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594 Glossary
Service Level Time
The Service Level Time is the threshold time used in calculating the Service Level Percentage, such as 90
percent of calls answered in 20 seconds. The Service Level Percentage and Service Level Time are
parameters you define as your service objective.
Silent monitoring
Silent monitoring is the process of capturing the voice conversations between agents and callers. Silent
monitoring systems allow you to track call handling techniques and determine where improvements can be
made in individual performance. They complement ACD statistics by providing a snapshot of both quality and
productivity in your contact center.
Site
A site is an office location with one or more media servers.
SQL
Structured Query Language (SQL) is the language used to talk to popular Relational database Management
Systems (RDBMSs). SQL is a standard query language that can be used to enter, query, and change data in
a database. SQL is also used to create and administer databases. Administration of YourSite is done using
Microsoft’s SQL Server, a database management system.
Support systems
Support systems are information products and technologies that allow agents to provide prompt and complete
information to callers. They provide agents with immediate online access to a customer’s records and case
history, products and services, and company policies and procedures.
Talk time see ACD Handling time
TCP/IP
Transmission Control Protocol-Internet Protocol (TCP/IP) is the basic communication language (protocol) of
the Internet, and is used as a communications protocol in private networks (intranets). When you are set up
with direct access to the Internet, you are provided with a copy of the TCP/IP program. Other computers that
you may get information from also have a copy of TCP/IP.
Telephone system
A telephone system is a business telephone switch or Private Branch Exchange (PBX) used to process
incoming and outgoing calls to your contact center.
Time stamp
The term time stamp is the time collated queue statistics were last updated by the telephone system.
Time to answer
Time to answer is the number of seconds from the time an incoming external request enters the queue until
the request is answered. This does not include the duration the request waits in queue outside of regular
business hours for the queue.
True talk time
The true talk time is the time the caller is connected to an agent. The true talk time does not include hold time.
Trunk load
The trunk load includes the time from when a trunk picks up a call until the agent finishes speaking to the
caller and disconnects. The trunk load does not include Wrap Up Time.
UCD
A Uniform Call Distributor (UCD) is a specialized telephone system application for distributing incoming calls.
UCD routes incoming calls to agents according to the information or service required by the caller. All of the
telephones that are a part of the hunt group ring at once.