 |
| Make Busy |
The process of setting a trunk or trunk grup to return a busy tnoe to callers or make other communication paths or equipment unavailable. This technique can be used to downsize the number of incoming contacts to understaffed groups. |
|
| Management by Walking Around (MBWA) |
The common practice in contact centers of supervisors/managers physically walking through the center to observe contact handling and overall performance. |
|
| Mean |
The most common measure of central tendency, it is computed as the sum of the items divided by the number of items. |
|
| Media Strea\m |
The information content carried on a call. Refers to what is actually transmitted and received over the line, and can be read or written by a media stream API. |
|
| Median |
The median is the value above and below which one-half of the observations fall. |
|
| Moment of Truth |
(MOT) is a critical interaction between the customer and the product or service or employee that determines whether the customer will continue to purchase from the vendor. |
|
| Monitoring |
The practice of listening to agents' telephone calls to assess the quality with which the call is handled. Also called service observation. May be silent, announced, side-by-side, or recorded for later review. |
|
