Uniphore Glossary of Terms

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Topic of the Week

Call Center Monitoring

Call center monitoring refers to overseeing and evaluating the performance of call center agents and the overall operation of a call center.

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A
Abandonment Rate
After Call Work (ACW)
Agent Assist
Agent Coaching
Agent Guidance
Agent Performance Analytics
AI Chatbot
AI Data Preparation
AI Knowledge
AI Ready Data
AI Training Data
Artificial Intelligence (AI)
Automated Quality Management (AQM)
Automatic Speech Recognition (ASR)
Average Handle Time (AHT)
Average Wait Time (AWT)
B
Brand Advocacy
Buyer Engagement
Buyer Sentiment
C
Call Center Analytics
Call Center Compliance
Call Center Monitoring
Chatbot
Cognitive Search
Compliance Recording
Computer Vision (CV)
Conversation Analytics
Conversation Insights
Conversational AI
Conversational Chatbot
Conversational Intelligence
Customer Engagement Management
Customer Experience (CX)
Customer Experience Analytics
Customer Interaction Analytics
Customer Loyalty
Customer Relationship Management (CRM)
Customer Satisfaction
Customer Sentiment Analysis
D
Data Aggregation
Data Capture
Data Cleansing
Data Connectors
Data Curation
Data Enrichment
Data Governance
Data Ingestion
Data Lineage
Data Normalization
Data Orchestration
Data Preprocessing
Data Science Platform
Data Transformation
Deep Learning
E
Embedding
Emotion AI
Emotional Intelligence
Emotional Quotient (EQ)
Enterprise AI
Explainable AI (XAI)
Extract, Transform, Load (ETL) solution
F
Fine Tuning
First Call Resolution (FCR)
G
Generative AI
Generative AI Software
Guided Workflows
H
Hybrid Search
I
Indexing
Instruction Fine Tuning
Intelligent Applications
Intelligent Decision Support
Intelligent Virtual Assistant
Interaction Analytics
K
Knowledge AI
Knowledge Base
L
Large Language Model (LLM)
LLM Analytics
LLM Training Data
M
Manual Quality Management
Metadata Management
Multimodal Conversational AI
Multimodal Data
N
Natural Language Processing (NLP)
Natural Language Understanding (NLU)
Net Promoter Score (NPS)
O
Optical Character Recognition (OCR)
P
Predictive Analytics
Promise Management
Q
QA Automation
Quality Management
R
Real Time Data Processing
Real-Time Agent Assist
Relevance Feedback
Responsible AI
Retrieval-Augmented Generation
Revenue Intelligence
Revenue Operations
Role-Based Access Control (RBAC)
S
Sales Engagement
Sales Operations
Sales Performance Management
Self-Service
Semantic Analysis
Sentiment Analysis
Similarity Search
Speech Analytics
T
Trend Analysis
V
Value-Based Sales
Vector Dataset
Virtual Assistant
Virtual Sales
Voice Analytics
Voice Biometrics
Voice of the Customer (VOC)