Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

G

Gap Analysis

Gap analysis is a technique used to determine the steps required to move a business or project from its present form to a preferred sate or goal.

Gate

AKA split or group. Gate is an automatic call distributor (ACD) routing division that diverts incoming calls to a specific group of agents based on a number of criteria.

GOS

See grade of service.

Grade of Service (GOS)

Grade of Service (GOS), is a key metric that measures the number of answered calls, and abandoned calls. Usually expressed as a percentage.

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