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48 Cards in this Set

  • Front
  • Back

Abandoned Calls

When the caller hangs up before the call is answered by an agent or before the call is routed off-site.


Automatic Call Distributor - the call center equivalent of the mainframe, that routes a call to groups of agents based on first-in, first-answered criteria. The guiding principle is that the caller who has been waiting the longest will be the first caller routed to the next available agent. The agent that receives the call will be either the first available or the agent that has been available for the longest time

Agent Turnover

Employee Attrition - rates are frequently as high as 25-35%


Average Handle Time - the total amount of work time related to calls including average talk time (ATT) and average after call work time (ACWT, also called Wrap-Up Time), divided by the number of calls handled.


Automatic Number Identification (caller ID) - collects and retains the number from which the caller is calling. ANI can be passed through to the agent so the agent can lookup caller information by phone number or can be used for CTI or to route calls to particular workgroups or skill sets within a call center by doing a Data Dip, which retrieves customer information such as products owner/purchased, entitlements, or previous cases.

Blocking Rate

Percent of calls that are not allowed into the system; generally % receiving a busy signal, but may also include messages and forced disconnects. Blocking rate is an important metric to consider to ensure customers are even able to access the call center. It is generally kept very low (under 1%).

Calls per Agent

The total number of calls handled per agent in a shift; varies by minutes per call and type of calls.

Case Deflection

Cases deflected from speaking to a live agent by customers finding answer on a portal/community.

Conversion Rates

Percentage of service callers converted into customers.


Cost Per Contact - total of all costs associated with answering a call or handling a contact divided by the total number of calls or contacts. Cost per call/contact is a common metric used widely across all industries. Monitoring it allows management to determine where to spend valuable funds on technology and process improvement.


Customer Service Representative - one of the many names of a Contact Center Agent.


Computer Telephony Integration - a process whereby the ACD passes certain call information to the agent's desktop to assist in managing the call. This allows AHT to be shorter because agents don't have to look up information that has already been collected from the call. Results in a "screen pop" on the agent's desktop that appears automatically and simultaneously with connection of the call. TAPI (Telephony Application Programming Interface) is needed for CTI to work.

Customer Retention

Making sure current customers are satisfied and remain customers. The key to customer retention in the call center is to be able to deal with different customers in different ways based on their lifecycle stage and customer value. In essence the call center has to transform into a relationship center.


Dialed Number Identification Service - collects and retains the phone number dialed by the called (not to be confused with ANI or caller ID, which collects and retains the number from which the caller is calling). DNIS can be used to route calls to particular workgroups or skill sets within a call center such as those agents who can speak a particular language or who can provide technical support for a particular product and is used when a company publishes different phone numbers for these different purposes.


Call/Contact Volume Forecast - sometimes expressed as a percentage of the difference between the amount of calls forecasted and the amount actually received. +, -% above or below forecast.

Application: Accurately forecasting call/contact volume for specific queues and down to the half-hour or even quarter-hour is critically important for call centers. It is a key element for determining the appropriate amount of resources required.


The Information Technology Infrastructure Library (ITIL) is a set of best practices for managing information technology (IT) infrastructure, development and operations.

- Is very common in UK call centers

- Salesforce can be made ITIL compliant with the help of partner solutions


Interactive Voice Response (also known as VRU, Voice Response Unit) - IVR allows for interaction between a caller and a database. The two technologies are:

>> auto-attendant; a digitally recorded message is played to the caller giving them a number of options.

>> Complex IVR where a call can be routed to the customer database allowing the customer to complete on-line transactional processes (OLTP) via a touch-tone phone or advanced voice system.


Key Performance Indicators - the most important metrics a service executive wants to follow, ideally in real-time


Number of Calls Offered - total number of calls offered to a queue.

Application: Calls or contacts offered to a queue are important metrics to help quantify the amount of resources and staff needed to handle the queue


Occupancy - total handle time divided by total time signed into the queue expressed as a percent. This is the percentage of time an agent spends occupied with the work of handling customer calls. Service executives want the occupancy to be fairly high, because low occupancy means they are paying the agents to be available when they are not needed. However, occupancy should not be too high, or agents experience "burnout" going immediately from one call to the next for long periods.

One and Done

Slang for First Call Resolution - resolving an issue on first contact without requiring follow-up contact or escalation


Private Branch Exchange - a computer controlled telephone system that can manage thousands of phone stations.


Quality Monitoring - numerical scoring and notes/feedback about the service provided to customers.

Application: Normally used in reference to call quality monitoring, using some sort of scorecard. However, it refers to any quality measurement dealing with calls, paperwork, Web interactions and email.


Prioritized group of customers who are waiting for the next available agent to answer in the order in which the calls were received

Satisfaction Scores

Customer satisfaction ratings typically gathered through the use of surveys. Surveys can be made available with the help of Salesforce partner solutions

Schedule Adherence

Total time an agent is available for call work divided by the time they are scheduled expressed as a percentage. Agents need to be signed in to the ACD and ready to take calls a the times when they are scheduled to be signed in and ready, because breaks and other schedule activities are determined based on forecasted call volumes.

Screen Pop

The caller's information (demographic information, past case information, or other) is automatically displayed to the agent on the computer at the same time the call is connected to the agent from the ACD.


Can refer to two different things:

1. A script for the agent to follow in conducting the telephone conversation, which can be automatically displayed on the agent's workstation.

2. The flowchart-style programming that determines the ACD's intelligent routing.

Self Service

Refers to the tools that allow a customer to find the answer to a query on his or her own, without needing to call or contact a live agent, by searching for solutions to common problems and answers to frequently asked questions on specific topics.

Self Service Percentage

The percentage of customers who are able to answer queries via a portal or over the web themselves. This metric is tracked by the Salesforce portal


Service Level - the percentage of calls (X%) answered within a specified number of seconds (Y seconds).

Service Level Agreement

Service Level Agreement - typically found in B2B (business to business) applications rather than B2C (business to customer) ones, this is the legal agreement between the client and the call center that describes the level of service the client expects to receive in exchange for being a client and, often, in exchange for buying a maintenance contract. The SLA specifies the KPI's that the call center must attain.


Up-Sell Percentage - up-sell is a marketing term for the practice of suggesting higher priced products or services -- or additional products or services -- to a customer who initiated a service call. For example, if a customer contacts the wireless phone-service provider with a service issue, the agent may up-sell the customer to a different wireless plan or a new phone.


Work Force Optimization - a technology set designed to optimize the people in a contact center, because people are typically the most expensive resource in the contact center and, thus, the most important cost to manage. WFO is comprised of four component technologies:

- Workforce Management WFM

- Quality Monitoring, QM

- Agent analytics, AA

- eLearning

Archived Article

Archived articles were published but later removed from public visibility.


Articles capture information about your company's products and services that you want to make available in your knowledge base.

Article Manager

Salesforce uses the term article manager to represent a specific type of user. Article managers can access the Article Management tab to create, edit, assign, publish, archive, and delete articles. Article managers are sometimes referred to as knowledge managers. Article managers require the "Manage Articles" user permission. The Article Management tab is not visible to users without "Manage Articles."

Article Type

An article's type determines the type of content it contains, it's appearance, and which users can access it.

Article-Type Layout

enables administrators to create sections that organize the fields on an article, as well as choose which fields users can view and edit. One layout is available per article type. Admins modify the layout from the article-type detail page.

Article-Type Template

specifies how the sections in the article-type layout are rendered. An article type can have a different template for each of its four channels. Salesforce provides two standard article-type templates, Tab and Table of Contents. Custom templates can be created with Visualforce

Category Group for Articles

organizes data categories into a logical hierarchy. When creating articles, authors assign the relevant categories to the article. End users searching for articles can search and filter by category.


refers to the medium by which an article is available. Salesforce Knowledge offers four channels where you can make articles available.

- Internal App: Salesforce users can access articles in the Articles tab depending on their role visibility.

- Customer: Customers can access articles if the Articles tab is available in the portal. Customer Portal users inherit the role visibility of the manager on the account.

- Partner: Partners can access articles if the Articles tab is available in the portal. Partner portal users inherit the role visibility of the manager on the account.

- Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base using the "Sample Public Knowledge Base for Salesforce Knowledge" app from the AppExchange. Creating a public knowledge base requires Sites and Visualforce.

- Your own website. Articles can be made available to users through your company website

Data Category for Articles

set of criteria hierarchically into category groups. Articles in the knowledge base can be classified according to multiple categories that make it easy for users to find the articles they need. Authors assign categories to articles. Admins can use data categories to control access to articles

Draft Article

in-progress articles that have not been published, which means they are not visible on the Articles tab (in any channel) or in a public knowledge base. Article managers can access draft articles on the Article Management tab by clicking the Articles tab in the View area and choosing Draft Articles. Draft articles can be assigned to any user involved in the editorial work

Draft translation

in-progress translations of articles into multiple languages. They have not been published, which means they are not visible on the Articles tab (in any channel) or in a public knowledge base. Article managers can access draft translations on the Articles Management tab by clicking the Translations tab in the View area and choosing Draft Translations

Knowledge Agent

represents a specific type of user. Knowledge agents are article consumers in the internal Salesforce Knowledge app. These users can access the Articles tab to search for and view articles, but they cannot create, edit, or manage articles.

Published Article

articles available on the Articles tab in the internal app and, if applicable, in the Customer Portal, partner portal, and public knowledge base. To remove a published article, you can archive it or change its status to 'draft' on the Article Management tab.

Published Translation

articles translated into multiple languages that are available on the Articles tab in the internal app and, if applicable, in the Customer Portal, partner portal, and public knowledge base.