Glossary

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

P

Pacing Algorithm

Refers to a set of instructions used by auto dialers while initiating outbound calls, to determine when to place a call. Automatic dialers use pacing algorithms to either speed up or slow down outbound dialing, based on real-time agent availability.

Pareto Principle

AKA the Pareto Rule or the 80/20 rule. Is a principle named after the Italian economist Vilfredo Pareto, that states that 80% of outputs or effects come from 20% causes. For example, 20 percent of employees produce 80 percent of a company’s results, or 20 percent of a given employee’s time yields in 80 percent of their output.

Passion

Describes an intense emotional feeling of commitment, devotion, or excitement, towards a product or brand. Contact centers use brand passion as a tool to measure and gauge customer loyalty towards a particular brand or product.

Patient Satisfaction

Measures how satisfied a patient is with the overall services provided by their medical or healthcare provider, including their interactions with healthcare call center representatives.

Payment Card Industry Data Security Standard (PCI DSS)

An established information security standard for organizations and companies that accept major credit cards.

PBX

See private branch exchange.

PBX/ACD

Refers to a private branch exchange (PBX) equipped with an automatic call distributor (ACD).

PCI DSS

See Payment Card Industry Data Security Standard.

Peak

Refers to a particular period of time or season, when a contact center handles its highest level of incoming call volume. For example, contact centers of retail businesses usually handle more calls during the holiday season starting from thanksgiving.

Peak Traffic

A term that indicates the highest amount of calls handled by a telecommunication system.

Peaked Traffic

Refers to a surge in call volume at a call center. Peaked traffic is regularly calculated by call centers to maintain the measures required to handle unpredictable customer traffic.

Peer-to-Peer Platform

Peer-to-Peer (P2P) platforms refer to online services that facilitate direct interaction between two individuals, without involving any intermediaries.