DIANA U-Z

 UCD: (uniform call distributor) a simple system that distributes

calls to a group of agents and provides some reports. It is not as
sophisticated as an ACD.

 UNASSIGNED TICKET: A support ticket that has not yet been

handed over to a specific support agent.

 UNIFIED DESK TOP: A single interface that consolidates and

integrates customer service application for agents. The service
now agent workspace is a configurable user interface that gives
agents a fully intergrated, intuitive user experience.

 UNIFIED CONVERSATION:

 UNIFIED QUEUING: Combines all incoming traffic (e-mails, text

chat, cobrowsing, etc.) into a single queue.

 UNREALIZED POTENTIAL VALUE: The difference between

potential value and actual value.

 UP-SELLING: The act of persuading a customer to upgrade or

add on to their already existing product or service.

 UPS: Uninterruptible power supply provides constant power to an

ACD/PBX, IVR/VRU or other computer equipment.
  USER ERROR: An issue that was brought on or caused by the
customer as opposed to a faulty product or service. (when a user
or customer has made a mistake, the problem is user-driven not
product- driven. It’s a nice thing to do.
 URL: Uniform resource locator. This is the name for the address
of any resource on the internet.
V
 VALET: parking is a parking service offered by some
restaurants, stores, and other businesses. In contrast to "self-
parking", where customers find a parking space on their
own, customers' vehicles are parked for them by a person called
a valet.

 VALUATION: Customer value is the perception of what a

product or service is worth to a customer versus the possible
alternatives. Worth means whether the customer feels that he or
she received benefits and services over what was
paid. ... Value for one customer may not be the same as
another.

 VALUATION SKEW: In probability theory and

statistics, skewness is a measure of the asymmetry of the
probability distribution of a real-valued random variable about
its mean. The skewness value can be positive, zero, negative,
or undefined. ... In cases where one tail is long but the other tail
is fat, skewness does not obey a simple rule.

 VALUE ADDED SERVICE: A value-added service (VAS) is a

popular telecommunications industry term for non-core services,
or, in short, all services beyond standard voice calls and fax
transmissions. However, it can be used in any service industry,
 for services available at little or no cost, to promote their primary
business.

 VOICE OF CUSTOMER: Voice of the Customer (VoC) is a term

that describes your customer's feedback about their
experiences with and expectations for your products or services.
It focuses on customer needs, expectations, understandings,
and product improvement.

 VIRTUAL AGENT: Also referred to as “Chabot” or “virtual

assistant” virtual agent interface with the customer to quickly get
them what they need. The service Now virtual agent allows
organizations to design and build automated conversations to
help customers quickly access information, run application such
as performance diagnostics, or process transactions such as
creating or looking up a case.

 VIRTUAL ORGANIZATION: The term virtual organization is

used to describe a network of independent firms that join
together, often temporarily, to produce a service or
product. Virtual organization is often associated with such
terms as virtual office, virtual teams, and virtual leadership.

 VIRTUAL TASK BOARD (VTB): An interactive graphic interface

that simplifiest the navigator of multiple task records,list and form.
The serviceNow visual task board provides a graphic-rich
experience that enables the management and assignment of task
across the enterprise and provides visibility into the status of
those tasks.
 VOICE: Voice of the Customer (VoC) is a term that describes
your customer's feedback about their experiences with and
expectations for your products or services. It focuses
on customer needs, expectations, understandings, and product
improvement.

 VOIP: Voice over Internet Protocol (VoIP), also called IP

telephony, is a method and group of technologies for the
delivery of voice communications and multimedia sessions
over Internet Protocol (IP) networks, such as the Internet. The
terms Internet telephony, broadband telephony,
and broadband phone service specifically refer to the
provisioning of communications services (voice, fax, SMS, voice-
messaging) over the public Internet, rather than via the public
switched telephone network (PSTN), also known as plain old
telephone service (POTS).

 VORTAL:These are target vertical portals, sometimes called

“vortals” “virtipots” or “affinity portals” they are aimed at specific
interest groups and focus on providing consumers with a
gateway to unbiased information from other sources. A good
vortal solves problems for its visitors or customers.
 VRU: (VOICE RESPONSE UNIT): automated attendants that
route calls based on digits caller enter on touch-tone phones. It
responds to caller entered digits or speech recognition in much
the same way that a conventional computer responds to
keystrokes or clicks of a mouse. (Also called IVR, ARU)
W

 WARDEN: a person charged with the care or custody of persons,

animals, or things; keeper.

 WED CHAT ONLINE: Web chat is a format that

allows customers to communicate directly with brands online,
often on their websites and in real time. The chat window pops
up as an overlay of the website page in the browser, allowing the
user to type messages directly into a text field, and often attach
images and other files as well.

 WED CHAT ROOM: In customer relationship management

(CRM), customer service chat (CSC) is an Internet service that
allows the user to communicate in real time with a customer
service agent by using an instant messaging (IM) application
that's built into the company's Web site.
 WED WIDGET: The Web Widget is a separate web application
that you embed in a web page that gives customers access
your Help Center and the agents in your other
Zendesk support channels (Support, Talk, and Chat). It can
encourage customers to self-serve, whenever possible, by using
Help Center articles.

 WED SITE: A collection of web pages (documents containing

text, graphics and photos that are downloaded to a computer
screen) that are linked together in an organized structure. Most
Web sites contain a “home page” or the first page a computer
user sees when he or she visits the site.

 WEDSITE CHAT: In customer relationship management

(CRM), customer service chat (CSC) is an Internet service that
allows the user to communicate in real time with a customer
service agent by using an instant messaging (IM) application
that's built into the company's Web site.

 WHITELIST: What Is a Whitelist? A whitelist is “the

cybersecurity list,” only giving administrator-approved programs,
and IP and email addresses, system access. Whatever is not on
the list is blocked. Whitelists are not one-size-fits-all;
administrators tailor-make whitelists based on their unique wants
and needs.

 WIDGET: An application or part of an interface that enables a

user to perform a function.
  WORD OF MOUTH: Word-of-Mouth Advertising. Definition: An
unpaid form of promotion in which satisfied customers tell other
people how much they like a business, product
or service. Word-of-mouth advertising is important for every
business, as each happy customer can steer dozens of new
ones your way.

 WORD WIDE WED: A revolutionary browsing system that allows

point-and-click navigation of the internet. The web is a spider
web-like interconnection of millions of pieces of information
located on computers around the world. Web documents use
hypertext, which incorporates text and graphical links to other
documents and files on internet-connected computers.

Z
 ZERO LATENCY: A computer term describing an information
system in which there is no or little time passing between the
updating of an information record and its availability elsewhere in
the system. See also real time.