Glossary

Call Center & QA Terminology

Explore our comprehensive dictionary of contact center, quality assurance, speech analytics, and artificial intelligence definitions.

Start with Voxjar for Free

Agent Agent Coaching Agent Monitoring Agent Quality Scores Agent Scorecard Average Talk Time Balanced Scorecard Benchmarking Business Intelligence Calibration Call Avoidance Call Center Call Center Analytics Call Center Training Call Monitoring Call Recording Call Scoring Compliance Continuous Improvement Customer Feedback Customer Retention Customer Service Standards Evaluation Form Feedback Loop Occupancy Operational Efficiency Performance Benchmarks Performance Evaluation Performance Improvement Plan Performance Metrics Quality Assurance Quality Control Quality Control Checklist Quality Management Software Quality Management System Quality Monitoring Quality Scorecard Quality Standards Queue Remote Agents Root Cause Analysis Sentiment Analysis Service Level Speech Analytics Text Analytics Trend Analysis Workforce Management

Generate an AI call evaluation, for free.

Get Your Free AI Call Evaluation

Get 120 AI Credits and Full Access

AI First QA Platform

No Credit Card Required

Start Scoring in Minutes