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.
Certain dialing platforms allow the calls between agents and customers to be recorded. These recordings are stored in a location that can be accessed by supervisors for various review activities.
A call from outside the organization, usually from a customer. The call has reached the contact center and is being handled as per the listed protocols for inbound calls. In some reports, the Call Direction mentions such calls as Inbound Calls.
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