Glossary
[+] About this Genesys Multicloud CX Glossary
A
- ABNF
- ACCML
- ACD
- ACDQ
- ACD Group
- ACD ID
- ACW
- ADDP
- ADSL
- AES
- AG
- AHT
- AIN
- AMSML
- ANI
- API
- API Client
- ARU
- AS
- ASA
- ASM
- ASP
- ASR
- ATA
- ATB
- ATM
- ATT
- AWT
- Abandon Rate Percentage
- Abandoned Call
- Abandonment
- Abandons
- Access Control
- Access Group
- Access Rights
- Accrual Rule
- Accumulated Statistic
- Accumulator
- Accuracy
- Acknowledgment
- Actionability
- Actionable Strategies
- ActiveX
- Active Server Page
- Active Switching Matrix
- Activity
- Activity Group
- Activity Set
- Actual Waiting Time
- Ad-Hoc Query
- Adapters
- Additional Carrier Interface
- Address Book
- Adherence
- Administrator
- Advanced Disconnect Detection Protocol
- Advanced Intelligent Network
- Advanced Routing
- After Call Work
- Agent
- Agent Adherence
- Agent Capacity Rule
- Agent Compliance
- Agent Group
- Agent Interaction Handle Time
- Agent Permissions
- Agent State
- Agent Status
- Agent Workstation
- Aggregate Data
- Aggregation
- Aggregation Level
- Alarm Processing
- Alert
- All Trunks Busy
- Alternative Time Zone
- Announcement
- Answer Rate
- Answer Rate Percentage
- Answered Call
- Answering Machine Detection
- Application
- Application Block
- Application Integrators
- Application Programming Interface
- Application Server
- Application Service Provider
- Application Template
- Applied Events
- Architecture
- Archiving/Pruning
- Asymmetrical Digital Subscriber Line
- Asynchronous
- Asynchronous Detection
- Asynchronous Interaction
- Asynchronous Transfer Mode
- Atomic Data
- Attached Data
- Attached Data Distribution
- Audio Response Unit
- Augmented Backus-Naur Form
- Authorization Request
- Authorization Rules
- Auto-acknowledgment
- Auto Available
- Auto Wrap-up
- Automatic Call Distributor
- Automatic Number Identification
- Automatic Speech Recognition
- Autoresponse
- Aux Code
- Availability
- Available Agent
- Available State
- Available Time
- Average After Call Work Time
- Average Chat Time
- Average Consult Time
- Average Delay
- Average Delay to Abandon
- Average Handle Time
- Average Hold Time
- Average Speed of Answer
- Average Talk Time
- Average Time to Abandonment
- Average Waiting Time
- Average Wrap-up Time
B
- B2BUA
- BI
- BO
- BO documentation
- BPR
- BPT
- BRI
- BSTR
- Back-Office Operation
- Back-to-Back User Agent
- Backup/Restore Utility
- Barge-In
- Barge In
- Base Staff
- Base Tables
- Basic Rate Interface
- Basic String
- Benchmark
- Bidirectional Extracts
- Blended Agent
- Blocked Call
- Bonus Time-Off Hours
- Bouncing Customer
- Braking Mechanism
- Branch Office
- Break
- Bridge
- Bulk Data Transfer
- Bulk Provisioning Tool
- Bus Matrix
- Business-Priority Routing
- BusinessObjects
- Business Architecture
- Business Attribute
- Business Data
- Business Process
- Business Process Routing
- Business Rules
- Business Unit
- Busy
C
- CBX
- CCA
- CCR
- CCS
- CCXML
- CC Analyzer
- CC Pulse
- CDR
- CED
- CFA
- CICS
- CIM
- CIQU
- CLASS
- CLEC
- CLI
- CMS
- CN
- CO
- COF
- COM
- CPA
- CPD
- CPDN
- CPD Proxy Server
- CPD Server
- CPE
- CRL
- CRM
- CSM
- CSR
- CSTA
- CSV
- CS Proxy
- CTI
- CTI-Less T-Server
- CTR
- CXI
- Calculated Workforce
- Call Blending
- Call Center
- Call Concentrator
- Call Control Platform
- Call Control Variables
- Call Detail Recording
- Call Distribution
- Call Flow Assistant
- Call Forwarding
- Call Handling Time
- Call ID
- Call Load
- Call Management System
- Call Progress Analysis
- Call Progress Detection
- Call Progress Detection Proxy Server
- Call Progress Detection Server
- Call Qualification/Parking
- Call Recording
- Call Rerouting/Completion
- Call Result
- Call Routing
- Call Status Monitor
- Call Transaction Record
- Call Volume
- Call Waiting
- Callback
- Caller-Entered Digits
- Calling Line Identification
- Calling List
- Calling Load
- Calls In Queue
- Campaign
- Campaign Management
- Capacity Rule
- Carrier
- Case
- Case Data
- Catalog
- Category
- Centi-Call Seconds
- Central Office
- Central Warehouse
- Centralized Exchange
- Centrex
- Change Data Capture
- Chat
- Chat DN
- Chat Server
- Chat Time
- Circuit
- Circuit-Switched Network
- Circuit Switching
- Class of Service
- Classic Data Warehouse Development
- Classification Server
- Click-Wrap
- Click Stream Analysis
- Client
- Client/Server
- Client/Server Processing
- Co-Browsing
- CoS
- Coach
- Codec
- Cold Standby
- Cold Transfer
- Collection Time Profile
- Collection Unit
- Comma-Separated Values
- Common Runtime Language
- Communication DN
- Communication Port DN
- Communications Integrity
- Competitive Local Exchange Carrier
- Compliance
- Compliance Rules
- Compliance Status
- Component Object Model
- Composer
- Composer Voice
- Computer-Telephony Integration
- Computer Supported Telephony Applications
- Conference
- Confidence
- Configuration
- Configuration Conversion Wizard
- Configuration Database
- Configuration Import Wizard
- Configuration Layer
- Configuration Manager
- Configuration Server
- Configuration Server Proxy
- ConnID
- Connection
- Connection ID
- Connectors
- Consult Time
- Consultation Call
- Consumer Profile
- Contact Center Resource
- Content Analysis
- Content Analyzer
- Converged Private Branch Exchange
- Convergence
- Coordinated Universal Time
- Crosstab
- Current Average Wait Time
- Current Calls Waiting
- Current Maximum Wait Time
- Current Service Level
- Custom Local Area Signaling Services
- Custom Statistics
- Customer-Centric View
- Customer Control Routing
- Customer Information Control System
- Customer Information Systems
- Customer Interaction
- Customer Interaction Management Platform
- Customer Interaction Network
- Customer Interaction Points
- Customer Premises Equipment
- Customer Relationship Management
- Customer Retention
- Customer Service Chain Management
- Customer Service Representative
- Customer Supply Chain Management
D
- DA
- DAP
- DA Configurator
- DBA
- DBID
- DBMS
- DB Server
- DCC
- DDE
- DHTML
- DID
- DM
- DMA
- DMS
- DMX
- DN
- DND
- DNIS
- DN Group
- DRDA
- DSL
- DSML
- DSS
- DST
- DTMF
- Dashboard
- Data-Directed Routing
- Data Aggregator
- Data Analysis and Presentation Tools
- Data Importer
- Data Latency
- Data Loading
- Data Mart
- Data Modeling
- Data Modeling Assistant
- Data Partitioning
- Data Retention
- Database Access
- Database Access Point
- Database Administrator
- Database Identifier
- Database Managed Space
- Database Management System
- Database Schema
- Datastore
- Daylight Saving Time
- Decision Support Systems
- Dedicated Agent
- Deduplication
- Default User Data
- Delay
- Delayed Call
- Delivery Package
- Delta Update
- Denormalized Data Store
- Deployment Manager
- Deployment Model
- Derived Data
- Desktop Applications
- Detail
- Detailed Record
- Dialed Number
- Dialed Number Identification Service
- Dialing Parameters
- Dialing Plans
- Dialogic Cards
- Digital Subscriber Line
- Dimension Point
- Dimension Table
- Direct Inward Dialing
- Directory Number
- Directory Services Markup Language
- Dispositions
- Distributed Media Exchange
- Distributed Relational Database Architecture
- Do Not Disturb
- Document Management
- Dual-Tone Multi Frequency
- Dumb Switch
- Dynamic
- Dynamic CSR Scripting
- Dynamic Contact Center
- Dynamic Data Exchange
- Dynamic Dictionary
- Dynamic HyperText Markup Language
- Dynamic Queries
E
- EAI
- ECMA
- ECT
- ECTI
- EMPS
- EMS
- ERM
- ERS
- ESP
- EServices
- ETDB
- ETL
- EWT
- Element Management Provisioning System
- Element Management System
- Employee
- End Customer
- End User Data
- Endpoint
- Enterprise
- Enterprise Application Integration
- Enterprise Modeling
- Enterprise Relationship Management
- Enterprise Routing Solution
- Enterprise Standard Time
- Enterprise Telephony Database
- Entity Identification
- Entity Relationship Diagramming
- Erlang
- Erlang B
- Erlang C
- Established Call
- Estimated Wait Time
- Estimated Wait Time Announcement
- European Computer Manufacturers Association
- Event
- Event-Based Execution Rules
- Event Analysis
- Event Data
- Exception
- Exception Type
- Existing Events
- Expected Wait Time
- Expert Average Engine
- Explicit Call Transfer
- Export
- Express Multimedia
- Express Voice
- Extendability
- Extensible Markup Language
- Extension
- Extension Data
- External Routing Point
- External Services Protocol
- Extract, Transform, and Load
- Extract Frequency
- Extract Specification
- Extraction, Transformation, and Loading
F
- FC
- FCL
- FDDI
- FQDN
- FSM
- FTE
- FTP
- FXO
- Fact Table
- Factor
- Fastload
- Fault Management
- Fiber-Optic Cable
- Fiber Channel
- Fiber Distributed Data Interface
- Field Code
- File Transfer Protocol
- Filter
- Finite State Machine
- Focus
- Forecast
- Foreign Exchange Office
- Formula Statistics
- Framework Class Library
- Frequency
- Front-Office Application
- Full-Time Equivalent
- Fully Qualified Domain Name
- Functional Data Warehouse
G
- GAAP
- GAX
- GCIP-SS
- GCN
- GCXI
- GDA
- GDI
- GDT
- GETS
- GI2
- GIA
- GIM
- GIR
- GIS
- GIS Session
- GME
- GMS
- GMT
- GPE
- GSD
- GSM
- GSW Key Names
- GUI
- GUID
- GVP
- GVP: DE
- GVP: EE
- GVP: NE
- GWE
- Gateway
- Generic Data Interface
- Genesys Administrator
- Genesys Administrator Extension
- Genesys Affiliate Program
- Genesys Agent Scripting
- Genesys App Automation Platform
- Genesys Business Consulting
- Genesys CIM Platform
- Genesys CX Insights
- Genesys Call Concentrator
- Genesys Call Progress Detection
- Genesys Certified Partner Program
- Genesys Certified Professional Program
- Genesys Contact Navigator
- Genesys Content Analyzer
- Genesys Customer Interaction Portal–Self Service
- Genesys Desktop
- Genesys Desktop .NET Toolkit
- Genesys E-Mail
- Genesys Enterprise IP Contact Center
- Genesys Enterprise Routing
- Genesys Enterprise Telephony Software
- Genesys Expert Contact
- Genesys Express
- Genesys Framework
- Genesys Gplus Adapters
- Genesys Inbound Voice
- Genesys Info Mart
- Genesys Integration Server
- Genesys Interaction Analytics
- Genesys Interaction Concentrator
- Genesys Interaction Recording
- Genesys Interactive Insights
- Genesys Interacts Partner Program
- Genesys Internet Contact
- Genesys Managed Services
- Genesys Media Server
- Genesys Network-Based Contact
- Genesys Network Callback
- Genesys Network Voice
- Genesys Open Media
- Genesys Outbound Preview
- Genesys Outbound Voice
- Genesys Screen Pop
- Genesys Software Development Kits
- Genesys Studio
- Genesys Universal Routing—Custom Server
- Genesys Universal SDKs
- Genesys Voice Platform
- Genesys Voice Platform: Developer’s Edition
- Genesys Voice Platform: Enterprise Edition
- Genesys Voice Platform: Network Edition
- Genesys Web Media (Chat)
- Global Partner
- Global System for Mobile Communication
- Globally Unique Identifier
- GoS
- Grade of Service
- Graphical User Interface
- Greenwich Mean Time
H
- H.323
- H.323 Session Manager
- HA
- HA CTI
- HA Deduplication
- HA Proxy
- HA Routing
- HCA
- HIPPI
- HSM
- HTML
- HTTP
- HTTPS
- Handled Calls
- Handling Time
- Headless T-Server
- High Availability
- High Performance Parallel Interface
- Historical Data
- Historical Database
- Historical Reports
- History of Changes Adapter
- Host-Driven
- Host ID
- Hot Standby
- Householding
- Hypertext Markup Language
- Hypertext Transfer Protocol
- Hypertext Transfer Protocol over Secure Socket Layer
I
- IC
- ICA
- ICI
- ICMP
- ICON
- ICS
- IDB
- IETF
- ILEC
- IN
- IP
- IPCC
- IPCM
- IPCS
- IPMX
- IP Call Manager
- IP Communication Server
- IP Media Exchange
- IRD
- IRF
- IS
- ISCC
- ISDN
- ISO
- ISP
- ISV
- IT
- ITU
- IVR
- IVR SDKs
- IWD
- IXC
- Immediate Processing
- Impact Analysis
- In-Memory Queue
- In Call
- Inbound Call
- Inbound Communication
- Inbound Dialing Plan
- Incoming Call
- Increment
- Incumbent Local Exchange Carrier
- Independent Software Vendor
- Indirectly Occupied Time
- Information Systems
- Information Technology
- Insensitivity
- Integrated Communication Interface
- Integrated Services Digital Network
- Intellectual Property
- Intelligent Agent
- Intelligent Link
- Intelligent Network
- Intelligent Routing
- Inter-Exchange Common Carrier
- Inter-Server Call Control
- Interaction
- Interaction Concentrator
- Interaction Database
- Interaction Distribution
- Interaction Routing Designer
- Interaction SDKs
- Interaction Server
- Interaction Volume
- Interaction Workbin
- Interaction Workflow
- Interaction Workflow Designer
- Interactive Voice Response
- Interacts
- Internal Call
- International Standards Organization
- International Telecommunications Union
- Internet Contact Solution
- Internet Engineering Task Force
- Internet Protocol
- Internet Service Provider
- Internet Telephony
- Internetwork
- Internetworking
- Interoperability
- Intra-Day
- Intra-Day Loading
- Intra-Day Schedule
- Intra-Day Views
- Intra-IDB Merge
- Inverted File Indexes
- Issue
- IxN
J
- JDBC
- JDK
- JRE
- JSON
- JSP
- JTAPI
- JVM
- Java Database Connectivity
- Java Development Kit
- Java Runtime Environment
- Java Server Pages
- Java Telephony API
- Java Virtual Machine
- Job
- Journal File
K
L
- LAD
- LAN
- LCA
- LCS Adapter
- LDAP
- LDS
- Least Utilized Agent
- License
- License Contract
- License File
- Lightweight Directory Access Protocol
- List Penetration
- Listen In
- Load Balancing
- Load Distribution Server
- Local Access Database
- Local Area Network
- Local Control Agent
- Local Directory
- Local Repository
- Location Transparency
- Log
- Log File
- Logged Out
- Long Call
- Longest Idle
- Longest Wait Time
- Lost Calls
M
- MCR
- MCS
- MCU
- MDAC
- MDBS
- MG
- MIB
- MIME
- MOML
- MPCU
- MPLS
- MRCP
- MRF
- MS
- MSCS
- MSE
- MSF
- MSIL
- MSP
- MSS
- MSXML
- Managed Service
- Managed Service Provider
- Managed Service Solution
- Management Framework
- Management Information Base
- Management Layer
- Marketing Package
- Master Forecast
- Master Schedule
- Maximum Occupancy
- Maximum Wait Time
- MbCC
- Measure
- Media
- Media Blending
- Media Control Platform
- Media Gateway
- Media Layer
- Media Object Markup Language
- Media Resource Control Protocol
- Media Resource Function
- Media Server
- Message
- Message Server
- Metadata
- Metadata Synchronization
- Metric
- MicroStrategy
- Microsoft Cluster Server
- Microsoft Data Access Components
- Microsoft Intermediate Language
- Middleware
- Midtier Data Warehouses
- Migration
- Missed Calls
- Mobile-Based Contact Center
- Model
- Modules Pane
- Monitoring
- Most Idle Agent
- Multi-Channel Contact Center
- Multi-Channel Contact Server
- Multi-Channel Routing
- Multi-DN Places
- Multi-IDB Merge
- Multi-Site
- Multi-Site Activity
- Multi-Skilled Agent
- Multi-Skilled Equivalent
- Multi-Tenancy
- Multidimensional Database
- Multiline DNs
- Multimedia
- Multimedia Communication Server
- Multimedia DN
- Multimedia Web API
- Multipoint Conference Unit
- Multipoint Control Unit
- Multiprotocol Label Switching
- Multipurpose Internet Mail Extensions
N
- NAT
- NOC
- NRS
- NSBR
- NSP
- Natural Language Processing
- NbCC
- Network-Based Contact Center
- Network Convergence
- Network Operations Center
- Network Routing Solution
- Network Service Provider
- Network Skill-Based Routing
- Next Available Agent
- Node Locked
- Nontask Time
- Normalization
- Not Ready
- Nuance Speech
- Number of Calls Handled
- Number of Calls Offered
- Number of Requests
O
- OBN
- OCM
- OCS
- OCX
- ODBC
- ODS
- OLAP
- OLE
- OLTP
- OPT
- ORS
- OSS
- OWASP
- Object
- Object Description
- Object Linking and Embedding
- Object Types
- Occupancy
- Off-Hook
- Offer Menu
- Offline Missed Call Notification
- On-Hook
- Online
- Online Analytical Processing
- Online Transaction Processing
- Open Database Connectivity
- Open IP Telephony
- Open Media
- Open Ticket
- Operational Data
- Operational Data Storage
- Operational Database
- Operational Functions
- Operations Support System
- Optimization
- Option
- Orchestration Server
- Order
- Outbound Call
- Outbound Communication
- Outbound Contact Manager
- Outbound Contact Server
- Outbound Contact Solution
- Outbound Dialing Plan
- Outbound Notification
- Outgoing Call
- Outsourcer
- Overflow
- Overlap Template
- Overstaffed
- Overtime
P
- PAMD
- PBX
- PDM
- PDT
- PEM
- PGF
- PKCS
- PN
- POP
- POTS
- PRI
- PS
- PSN
- PSTN
- Packet-Based Contact Center
- Paid Hours
- PbCC
- Pending Schedule Changes
- Pending Schedule Trade
- Percent Allocation
- Performance
- Physical Data Model
- Place
- Place Group
- Plain Old Telephone System
- Planned Overhead
- Platform SDKs
- Points of Presence
- Policy Object
- Port
- Position ID
- Possible Events
- Power Dialing
- Precision
- Predefined Report Layouts
- Predictive Dialing
- Preference Fulfillment
- Preferences
- Premier Edition Cloud
- Premier Partner
- Premises
- Prerequisite
- Preview Dialer
- Preview Dialing
- Primary Rate Interface
- Private Branch Exchange
- Proactive Contact
- Proactive Notification
- Product Architecture
- Production Data
- Productivity
- Professional Services
- Profile
- Profile Schedule
- Programmable Gateway Framework
- Progressive Dialer
- Progressive Dialing
- Project
- Project Life-Cycle Methodology
- Propagated Data
- Protocol
- Proxy Server
- Pruning
- Public Switched Network
- Public Switched Telephone Network
- Publishing
Q
R
- RAA
- RAN
- RBOC
- RDBMS
- RDBMS Concurrence
- RDNS
- REST
- RGA
- RNA
- ROI
- RONA
- RP
- RPC
- RSA
- RSF
- RTME
- RTP
- RTSP
- Readerboard
- Ready
- Real-Time Adherence
- Real-Time Data
- Real-Time Protocol
- Real-Time Streaming Protocol
- Real-Time Transfer Protocol
- Reason Code
- Recall
- Received Call
- Reconnect Timeout
- Recorded Announcement
- Redundancy
- Redundancy Control
- Reference Data
- Refresh Technology
- Regional Bell Operating Company
- Registrar
- Relational Database Management System
- Remote Agent
- Remote Procedure Call
- Remote Resource
- Rendering
- Repeatability
- Replicated Data
- Report
- Report Generation Assistant
- Report Layout
- Report Object
- Report Selections Template
- Report Template
- Report Viewer
- Reporting Server
- Reporting and Analytics
- Reporting and Analytics Aggregates
- Reporting and Analytics Data
- Reporting and Analytics Data Types
- Repository Environment
- Request Record
- Required Staffing
- Rescheduling
- Resource
- Resource Availability
- Resource Capacity
- Resource Load
- Resource Manager
- Resource Readiness
- Response Time
- Retention Period
- Return on Investment
- Ring No Answer
- Role
- Roll-Up Queries
- Rostered Staff Factor
- Rotating Pattern
- Rotating Schedule
- Round Robin
- Route
- Route Point
- Router
- Routing
- Routing Logic
- Routing Point
- Routing Strategy
- Runtime
S
- SALT
- SAN
- SBR
- SCE
- SCI
- SCN
- SCP
- SCS
- SChannel
- SDK
- SDP
- SELECT
- SFA
- SHA
- SI
- SID
- SIP
- SIP Proxy
- SIP Server
- SLA
- SMCP T-Server
- SME
- SMS
- SMTP
- SNMP
- SOAP
- SQL
- SQL-Compliant
- SQL Query Tool
- SRL
- SSJE
- SSML
- Sales Force Automation
- Sample Code
- Scalability
- Schedule
- Schedule-Trade Handshake
- Schedule-Trade Proposal
- Schedule-Trade Response
- Schedule Coverage
- Schedule Data Type
- Schedule Server
- Schedule State
- Schedule State Group
- Schedule State Type
- Schedule Suitability
- Schedule Summary
- Schedule Trade
- Schema
- Screen Pop
- Screening Rule
- Seat
- Seated Agents
- Securability
- Security Access
- Segmentation
- Self-Service
- Self-Service Application
- Self-Service License Management
- Sellable Item
- Sentiment
- Server
- Service-Level Agreement
- Service Control Point
- Service Creation Environment
- Service Level
- Service Number
- Service Objective
- Service Type
- Services Layer
- Session
- Session Description Protocol
- Session Initiation Protocol
- Shared Queue
- Shift
- Shift Item
- Short Call
- Short Message Service
- Shrink-Wrap
- Silent
- Silent Setup
- Simple Mail Transfer Protocol
- Simple Media Control Protocol T-Server
- Simple Network Management Protocol
- Simple Object Access Protocol
- Simulation Solution
- Simulator Toolkit
- Single-DN Place
- Single-Skill Equivalent
- Site
- Site Rule
- Skill
- Skill Service Level
- Skills-Based Routing
- Snapshot
- Snapshot Statistic
- Soft Restart
- Softswitch
- Solution
- Solution Control Interface
- Solution Control Server
- Solution Integrator
- Source Database
- SpeechMiner
- Speech Recognition
- Speech Synthesis Markup Language
- Speed Of Answer
- Split
- Split Interaction Volume
- Split Staffing
- Staff Objects
- Staffing
- Standard Model Environment
- Standard Query
- Standard Response
- Standard Response Library
- Star Schema
- Stat Server
- Stat Type
- State
- Static
- Static Query
- Statistic
- Statistical Category
- Statistical Object
- Statistical Parameter
- Stream Manager
- Structured Query Language
- Subject-Oriented Databases
- Suggestion to Agent
- Suitability
- Summarization Tables
- Supervisor
- Swapping
- Switch
- Switch Vendor
- Switched-Circuit Network
- Synchronization Constraint
- Synchronous
- Synchronous Detection
- Synchronous Interaction
- Syntactic Mapping
- System Identification Number
- Systems Architecture
T
- T-Library
- T-Server
- T-Server Common Part
- TAPI
- TCO
- TCP
- TCP/IP
- TDE
- TDM
- TEA
- TEvent
- TLS
- TNS
- TSCP
- TSF
- TSR
- TSS
- TTS
- TXML
- Tactical Data Warehouse Development
- Talk Time
- Target
- Target Database
- Target Service Level
- Task
- Task Sequence
- Task Time
- Team
- Technical Architecture
- Technical License Control
- Telecommunication Standardization Sector
- Telephone Service Factor
- Telephony
- Telephony API
- Teleworking
- Telisma Speech
- Template
- Tenant
- Tenant Standard Time
- Terminal Category
- Text-to-Speech
- Thin Client
- Third Party
- Threshold
- Time-Off Limit
- Time-Off Rule
- Time-Off Type
- TimeProfile
- TimeRange
- Time Division Multiplexing
- Time Off
- Time to Abandonment
- Toast Data
- Tool Encyclopedias
- Total Abandoned
- Total Answered
- Total Cost of Operation
- Total Handling Time
- Total Interaction Handle Time
- Total Login Time
- Total Talk Time
- Total Waiting
- Trading
- Training
- Training Object
- Transaction
- Transfer
- Transfer Logic
- Transferred Call
- Transformers
- Transmission Control Protocol
- Transport Layer Security
- Transport Network Substrate
- Treatment
- Triggering Data
- Troubleshooting
- Trunk
- Trunk Group
U
- UA
- UCD
- UCS
- UDDI
- UML
- UQ
- URI
- URL
- URS
- USP
- UTC
- Unified Modeling Language
- Uniform Call Distributor
- Uniform Resource Identifier
- Uniform Resource Locator
- Unique Selling Point
- Unit of Work Consolidation
- Universal Callback Server
- Universal Contact Server
- Universal Description, Discovery, and Integration
- Universal Modeling Engine
- Universal Queue
- Universal Routing
- Universal Routing Server
- Unsolicited Event
- Upgrade
- User Data
- User Event
- User Interaction Layer
- User Security
- User Time Zone
V
- VAG
- VAN
- VAR
- VB
- VCB
- VCC
- VCS
- VDN
- VGP
- VHT
- VITAL
- VITAL Compliance
- VOIP
- VPM
- VPS
- VQ
- VRP
- VRU
- VSS
- VTO
- Vacation
- Value-Added Network
- Value-Added Reseller
- Version
- View
- Virtual Activity
- Virtual Agent Group
- Virtual Board
- Virtual Call
- Virtual Call Center
- Virtual Circuit
- Virtual Contact Center
- Virtual Contact Center Dashboard
- Virtual Directory Number
- Virtual Hold
- Virtual Hold Technology
- Virtual Phone Console
- Virtual Queue
- Virtual Routing Point
- Virtual Switch
- Virtually Integrated Technical Architecture Life Cycle
- Visual Basic
- VoiceGenie Platform
- VoiceLAN
- VoiceXML
- Voice Application Reporter
- Voice Callback
- Voice Communication Server
- Voice Extensible Markup Language
- Voice Platform Solution
- Voice Portal Manager
- Voice Response Unit
- Voice Self-Service
- Voice Treatment Option
- Voice over Internet Protocol
W
- W3C
- WABA
- WAN
- WAP
- WAS
- WATS
- WCB
- WFM
- WFM Builder
- WFM Configuration Utility
- WFM Data Aggregator
- WFM Database Utility
- WFM Reports Server
- WFM Server
- WFM Web
- WSDL
- Waiting for Service
- Wallboard
- Warehouse Business Directory
- Warehouse Technical Directory
- Warm Standby
- Warm Transfer
- Web Application Server
- Web Callback
- Web Collaboration
- Web Services
- Web Services Definition Language
- Wetware
- What-If Scenario
- WhatsApp Business Account
- Wide Area Network
- Wide Area Telecommunications Service
- Widget
- Wireless Application Protocol
- Workbin
- Workbook
- Workflow Strategy
- Workforce
- Workforce Distribution
- Workforce Management
- Workgroup
- Working Overhead
- Workload
- Workspace
- World Wide Web Consortium
- Wrap-up time
X
Y
- No Ys in glossary
Z
- No Zs in glossary
Recently Added
- GAAP 20-08-24
- Genesys App Automation Platform 20-08-24
- WhatsApp Business Account 19-09-27
- WABA 19-09-27
- Possible Events 19-02-22
Recently Changed
- Genesys Software Development Kits 23-01-23
- Co-Browsing 21-11-10
- Reporting and Analytics Aggregates 21-01-08
- Genesys Interactive Insights 20-11-20
- Genesys CX Insights 20-11-20
Suggestions
To comment on a term, or suggest a new term, send a quick email to the Glossary Team
This page was last edited on August 3, 2021, at 15:41.
Comments or questions about this documentation? Contact us for support!