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| Latency |
Delay in the amount of time (usually measured in msecs) that it takes for a packet to travel across the network from one end of the connection to the other. |
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| Least Cost Routing |
Least Cost Routing. An algorithm in digital PBXs that selects the least expensive route for a call based on factors such as the dialed digits, time of day, day of week, etc. |
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| Longest Delay in Queue (LDQ) |
The longest time a caller waited in queue prior to being handled. Represents the worst case during the measurement period. Longest delay to abandon measures the worst case for a caller who was not handled |
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| Line Side |
A connection that extends from an end office (EO), central office (CO), or private branch exchange (PBX) to the subscriber’s telephone or extension. |
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| Load Balancing |
The process of balancing contacts between multiple sites, queues, or agent groups. |
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| Local Exchange Carrier (LEC) |
The local phone company responsible for delivering calls within a local area. |
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| Look Ahead Routing/Queuing |
The capability of a system to "look ahead" to evaluate the availability/condition of a trunk group or agent group before routing or overflowing a contact there. |
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