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Call Centre Glossary - R



Random Call Arrival. The normal, random variation in how incoming calls arrive. See Peaked Call Arrival.
Readerboards. Also called displayboards or wall displays. A visual display, usually mounted on the wall or ceiling, that provides real-time and historical information on queue conditions, agent status and call center performance.
Real-Time Adherence (1) Process that tracks how closely agents conform to their schedules. See Adherence to Schedule. (2) A general term that refers to how well agents adhere to their schedules. Can include both a) how much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive (also called Availability), and b) when they were available to take calls (also called Compliance or Adherence).
Real-Time Adherence Software. Software that tracks how closely agents conform to their schedules. See Adherence to Schedule.
Real-Time Data. Information on current conditions. Some "real-time" information is real-time in the strictest sense (e.g., calls in queue and current longest wait). Some real-time reports require some history (e.g. the last x calls or x minutes) in order to make a calculation (e.g. service level and average speed of answer). See Screen Refresh.
Real-Time Management. Making adjustments to staffing and thresholds in the systems and network, in response to current queue conditions.
Real-time Transfer Protocol (RTP) The real-time transport protocol (RTP) provides end-to-end delivery services for data with real-time characteristics, such as interactive audio and video or simulation data.
Received Calls. A call detected and seized by a trunk. Received calls will either abandon or be answered by an agent.
Record and Review Monitoring. See Monitoring.
Recorded Announcement Route (RAN). See Delay Announcement.
Regional Bell Operating Company (RBOC) The acronym for the local telephone companies created in 1984 as part of the break-up of AT&T. The original seven RBOCs are Ameritech, Bell Atlantic, Bell South, NYNEX, Pacific Telesis Group, Southwestern Bell, and U.S. West. Since 1984, mergers have reduced the number.
Reengineering. A term popularized by management consultant Michael Hammer, which refers to radically redesigning processes to improve efficiency and service.
Registrar A service as defined by the SIP specification in which a mapping is maintained of SIP end-points. Each time a SIP end point connects to an IP network, it contacts the configured registrar and provides the necessary mapping info. The registrar extracts information about the end point's location (IP address, port and username in this case) and stores the information into a location database. The purpose of the location database is to map sip:bob@b.com to something like sip:bob@1.2.3.4:5060 thus allowing end points to connect without having to maintain a separate listing of all other end points.
Remote Procedure Call (RPC) (1) Executing what looks like a normal programming procedure call (or method invocation) by sending network packets to some remote host. (2) Style of API where a function call invokes a function of an application on a remote computer. Often used to describe the ?sockets? API which was the first de facto standard for implementing distributed applications on the Unix operating system.
Response Time. The time it takes the call center to respond to transactions that do not have to be handled when they arrive (e.g., correspondence or e-mail). See Service Level.
Return on Investment (ROI) The amount of income produced plus the amount of expense avoided through the investing of monies in a particular project. The success of business efforts are often measured on the amount of money that is earned for every dollar spent. The "earnings" can be in direct revenue increases as well as expenses avoided all of which lead to improving the overall financial position of the company.
Retrial Tables. Retrial Tables.
Retrial. A caller who "retries" when they get a busy signal.
Ring No Answer (RNA) A result code supplied by an automatic dialer that indicates a call was placed but was never answered; the phone just rang and was not answered.
Route A path through an internetwork.
Routing The intelligent determination of what to do next with a given interaction. Routing is not limited to traditional interactions like voice calls and e-mails but can also be utilized to decide what to do with workflow items, scheduling items and any other type of business activity that involves a decision process.
Rostered Staff Factor (RSF). Alternatively called an Overlay, Shrink Factor or Shrinkage. RSF is a numerical factor that leads to the minimum staff needed on schedule over and above base staff required to achieve your service level and response time objectives. It is calculated after base staffing is determined and before schedules are organized, and accounts for things like breaks, absenteeism and ongoing training.
Round Robin Distribution. A method of distributing calls to agents according to a predetermined list. See Next Available Agent and Longest Waiting Agent.







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