| ACD |
Average Call Duration [Average call duration - Wikipedia] |
| ACS |
After Call Survey |
| Admins |
Administrators |
| AHT |
Average Handle Time |
| ASR |
Answer Seizure Ratio [Answer-seizure ratio - Wikipedia] |
| bit |
Binary Digit |
| bps |
Bits Per Second |
| BU |
Business Unit |
| CCaaS |
Contact Centre as a Service |
| CDR |
Call Detail Record [Call detail record - Wikipedia] |
| Config |
Configuration |
| CRM |
Customer Relationship Management [Customer relationship management - Wikipedia] |
| CSAT |
Customer Satisfaction [Customer satisfaction - Wikipedia] |
| CSV |
Comma-Separated Values [Comma-separated values - Wikipedia] |
| CTI |
Computer Telephony Integration [Computer telephony integration - Wikipedia] |
| DID |
Direct Inward Dialing [Direct inward dial - Wikipedia] |
| ECM |
Error Correction Mode [Error correction mode - Wikipedia] |
| Fax |
Facsimile [Fax - Wikipedia] |
| HH:MM:SS |
Two-digit hour, separator, two-digit minutes, separator, two-digit seconds. e.g. 08:51:23 |
| ISO |
International Organization for Standardization [International Organization for Standardization - Wikipedia] |
| ITU |
International Telecommunication Union [International Telecommunication Union - Wikipedia] |
| IVR |
Interactive Voice Response [Interactive voice response - Wikipedia] |
| Khz |
Kilohertz |
| LOB |
Line of Business |
| Max. |
Maximum |
| MFA |
Multi-factor Authentication [Multi-factor authentication - Wikipedia] |
| min |
minutes |
| Min. |
Minimum |
| MOH |
Music On Hold [Music on hold - Wikipedia] |
| MOS |
Mean Opinion Score [Mean opinion score - Wikipedia] |
| NER |
Network Effectiveness Ratio [Network Effectiveness Ratio - Wikipedia] |
| No. |
Number |
| OS |
Operating System |
| PCS |
Post-Call Survey. This initialism is interchangeably used with ACS. |
| SBC |
Session Border Controller [Session border controller - Wikipedia] |
| secs |
Seconds |
| SF |
Salesforce |
| SIP |
Session Initiation Protocol [Session Initiation Protocol - Wikipedia] |
| SLA |
Service Level Agreement |
| SMS |
Short Message Service [SMS - Wikipedia] |
| SSO |
Single Sign-On [Single sign-on - Wikipedia] |
| Teleco |
Telephone Company |
| UCS |
Universal Coded Character Set [Universal Coded Character Set - Wikipedia] |
| UTC |
Coordinated Universal Time [Coordinated Universal Time - Wikipedia] |
| VoIP |
Voice over Internet Protocol [Voice over IP - Wikipedia] |
| VSAT |
Vendor Satisfaction |
| WAV |
Waveform Audio File Format |
| XLSX |
Microsoft Excel Spreadsheet |
| YYYY-MM-DD |
Year is to be represented in a four-digit date format while Month and Date are written with a leading 0. This is the ISO Date format. e.g. 2023-09-02 |
