Customer call Event with DROPPED status. (calltype : Regular-Call)
Also known as Application Programming Interface. A set of routines, protocols, and tools for using software applications. API also can refer to an interface that enables third-party programs to connect to any of Acqueon's applications.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
A warm transfer happens when an agent transfers a call to another agent or a supervisor after a brief about the call/customer and an acknowledgement, so that the new handler of the call has a context before engaging in an interaction.
This contracts with Blind Transfer or Cold Transfer when an agent transfers the call to another agent/supervisor and hangs up.
A JSON Object is an unordered collection of name / value pairs. For example, an API could return a JSON Object as a response for Agent Details. The object could contain name-value pair for Agent ID, Agent Name, Login DateTime, etc.
A Queue is a mapping for a collection of agents. The Group has a 1:1 integration with the with Queue of the partner ACD platform or the campaign of the partner dialer platform.
See Group also.
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