It is a tool that dials numbers automatically as well as instantly connects agents to answered calls.
Nectar Desk Glossary
A
Auto Dialer
Automated SMS
A feature that sends text messages automatically based on a schedule or trigger.
Abandoned Call
A call that a customer unexpectedly hangs up before speaking to an agent or leaving a voicemail.
API
The tasks agents do after a call, like writing notes, updating customer details, or tagging the call.
After-Call Work
A system that lets Nectar Desk connect with other software, like CRMs or helpdesks.
B
Business Hours Routing
A feature that routes calls based on work hours, sending after-hours calls to voicemail or another number.
Barge-In
A supervisor tool that lets managers listen to live calls and join if needed. It helps with training and solving issues.
Bulk SMS
A feature that sends mass text messages to many contacts at once. It’s useful for promotions, reminders, and alerts.
C
Call Routing
A system that sends incoming calls to the right agent or department based on rules.
Call Queue
A virtual waiting line where callers stay until an agent is available to answer their call.
Call Monitoring
A supervisor feature that lets managers listen to live calls for training and quality control.
Call Transfer
Moving an active call from one agent to another for better assistance, expertise, or resolution.
Call Disposition
A label or note added after a call to describe its outcome, such as “Resolved” or “Follow-up Needed.”
Cloud-Based Call Center
A call center system hosted online, allowing remote access without on-site hardware.
Call Whispering
A feature where supervisors can coach agents during live calls without the customer hearing.
Caller ID Masking
A tool that hides the real phone number and shows an alternate number for privacy and security.
I
Idle Time
The period when a call center agent is available but not engaged in a call or task.
Intelligent Call Routing
A system that directs calls to the best-suited agent based on skills, availability, or priority.
O
Outbound
Call Center
A call center that primarily focuses on making outbound calls for sales, marketing, or customer outreach.
On-Hold
Time
The duration a customer spends waiting on hold before speaking with an agent.
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