Uniphore Glossary of Terms

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Topic of the Week

Average Wait Time (AWT)

Average Wait Time (AWT), also known as Average Speed of Answer (ASA), refers to the duration an inbound caller spends in queue. 

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A
Abandonment Rate
After Call Work (ACW)
Agent Assist
Agent Coaching
Agent Guidance
AI Chatbot
Automatic Speech Recognition (ASR)
Average Handle Time (AHT)
Average Wait Time (AWT)
B
Brand Advocacy
Buyer Engagement
Buyer Sentiment
C
Chatbot
Computer Vision (CV)
Conversational AI
Customer Engagement Management
Customer Experience (CX)
Customer Experience Analytics
Customer Interaction Analytics
Customer Loyalty
Customer Relationship Management (CRM)
Customer Satisfaction
E
Emotion AI
Emotional Intelligence
Emotional Quotient (EQ)
Explainable AI (XAI)
F
First Call Resolution (FCR)
G
Generative AI
I
Intelligent Applications
Intelligent Decision Support
Interaction Analytics
K
Knowledge Base
L
Large Language Model (LLM)
N
Natural Language Processing (NLP)
Natural Language Understanding (NLU)
Net Promoter Score (NPS)
P
Promise Management
R
Revenue Intelligence
Revenue Operations
S
Sales Engagement
Sales Operations
Sales Performance Management
Self-Service
Speech Analytics
V
Value-Based Sales
Virtual Sales
Voice Analytics
Voice Biometrics