SaaS (software as a service) – licensing and delivery model where software is licensed based on monthly or annual subscription. Cloud provider hosts apps and makes them available to end-users.
Server – high powered computer that provides service to another computer and their users. It is built to store, manage and process network data, systems and devices.
Service level management – practice based on ITSM and ITIL that ensures timely monitoring, customization and measuring of all agreed terms, targets and priorities.
Scheduling – in terms of contact center it refers to workforce management and optimization, planning of work time and all activities.
Screen Recording – recording of everything that's happening on the agent's screen while they interact with the customer. This is done for educational and quality assessment purposes.
Shrinkage – metric that refers to workshop management. It's the work time that agents are paid for but they are not available for interactions with customers.
Skill-Based Routing (SBR) – call assignment strategy that transfers calls to the most suitable agents for that specific inquiry.
Softphone – VoIP software technology that enables contact centers to make and receive calls over the internet without needing any hardware.
Supervisor – person who oversees and manages a team or an individual to make sure they are performing efficiently.
Survey – research method to collect data from your target group.
System Administrator – IT professional responsible for configuring, managing, upkeep and reliability of company’s systems.
Switch – telephone exchange that connects two or more digital voice circuits based on dialed numbers or some other criteria.
