# Glossary

## A-B: Glossary

[**After-Call Work (ACW)**](https://thelevel.ai/glossary/what-is-after-call-work-acw/)

[**Agent Analytics**](https://thelevel.ai/glossary/what-are-agent-analytics/)

[**Automated Quality Management (AQM)**](https://thelevel.ai/glossary/what-is-automated-quality-management-aqm/)

[**AutoQA**](https://thelevel.ai/glossary/what-is-autoqa/)

[**Average Handle Time (AHT)**](https://thelevel.ai/glossary/what-is-average-handle-time-aht/)

[**Average Speed of Answer (ASA)**](https://thelevel.ai/glossary/what-is-average-speed-of-answer-asa/)

[**Automatic Speech Recognition (ASR)**](https://thelevel.ai/glossary/what-is-automatic-speech-recognition-asr/)

[**Agent Quality Score**](https://thelevel.ai/glossary/what-is-agent-quality-score/)

[**Bot**](https://thelevel.ai/glossary/what-is-a-bot/)

## C: Glossary

[**Call Abandon Rate**](https://thelevel.ai/glossary/call-abandon-rate/)

[**Call Center Audit**](https://thelevel.ai/glosssary/what-is-a-call-center-audit/)

[**Call Center Coaching**](https://thelevel.ai/glossary/what-is-call-center-coaching/)

[**Call Center Efficiency**](https://thelevel.ai/glossary/what-is-call-center-efficiency/)

[**Call Center Shrinkage**](https://thelevel.ai/glossary/what-is-call-center-shrinkage/)

[**Call Disposition**](https://thelevel.ai/glossary/what-is-call-disposition/)

[**Contact Center as a Service (CCaaS)**](https://thelevel.ai/glossary/what-is-contact-center-as-a-service-ccsaas/)

[**Conversational AI**](https://thelevel.ai/glossary/what-is-conversational-ai/)

[**Conversational AI Design**](https://thelevel.ai/glossary/what-is-conversational-ai-design/)

[**Customer Satisfaction Score (CSAT)**](https://thelevel.ai/glossary/what-is-customer-satisfaction-score-csat/)

[**Call Center Compliance**](https://thelevel.ai/glossary/what-is-call-center-compliance/)

[**Customer Effort Score (CES)**](https://thelevel.ai/glossary/what-is-customer-effort-score-ces/)

## D-O: Glossary

[**Deflection Rate**](https://thelevel.ai/glossary/what-is-deflection-rate/)

[**Escalation Rate**](https://thelevel.ai/glossary/what-is-escalation-rate/)

[**First Call Resolution (FCR)**](https://thelevel.ai/glossary/what-is-first-call-resolution-fcr/)

[**First Response Time (FRT)**](http://thelevel.ai/glossary/what-is-first-response-time-frt/)

[**Inferred Customer Satisfaction (iCSAT)**](http://thelevel.ai/glossary/what-is-inferred-customer-satisfaction-icsat/)

[**Intent Detection**](http://thelevel.ai/glossary/what-is-intent-detection/)

[**Knowledge Graph**](http://thelevel.ai/glossary/what-is-a-knowledge-graph/)

[**Natural Language Processing (NLP)**](http://thelevel.ai/glossary/what-is-natural-language-processing-nlp/)

[**Natural Language Understanding (NLU)**](http://thelevel.ai/glossary/what-is-natural-language-understanding-nlu/)

[**On-Hold Time**](http://thelevel.ai/glossary/what-is-on-hold-time/)

## Q-V: Glossary

[**Quality Assurance**](http://thelevel.ai/glossary/what-is-quality-assurance/)

[**Quality Management**](http://thelevel.ai/glossary/what-is-quality-management/)

[**Quality Monitoring**](http://thelevel.ai/glossary/what-is-quality-monitoring/)

[**Real-Time Agent Assist**](http://thelevel.ai/glossary/what-is-real-time-agent-assist/)

[**Real-Time Speech Analytics**](http://thelevel.ai/glossary/what-is-real-time-speech-analytics/)

[**Resolution Rate**](http://thelevel.ai/glossary/what-is-resolution-rate/)

[**Retrieval Augmented Generation (RAG)**](http://thelevel.ai/glossary/what-is-retrieval-augmented-generation-rag/)

[**Scorecard**](http://thelevel.ai/glossary/what-is-a-scorecard/)

[**Screen Recording**](http://thelevel.ai/glossary/what-is-screen-recording/)

[**Semantic Intelligence**](http://thelevel.ai/glossary/what-is-semantic-intelligence/)

[**Sentiment Analysis**](http://thelevel.ai/glossary/what-is-sentiment-analysis/)

[**Speech Analytics**](http://thelevel.ai/glossary/what-is-speech-analytics/)

[**Shrinkage**](http://thelevel.ai/glossary/what-is-shrinkage/)

[**Voice Analytics**](http://thelevel.ai/glossary/what-is-voice-analytics/)

[**Voice of the Customer (VoC)**](http://thelevel.ai/glossary/what-is-voice-of-the-customer/)