Knowledge Hub

We know the Unified Communication environment comprehends many abbreviations and terms you could not be familiar with. That’s why this page comprehends terms and abbreviations that are used in Mida user documentation and web pages, other Mida collateral, and some industry-wide terms.

The definitions listed in this Knowledge Hub are intended as an aid to understanding, though they are not intended to be complete technical explanations of the listed terms and concepts.

We wish you a good read!

AJAX progress indicator

  • a

  • The After Call Work option refers to the activities that a call center representative completes after the interaction with customers. Read More

  • It is a security technique: recorded files are compressed, and encrypted with the anti-tamper procedure which prevents malicious corruption. Read More

  • API is the engine under the hood, as they make possible the interactivity between different applications. Read More

  • An Archiver is the part of Mida Voice & Video Recorder where recorded call files and their metadata are stored, keeping track also of the related file path and the file name linked to each recording. Read More

  • In a contact center, an Automatic Call Distribution (ACD) is a telephony software system that automatically routes incoming calls to an available agent or department. Read More

  • The Average Handle Time measures the average duration of the customer call transaction. Read More

  • In a contact center, the Average Resolution Time is the metric that measures how long on average your support team takes to solve customer requests. Read More

  • b

  • Barge-in allows a supervisor to listen to an active phone conversation between an agent and a customer and enter in that conversation. Read More

  • The break-out is an option that can be used by callers to be transferred to a different queue. Read More

  • Broadcast is one of the automatic call distributor algorithms that will fundamentally forward the call to all available agents. Read More

  • c

  • In a Recorder application, all voice and video recordings are stored on files containing captured speech traffic in a machine, called Archiver. Read More

  • A call center agent is the person who handles incoming and/or outgoing calls for a company. Read More

  • In call centers, the Automatic Call Distribution Algorithm is the system that regulates how inbound calls are routed to operators or services. Read More

  • In a call center, call monitoring is the action of listening to live calls or to recorded conversations between a customer and an agent. Read More

  • This option alerts a busy telephone user that another person is trying to connect through an audio signal. Read More

  • A company with a recorder system in its contact center must ensure also compliance with how call recorded is encrypted and stored, who has access to them, and who is authorized to listen or download them. Read More

  • A Connected Contact Center is a native contact center for Microsoft Teams. It can provide enterprises with smooth integration with omnichannel customer service applications. Read More

  • A CCaS is a cloud-based customer support solution that allows companies to purchase only the technology they need with a subscription model. Read More

  • f

  • The First Call Resolution Rate measures the number of customer interactions that your support staff is able to resolve at the first time of asking. Read More

  • g

  • GDPR is a legal framework that sets guidelines for the collection and processing of personal data from individuals who live in the European Union. Read More

  • This is a searching method that reproduces the one used by the Google search engine. It is based on the relevant keywords criteria. Read More

  • The graphical user interface (GUI) is the visual aspect of an electronic device or software, that allows the end-user to interact with it. A well-designed GUI can have a positive impact on the customer experience. Read More

  • h

  • Hang-up a call is the action to terminate a telephone call during the conversation or when it is finished. Read More

  • i

  • The Idle Time is an automatic call distributor algorithm configurable in the Queue Manager set-up window that allows assigning incoming calls to the available agent who has been idle for the most time. Read More

  • In a networking environment, the Internet Protocol (IP) is the most known and used protocol to transfer and route data packets from one device to another. Read More

  • l

  • A Local Area Network (LAN) is a computer network that connects together many devices using components like Wi-Fi or Ethernet. Read More

  • o

  • The OpenIVR is a programming environment that allows creating personalized IVR algorithms for incoming calls. Read More

  • p

  • The Playback Station is the simple and useful user interface of Mida Recorder that allows agents easily search and retrieve archived calls using all call tags/data fields associated with them. Read More

  • A Port Mirroring is a network-spanning port used to copy and send network packets from a switch port to an external entity that will analyze the received traffic. Read More

  • r

  • This is a useful function of Mida Attendant Console that allows agents to decide their presence directly from the application. Read More

  • The Round-Robin is one of the most popular automatic call distributor algorithms in the market to effectively distribute incoming calls evenly among a set group of agents. Read More

  • s

  • Every agent is given a skill (expressed as a number) and the algorithm will always try to assign the new incoming call to the available agent with the highest skill. Read More

  • t

  • In a contact center, Top-Down is a very simple automatic call distributor algorithm configurable in the Queue Manager to assign calls to the available agents. All agents are put in a linear sequence and the call is served by the first free agent. Read More

  • u

  • UCaaS is a cloud-based service platform that comprehenders telephony and voice, video and audio conferencing, real-time messaging, and presence - Read More

  • a

  • An Attendant Console allows performing the essential activities of small customer services or a company reception. It provides you control for many call management features. Read More

Some of Our Global Customers

Frescobaldi logo
Candy Hoover logo
Gruppo Hera logo
Friuli Venezia Giulia region logo
Luxottica logo
Lottomatica logo
Gruppo Tea logo