U

Unavailable Work State. An agent work state used to identify a mode not associated with handling telephone calls.

Uniform Call Distributor (UCD). A simple system that distributes calls to a group of agents and provides some reports. A UCD is not as sophisticated as an ACD.

Universal Agent. Refers to either A) An agent who can handle all types of incoming calls or B) An agent who can handle both inbound and outbound calls.