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Network Control Center. Also called Traffic Control Center. In a networked call center environment, where people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and coordinate events that will impact base staffing levels.

Network Inter-flow. A technology used in multi-site call center environments to create a more efficient distribution of calls between sites. Through integration of sites using network circuits (such as T1 circuits) and ACD software, calls routed to one site may be queued simultaneously for agent groups in remote sites. See Call by Call Routing and Percent Allocation.

Next Available Agent. A call distribution method that sends calls to the next agent who becomes available. The method seeks to maintain an equal load across skill groups or services. When there is no queue, Next Available Agent reverts to Longest Available Agent.

Noise Canceling Headset. Headsets equipped with technology that reduces background noise.

Non-ACD Calls. A peg count of the number of times that agents initiated or received a call on their individual extension telephone keys. Transfer and conference keys are also included in this category. The peg count is increase each time the agent engages an extension (or DN) key, regardless of whether or not they dial a number or whether a telephone connection takes place.

Non-ACD state. A Non-ACD call is a call that is either placed or received on one of an agent's extensions. Non-ACD calls include Incoming, Outgoing and Internal calls that were placed from, or received at, an agent's extension.

Not Ready (PCP). A state an agent can engage to finish paperwork associated with a recently finished ACD call. Not Ready is also called the Post Call Processing state. Agents enter the Not Ready state by engaging the Not Ready Key on their telephone sets. Agents should only engage the Not Ready key when performing work directly related to completing ACD calls. The Not Ready state should not be used for other activities not related to ACD calls (i.e., bathroom breaks, lunch, etc.).

Number of Calls Abandoned (NCA). Also known simply as Abandons. The number of callers who hang up (abandon hope) before their call is answered by an agent or before they make a selection in an IVR. Arrived at by subtracting NCH from NCO.

Number of Calls Handled (NCH). Also known as Contacts. The count of calls that are actually handled by agents or by the IVR. Different IVR systems will have different definitions of "handled". On the agent side, the call is counted if it is answered by an agent. Always less than or equal to NCO. Arrived at by subtracting NCA from NCO.

Number of Calls Offered (NCO). The count of calls that came into the inbound call center, including calls that abandon because they are not answered in time. The total number of calls received, whether or not they are handled by agents or an IVR. Always greater than or equal to NCH. Arrived at by adding NCA to NCH.

Number of Outbound Calls (NOC). In an inbound call center, a count of the number of calls an agent places to other departments, other agents, or the outside world. Outbound calls are generally made while working on issues related to an incoming call: checking order status with a supplier, for example, or calling a customer back to let them know an issue is resolved.