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"Glossary of Custom Contact Center and Call Center Terms, Abbreviations and Vocabulary"
H.323
Recommendation provided by Telecommunication Standardization Sector (ITU-T) defining protocol sessions for audio-visual communication on various packet networks
Handle Time
A sum of time spent in the call and that spent after-call work
Handled Calls
The number of calls handled by the agents excluding abandoned calls
Handset
A device held by the user and placed at the ear to receive calls
Headset
A device used by the agent to communicate with the caller without requiring a telephone receiver
Help Desk
A department of a contact center that handled questions of customers, mainly related to technical problems
Historical Reports
Data collected on performance during certain period of time
Hit Rate
Percentage of connected calls in comparison to the attempts made
Hold Recall
A feature of telephone systems used to reminding the agents of a caller waiting on hold
Home Agent
An agent working from a remote location
Home Worker
Also often referred to as Virtual Agent and Tele worker, agents associated to a contact center but not working inside its office; a service made possible by advancements in technology
Home-Based Agent
Agents working from home but connected to the contact center that they are working for, through the internet or telephony
Hot Site
A location set as an alternative to be used in times of disaster
House List
A collection of the data compiled by the company regarding all the customers of that company