Glossary

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

F

Facebook

Facebook is an extremely popular social networking website where friends, families and co-workers can connect by creating posts, posting comments, sharing images, videos or links, and chatting. Facebook is a common platform for enterprise social media customer care. See social media customer care.

Facebook Comments on Wall Posts

Facebook allows users to post comments on wall posts of their social media friends. This is a forum that can be utilized for customer care.

Facebook Complaint

A post created on Facebook conveying frustration or discontent.

Facebook Private Messages

Facebook allows users to privately communicate with each other by sending private messages. Customers can interact with a business or brand by sending them private messages on Facebook.

Facsimile (Fax)

A facsimile or fax is a machine that scans, encodes, and transmits documents from one location to another electronically, replicating its original form at the receiving end.

Fast Clear Down

Fast clear down is a metric used to determine the number of callers that disconnect immediately after hearing a delay notice.

Fax

See facsimile.

FCC

See Federal Communications Commission.

FCR

See first call resolution.

Federal Communications Commission (FCC)

Set up by the United States government, the Federal Communication Commission (FCC) as an independent agency for regulating both interstate and international communications.

Federal Education Rights and Privacy Act (FERPA)

The Family Educational Rights and Privacy Act is a federal law enacted in 1974 that protects the privacy of student education records. FERPA gives students over 18 and parents certain rights with respect to their own education records or their children's education records.

FERPA

See Family Educational Rights and Privacy Act

File Transfer Protocol (FTP)

File Transfer Protocol (FTP) refers to a standard network protocol for transfering files over the internet.

First Attempt

First Attempt refers to calls that make an attempt to connect to a group of trunks for the fist time. Traffic engineering is based on first attempt traffic, as compared to offered or carried load.