Glossary

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

S

Scatter Diagram

AKA scatter graph, it represents the relation between numerical data after pairing them, a scatter diagram is used as a mathematical tool to study the correlation between two variables. The diagram is created by plotting the values of the two variables across the two axes. If the variables are correlated, the points will fall along a line or a curve.

Schedule

A schedule refers to a specified or assigned plan and time, that is required of an employee, to be on duty, and carry out tasks and activities.

Schedule Adherence

A metric used to monitor the extent of an employee's compliance with his/her work schedules.

Schedule Exception

Schedule exception refers to the amount of time an agent spends on unplanned activities, such as team meetings, training programs, and unscheduled breaks.

Schedule Horizon

Refers to the frequency of schedule creation, a schedule horizon may be short (on a weekly basis), or long (spanning several months), depending on a number of factors.

Scheduled Callback

A specific date and time requested or established by the customer for an agent to call back.

Scope of Work (SOW)

Refers to the part of an agreement or contract that defines the services or work that is expected to be performed and accomplished.

Screen Monitoring

A feature that enables supervisors, managers or trainers to remotely view and monitor agents' computer screens in real-time. This helps with assessing call quality, and improving agent performance.

Screen Pop

A feature that automatically displays relevant information about a client or account on the agent's desktop in the form of a window or a dialog box. This feature is provided by the interactive voice response (IVR), automatic number integration (ANI) and computer telephony integration (CTI) technology.

Screen Refresh

Screen refresh is the frequency at which streaming content is being updated or refreshed on a call center agent's display, usually every five to fifteen seconds.