Help Desk Glossary (L-Q)

Line Cost: The total cost of inbound trunk lines to the Call Center. Actual time spent with an agent, as well as time spent in queue are calculated into this cost.
Local Area Network (LAN): A system of workstations or PCs connected to a Server, over a short distance. LANs allow multiple users to access the same printer, or set of files that reside on the Server.

Middleware

Software applications allows your call center and help desk collect information through switches from a variety of manufacturers. These applications typically run on a server and bridge applications between different types of devices and data sources.

— N —

Natural Language Processing: This technology allows users to search for help through a knowledge base using their own terms.
Network: A collection of computers and peripherals. This may be over a short distance as with a LAN, or a large area, as with a WAN.
Network Management Tools: Monitors the health of your help desk network infrastructure. Collects and tracks software, hardware, and system configuration information.
Notification: Automatic report sent by e-mail to customers or clients containing specific information concerning the status of an issue.
Number of Calls: The actual or estimated number of calls arriving over the determined arrival time.

— O —

Open Application Interface (OAI): An application that allows your telephone system to list to a computer. The computer then directs the telephone systems incoming calls by answering, delaying, routing, or holding calls.
Outbound Calls: Outsourcing; Hiring an outside or third-party service to handle support requests within your support center. Outsourcing may include only certain functions within your support center or may allow your call center to operate 24-hours a day.
Overflow Time: The specified time value before calls in queue will be rerouted or forwarded to another party, voice mail system, or other call-handling tool.

— P —

Peer-to-Peer Network: A LAN that allows all workstations or PCs the same level of access to network capabilities.
Percent Likely to Abandon: The percentage of callers who are likely to abort a call when placed in queue, or waiting to be picked up.
Predictive Dialing: An automated software tool used by outbound call centers that only funnels calls to agents after they have been answered by a potential customer. Predictive dialers make a huge number of outbound calls and alleviate the dialing process from the agent.
Private Branch eXchange (PBX): An automated phone system that eliminates the need for an operator for placing outbound calls. Typically used by smaller help desks and call centers, the PBX resides at your workplace and is owned by your company.

— Q —

Query: A database search that retrieves specified information (by keyword, full text, or other means) from your help desk database of information.
Queue Time: Average amount of time that a caller waits before an agent answers.

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