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| RAS |
Registration, Admission, and Status Protocol. Used in the H.323 protocol suite for discovering and interacting with a gatekeeper. See also H.323. |
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| Random Sample |
A sampling frame that seeks to ensure that all members of the population have an equal chance of being included in the sample. The method to produce this result is to draw completely without structure or randomly from the population of interest. |
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| Random Call Arrival |
The normal way in which calls arrive in a call center. In statistical terms, the Variance to Mean Ratio equals 1. |
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| Real Time Adherence |
Measurement of how closely agents stick to their planned work schedule. Real-time statistics are available from the ACD to show the current state of any agent; these states can be compared to agent's schedule to determine adherence at any point in time. |
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| Recorded Announcement |
An announcement heard by callers while waiting in queue. May provide general information about products or services, remind callers what information to have ready, or provide estimate of wait time and a better time to call back. |
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| Redial |
The act of dialing a telephone number for a second, third, etc. time after the initial attempt. |
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| Redundancy |
Means that multiple like components are included in a system to increase the reliability and availability. Various forms of redundancy exist, but basically the duplicate component(s) back up the primary components under failure conditions. |
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| Regression |
A statistical measure of the effect of one interval or ratio level variable on another, used to indicate the statistical significance of the relationship and to generate an equation to predict or estimate the value of the dependent variable for a new case, based only on the known value of the dependent variable. |
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| Rejection |
The customer's state of mind such that disengagement from the current relationship has already been decided and has been or soon will be implemented. Negative word of mouth is likely to occur. |
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| Remote Agent (see Home Agent) |
An agent physically located outside the contact center. These agents are usually connected to the center on an as-needed or scheduled basis to supply additional answering capability. The agent's equipment is connected to the center using telecommunications links providing the voice and data pathways. |
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| Response Time |
In a data system, the elapsed time between the end of transmission of an inquiry message and the beginning of the receipt of the response message measured at the inquiry originating station. |
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| Ring Delay |
A setting that can be made on the ACD-PBX that adjusts the number of rings before the system automatically answers the call. When calculating trunk-holding time this delay time must be included for a true total trunk holding time. |
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| Risk Analysis |
This uses cross-tab tables in combination with top- or bottom-scale analysis. It concentrates on the relationship between individual attribute satisfaction and some dependent variables such as overall satisfaction, willingness to recommend, or intention to remain a customer. |
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| RTP |
Real-time Transport Protocol. A network protocol used to carry packetized audio and video traffic over an IP network. |
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