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    Glossary

    This is a broad range glossary of terms that pertain to Genesys and related technologies. Terms are regularly added to this glossary with the objective of creating a comprehensive reference.

    If you’ve ever had to hunt down a term, please let us know at DevFoundry@genesys.com so we can add it to the list.

    * If you are not logged in, you will not be able to click on the words and go to the definition pages. You can, however, hover over the terms to see the definition.

    • Abandoned Call
    • ACD
    • Agent ID (in switch)
    • Agent Utilization
    • Agent-Profile Skills-Based Routing
    • AHT
    • ANI
    • API
    • Attached Data
    • Automatic Callback
    • Back-Office
    • Blended Agent
    • Browser-Based
    • Call Logging
    • Callback
    • Carrier
    • Chief Customer Officer/Customer Experience Officer
    • Co-Browse
    • Contact Center
    • Contact Center Agent
    • Contact Center schedule adherence
    • Contact Center Shrinkage
    • CPD
    • Cross-Media Queuing
    • CTI
    • CTI-Link
    • DN
    • DNIS
    • ESP
    • Fat Client
    • Front-Office
    • IVR
    • KVP
    • Media Gateway
    • MPLS Network
    • NGINX
    • ngrok
    • Outbound Call
    • Outbound Treatment
    • PBX
    • Predictive Dialing
    • Preview Dialing
    • Progressive Dialing
    • PSTN
    • Route Point
    • Route Request
    • Route Response
    • SBC
    • Screen Pop
    • SDK
    • SIP
    • SIP Trunking
    • Skills-Based Routing
    • SLI
    • SMI
    • SOE
    • Switch
    • T-Server
    • TDM Trunking
    • Universal SDK
    • Virtual Contact Center
    • Virtual Group
    • Virtual Queue
    • VoIP
    • Web Self-Service

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    CONTACT
    Genesys Developer Support DeveloperSupport@genesys.com
    ABOUT GENESYS
    Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.
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