Acronyms, Abbreviations and Initialisms

ACD                Automatic Call Distributor

ACW               After Call Work

AHT                Average Handle Time

ANI                 Automatic Number Identification

ASA                Average Speed of Answer

ATA                Average Time to Abandon

ATT                Average Talk Time

AWT               Average Wait Time

CBT                Computer Based Training

CDR               Call Detail Recording

CMDB            Configuration Management Database

CMS               Call Management System

CRM              Customer Relationship Management

CSR                Customer Service Representative

CTI                 Computer Telephony Integration

DNIS              Dialed Number Identification Service

ERMS            Email Response Management System

EWT               Estimated Wait Time

IVR                 Interactive Voice Response

IWR                Interactive Web Response

KB                  Knowledge Base

KPI                 Key Performance Indicator

LEC                Local Exchange Carrier

MTBF             Mean Time Between Failures

MTBSI           Mean Time Between Service Incidents

MTTR            Mean Time To Repair

MTRS            Mean Time to Restore Service

OLA                Operational Level Agreement

PBX                Private Branch Exchange

QA                  Quality Assurance

RSF                 Rostered Staff Factor

SBR                Skills Based Routing

SLA                 Service Level Agreement

SLM               Service Level Management

SPOC              Single Point Of Contact

SOP                 Standard Operating Procedure

TAPI               Telephony Application Programming Interface

TCO                Total Cost of Ownership

WFMS            WorkForce Management System

WIP                 Work In Progress