Glossary

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

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NPS

See net promoter score.

Net Promoter Score

Net promoter score (NPS), is a management tool that measures customer loyalty and satisfaction based on an index ranging from -100 to 100. It indicates the willingness of a customer to recommend or endorse a brand, product or service to friends and others. NPS equals the percentage of promoters minus the percentage of detractors.

Network Control Center

Network control center or network management center refers to a centralized location that oversees an entire network of contact center operations that monitors incoming traffic and provides back end maintenance, problem resolution and support.

Network Inter-Flow

A technology used in multi-site contact centers to distribute incoming calls between multiple sites efficiently. The automatic call distributor (ACD) implements a network inter-flow function that allows calls routed to one site to be queued simultaneously to agent groups in remote sites when there is a surge in incoming call volume.

Next Available Agent

Refers to the first available customer service agent a caller is routed to in a queue.

Noise Canceling Headset

Refers to headsets that reduce background noises to a minimum. They are often used in call centers in an effort to improve customer experience by enabling agents to focus only on customer interactions.

Non-ACD in Calls

Incoming calls that are directly transferred to a customer service agent's extension, instead of being transferred to a general group. These may be calls from customers dialing an agent's specific extension number or personal calls.

Non-Peak

See off-peak.

Non-Productive Agent Time

AKA off-phone time. Refers to the time for which customer service agents are being paid, but are not on the phones interacting with customers or doing after-call work. Nonproductive agent time includes the amount of time spent attending team meetings, training programs, and taking breaks.

Not Ready State

Represents the status of a customer service agent who is currently unavailable to take incoming calls.