RingCentral Glossary

With cloud computing and unified communications set to shape the future of the working world, it’s a good idea to get your head around the jargon. Whether you want to gen-up on your VoIP-related terminology, finally decode that acronym everyone uses or you’re a totally cloud communications rooky, looking to demystify all the lingo, take a look at our glossary pages for a little clarity.

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Call Queue

As you may have gathered, a call queue is a function in a business phone system that funnels inbound calls. Learn more!

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Contact Centre Management

Learn everything you need to know about contact centre management and how RingCentral can help you can help you reach peak efficiency

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Average Handle Time

What is Average Handling Time (AHT), refers to a larger area of business activity than just picking up a phone, talking to a customer, and putting the phone down. To find out more, click here!

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Call Center KPI

Key performance indicators (KPIs) are ways of measuring the performance of your call centre agents and your centre as a whole. Why should you track them, and how can you improve them? We look at 18 of the KPIs you need to use or should consider using.

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Cloud Computing Definitions

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Contact Centre Definitions

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Customer Experience Definitions

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eCommerce Definitions

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Unified Communications Definitions

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