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Call Centre Glossary - N



Network Control Center. Also called Traffic Control Center. In a networked call center environment, where people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and coordinate events that will impact base staffing levels.
Network Convergence The industry trend building singular network infrastructures that support voice, video, and data communications traffic.
Network Inter-flow. A technology used in multi-site call center environments to create a more efficient distribution of calls between sites. Through integration of sites using network circuits (such as T1 circuits) and ACD software, calls routed to one site may be queued simultaneously for agent groups in remote sites. See Call by Call Routing and Percent Allocation.
Network Operations Center (NOC) Any center tasked with the operational aspects of a production network. These tasks include monitoring and control, trouble-shooting, user assistance, and so on.
Next Available Agent. A call distribution method that sends calls to the next agent who becomes available. The method seeks to maintain an equal load across skill groups or services. When there is no queue, Next Available Agent reverts to Longest Available Agent.
Noise Canceling Headset. Headsets equipped with technology that reduces background noise.
Non ACD In Calls. Inbound calls which are directed to an agent's extension, rather than to a general group. These may be personal calls or calls from customers who dial the agents' extension numbers.







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