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Interactive voice response ( IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be ...
Overall labor effectiveness ( OLE) is a key performance indicator (KPI) that measures the utilization, performance, and quality of the workforce and its impact on productivity. Similar to overall equipment effectiveness (OEE), OLE measures availability, performance, and quality. Availability – the percentage of time employees spend making ...
Agner Krarup Erlang. The erlang (symbol E[ 1]) is a dimensionless unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. A single cord circuit has the capacity to be used for 60 minutes in one hour. Full utilization of that capacity ...
A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or ...
Capacity planning. Capacity planning is the process of determining the production capacity needed by an organization to meet changing demands for its products. [1] In the context of capacity planning, design capacity is the maximum amount of work that an organization or individual is capable of completing in a given period.
Capacity utilization or capacity utilisation is the extent to which a firm or nation employs its installed productive capacity (maximum output of a firm or nation). It is the relationship between output that is produced with the installed equipment, and the potential output which could be produced with it, if capacity was fully used. [ 1 ]
In telecommunications, busy-hour call attempts (BHCA) is a teletraffic engineering measurement used to evaluate and plan capacity for telephone networks. BHCA is the number of telephone calls attempted at the sliding 60-minute period during which occurs the maximum total traffic load in a given 24-hour period (BHCA), and the higher the BHCA, the higher the stress on the network processors.
Utilization rate. In business, the utilization rate is an important number for firms that charge their time to clients and for those that need to maximize the productive time of their employees. It can reflect the billing efficiency or the overall productive use of an individual or a firm.