A
ACD (Automatic Call Distributor) — the system that routes incoming calls to available agents based on rules (skills, priority, wait time).
Agent assist — AI that suggests responses or actions to agents during live calls. Distinct from post-call analytics like InOro, which analyzes calls after they end.
AHT (Average Handle Time) — talk + hold + after-call work time; average across a set of calls.
AML flag — regulatory indicator triggered by patterns suggesting anti-money-laundering risk in a conversation.
ASR / STT — Automatic Speech Recognition / Speech-to-Text: converts audio to text.
Auto-QA — automated quality assurance: AI scores every call against a scorecard instead of a human reviewing a sample.
Abandonment rate — share of calls where the caller hung up before reaching an agent.
C
Call center analytics — measurement and reporting for a call center; can include phone-system, survey, and conversation-content metrics.
Call transcription — converting call audio into text, often with speaker separation.
Compliance monitoring — detection of regulatory or procedural violations in customer interactions.
Contact center — a broader term than call center; may include voice, email, chat and messaging.
Conversation analytics — analysis of customer conversations to extract topics, sentiment, quality signals.
Conversation intelligence — the AI-powered business layer built on top of speech analytics; scores, insights, actions.
CSAT — Customer Satisfaction Score, usually from a post-call survey ("How would you rate this call?").
CES — Customer Effort Score, measuring how easy it was to get a resolution.
Churn signal — language or behavior in a call suggesting the customer may leave.
D
Diarization — separating audio by speaker (agent vs customer).
F
FCR (First Contact Resolution) — share of issues resolved on the first customer contact.
I
Interaction analytics — analytics across customer interactions; often used interchangeably with conversation analytics.
K
Keyword spotting — older speech-analytics approach that flags predefined phrases; contrasted with contextual LLM analysis.
N
NPS (Net Promoter Score) — a customer loyalty index based on the "would you recommend" question.
O
Occupancy — the share of an agent's logged-in time spent on calls or wrap-up.
On-premise — deployment model where all software and data live on the customer's own infrastructure.
P
PII anonymization — masking of personal information (national IDs, card numbers) in transcripts and analytics.
Q
QA scorecard — a defined set of criteria and weights for evaluating a call's quality.
S
Sentiment analysis — measurement of emotional tone in a conversation, usually per moment or per topic.
Service level — the share of calls answered within a target time (commonly 80/20 = 80% within 20 seconds).
Speech analytics — the audio-to-data layer: transcription plus structured analysis (topics, sentiment, phrases).
V
VoC (Voice of the Customer) — customer feedback captured across channels, aggregated for insight.
W
White-label analytics — the vendor's product delivered under the reseller's brand; standard for BPO conversation-analytics offerings.