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