### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Workforce Software Resources ##### Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Workforce Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Workforce Software Glossary Terms [![Call Queuing](https://learn.g2.com/hubfs/G2CM_GI021_Call_queuing_V1a.png "Call Queuing")](https://www.g2.com/glossary/call-queuing) [Call Queuing](https://www.g2.com/glossary/call-queuing) Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers. by Sagar Joshi Explore our Technology Glossary Browse through dozens of terms to better understand the products you purchase and use everyday. [Find new features](https://www.g2.com/glossary) ## Contact Center Workforce Software Discussions 0 Question on: VCC Live [Unaccepted calls](/discussions/unaccepted-calls) What is the quickest way to check , if the customer has dialled again since the unaccepted call? Most automated dialer software(s) are only checking for the attempts made, not the inbound activity. Especially if the caller dials in from a different number, it would be difficult to manage the connection(s) made to a caller. The best practice I have seen is to have a unique Identifier link the caller to the call being made via the CRM you are using to drive the activity and do a data dip to that crm for any and all inbound/outbound activity. Answered: Travis Williams on July 11, 2022 [Your answer](/discussions/unaccepted-calls/comments/new?remote=true) 0 Question on: Talkdesk [Is it possible to add an alarm whe a call is on queue?](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue) If there is the option i cannot find it it is very importatn to be free to do some other things and if something goes wrong i need to be warned real time Hi Jorge, there are a couple of different options here. You can: 1. Set an alert in live reporting that visually indicates when a threshold is met. 2. Use Builder \> Integrations to trigger an email/other alert when a call enters the queue. 3. Use Talkdesk Connections to trigger an API event when certain conditions are met. We encourage you to reach out to your CSM. We'd love to understand what you are trying to achieve to help you build a solution that fits your needs. Answered: Aunalisa Arellano on May 14, 2025 Comment deleted by user. Answered: AJ Robles on October 21, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue/comments/new?remote=true) 0 Question on: VCC Live [What is the best way of getting total talk time % in vcc live app?](/discussions/what-is-the-best-way-of-getting-total-talk-time-in-vcc-live-app-a32a0792-4f55-45b0-a29a-893bb43e0812) On daily basis we have issue when c/p stats from vcc that they are in some format of time and we can not easy and fast get stats of talk time % for each agent. Is there a way to set it up in vcc and not to export it in excel? Thank you Mario for your question - quite a interesting one! Maybe I don't have all the info (for example I only assume: 'c/p stats' stands for 'calls/project stats'?), but at first glance I think we might be able to solve something in this area -\> through a custom column in your User Based Statistics maybe? I took the liberty of talking to your Key Account Manager about this, and he'll get in touch with you for more details. I hope you guys will figure something out, so you can get exactly the data that you need, on a daily basis. Thanks again for reaching out. Dan Answered: Dan Deschidar on January 28, 2022 [Your answer](/discussions/what-is-the-best-way-of-getting-total-talk-time-in-vcc-live-app-a32a0792-4f55-45b0-a29a-893bb43e0812/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center-workforce/resources?discussions_page=3) - [1](/categories/contact-center-workforce/resources) - [2](/categories/contact-center-workforce/resources?discussions_page=2) - [3](/categories/contact-center-workforce/resources?discussions_page=3) - 4 - [5](/categories/contact-center-workforce/resources?discussions_page=5) - [6](/categories/contact-center-workforce/resources?discussions_page=6) - [7](/categories/contact-center-workforce/resources?discussions_page=7) - [8](/categories/contact-center-workforce/resources?discussions_page=8) - … - [44](/categories/contact-center-workforce/resources?discussions_page=44) - [45](/categories/contact-center-workforce/resources?discussions_page=45) - [Next ›Next ›](/categories/contact-center-workforce/resources?discussions_page=5) ## Contact Center Workforce Software Reports Mid-Market Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Momentum Grid® Report