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| UCD (Uniform Call Distribution) |
A device for distributing many incoming calls uniformly among a group of agents. Generally less intelligent and less costly than an ACD. A UCD will distribute calls following a predetermined logic, for example "top down" or "round robin." It is typically unable to route calls based on real-time traffic load, or which agent has been busiest or idle the longest. |
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| Unavailable Time |
The amount of time the agent is not ready to accept inbound or place outbound contacts. Unavailable time may include breaks, lunches, auxiliary time for processing administrative work, etc. |
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| Universal Agent |
An agent, or agent group, capable of handling any call received in the call center. |
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| Upsell |
To sell a higher value product to an existing customer. For example to lease a more expensive copier to an existing customer. also see Cross Sell |
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