Glossary

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

U

UCD

See uniform call distributor.

Unavailable Time

Refers to the time in which a customer service agent is not available to handle calls, this may be due to a number of reasons such as breaks, training programs and administrative tasks.

Unified Commerce

Refers to a single and centralized commerce platform for a variety of customer engagement points. A unified commerce strategy focuses on a variety of components such as channels, systems, products and interactions. Unified commerce is facilitated by a retail software system that integrates inventory management, supply chain technology, and customer data across in-store, online store, mobile application, multichannel and omnichannel retail.

Uniform Call Distributor (UCD)

An auto dialer software that distributes incoming calls to a group of call center agents evenly, according to a preprogrammed pattern. See automatic call distributor (ACD), essentially its opposite.

Universal Agent

A customer service agent who possesses the skill and expertise in handling different types of contacts efficiently across multiple communication channels, and is capable of resolving a variety of customer concerns in a timely and efficient manner.

Up-selling

A sales technique commonly used by agents in an effort to boost sales revenue, by offering additional service opportunities, add-ons and complementary products to the consumer.

Username

Refers to a unique digital identification created by an individual in order to use and access a computer system or social network platform.

Utilization

See agent utilization.