Warm Transfer
When a call is handed off from one agent (or AI) to another with context provided, so the customer doesn’t need to […]
Betty AI Glossary
The Betty AI Glossary gives you simple definitions of the terms you’ll run into if you’re working in customer support, sales, or business operations. Whether you’re talking AI, call routing, or customer experience, this glossary helps you cut through the jargon and stay on the same page with your team.
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Whisper Coaching
A feature that allows managers to give live feedback to agents during calls without the customer hearing.
Whitelist
A list of trusted contacts, numbers, or addresses allowed through a system while blocking others.
Workforce Management (WFM)
Tools and processes for scheduling, forecasting, and optimizing agent availability. AI helps reduce workload, making WFM more efficient.
