H

Handled Calls. The number of calls received and handled by agents or peripheral equipment. Handled calls does not include calls that abandon or receive busy signals.

Handling Time. The time an agent spends in Talk Time and After-Call Work, handling a transaction. Handling Time can also refer to the time it takes for a machine to process a transaction.

Headcount
The number of people that are employed in the call center. Not FTEs, but actual individual persons.

Help Desk. A term that generally refers to a call center set up to handle queries about product installation, usage or problems. The term is most often used in the context of computer software and hardware support centers

High Priority Trunks (HPR)
The number of trunks designated as High Priority. Calls being routed to an ACD queue via a High Priority Trunk are presented before another queue's Timed Overflow queue (TOFQ) calls.

Historical Reports. Reports that track call center and agent performance over a period of time. Historical reports are generated by ACDs, third party ACD software packages, and peripherals such as VRUs and Call Detail Recording Systems. The amount of history that a system can store varies by system.

Hold Direct Call Processing Time (HDCP)
The time (in seconds) that each agent spent with an ACD call placed on Hold. Hold time is measured from the time the agent puts the ACD call on Hold to the time the agent becomes active on the call again or the caller abandons the call. When Hold time appears, the DCP time does not include the HDCP time; the DCP time is the time that the agents are active on the call, excluding holding time of ACD calls. HDCP only appears in the data from the telephone system is the data output is set for Totals (rather than the usual Averages).