email Templates

FIFO (First In, First Out)

Facebook Messenger

First Call Resolution (FCR)

Inbound Calling

Interactive Voice Response (IVR)

KPI (Key Performance Indicator)

PBX (Private Branch Exchange)

Predictive Dialer

Quality Assurance (QA)

SMS (Short Message Service)

Service Level Agreement (SLA)

VoIP (Voice over Internet Protocol)

Voice Bot

Wallboard

WebRTC (Web Real-Time Communication)

Workforce Management (WFM)

Rečnik pojmova

Rečnik Daktela pruža sažete definicije ključnih pojmova korišćenih u našem sistemu, pomažući korisnicima da razumeju i efikasno koriste funkcionalnosti našeg kontakt centra.

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