Contact Center Application Glossary

this glossary covers essential terms and abbreviations found in exotel contact center documentation ameyo and common industry concepts please note that these definitions provide quick guidance for better understanding, not exhaustive technical details exotel contact center erstwhile "ameyo" application glossary (a z) a abandon rate the percentage of calls that are abandoned by the customer while waiting in the queue formula (abandoned calls / offered calls) 100 docid\ smyfpd zz hp9fgaz1c47 a system that routes incoming calls based on pre defined rules (such as skill based routing, fifo, or priority) to ensure uniform call distribution across available agents active interactions the total number of interactions (calls, chats, etc ) currently being handled by agents in real time agent state the current status of an agent in the toolbar, typically ready / available waiting to receive a new interaction not ready / break paused and unable to receive interactions busy currently engaged in an interaction auto call off a toolbar setting that prevents the system from automatically connecting the next call, often used when the agent needs to perform an offline task active active ha a redundancy configuration where multiple instances of the application run simultaneously if one instance fails, another active instance seamlessly takes over to minimize downtime acw (after call work) the duration after a call disconnects during which an agent wraps up the interaction (e g , adding notes or dispositions) before becoming available for the next call agent presence management the ability to monitor, track, and control the availability status (e g , available, break, busy) of agents within the contact center ameyo 360 aim application and infrastructure management module that collects error reports from agents and infrastructure, providing administrators with a top down operational view ameyo fusioncx a unified contact center solution package that includes capabilities for voice, email, social media, and chat interactions ameyo voiceblast a feature enabling businesses to send thousands of pre recorded messages to customers simultaneously for alerts, reminders, or marketing api (application programming interface) interfaces (such as user management, stats, or ticketing apis) that allow third party applications to interact with ameyo to manage data, users, or call controls auto failover a mechanism that allows a backup server to automatically take control and provide services if the primary server breaks down, ensuring high uptime automatic retries a configuration that sets specific retry times for numbers that were not reached (e g , no answer, user busy) b barge in a supervisor feature allowing them to enter an active call between an agent and a customer to assist or take over break code a specific reason selected by the agent when going into "not ready" state (e g , "lunch," "training," "tea break") blended voice campaign a configuration allowing agents to handle both inbound and outbound calls simultaneously, prioritizing inbound calls to reduce drop rates byob (bring your own bot) support for integrating third party chatbots or voicebots into the ameyo environment byok (bring your own key) a security feature where the customer manages their own encryption keys for securing sensitive data like pii c calls in queue (ciq) the real time count of callers currently waiting to be connected to an agent docid\ d6nngdilc1az5zszinnqk a specific project or line of business configured in the application (e g , "sales outbound") conference a feature allowing an agent or supervisor to add guests (other agents, managers, or external numbers) to a live call for a multi party conversation cold transfer transferring a call to another agent or department without first speaking to the receiving party to provide context callback management a feature allowing agents or supervisors to schedule, view, and manage callbacks for customers who requested to be contacted later chatbot an automated software program capable of interacting with customers to solve queries via text it can hand off complex queries to human agents churn contact a logic that marks numbers as "churned" or ineligible for dialing based on specific customer information or criteria (e g , excluding vip customers from auto dialing) cold redundancy a backup configuration where the secondary system remains inactive until needed it can be enabled manually or automatically in case of primary system failure cti (computer telephony integration) technology that allows computers to interact with telephone systems, enabling features like screen pops where customer data is displayed automatically when a call arrives d dialer state the current mode of the outbound dialer (e g , active, paused, stopped) docid\ tm0yywo4boplmiwlkx9rv a status or tag assigned by an agent at the end of an interaction to classify the outcome of the call (e g , "sale made," "not interested," "callback scheduled") db column encryption security feature that encrypts specific columns in the database (using rsa encryption) to prevent data leakage of sensitive customer information id (direct inward dialing) rotation a strategy where outbound calls rotate through a set of did numbers to prevent calls from being flagged as spam and to increase answer rates disaster recovery a strategic plan and infrastructure setup (often involving a separate site) ensuring the quick resumption of mission critical functions following a significant negative event dnd (do not disturb) / dnc (do not call) a repository of numbers that are excluded from dialing lists to comply with regulations or customer preferences dtmf (dual tone multi frequency) the signals generated when a user presses keys on their telephone keypad, used for navigating ivr menus dtmf tone masking a security feature that masks the tones generated when a customer enters sensitive data (like pins) by playing a noise, ensuring the agent cannot hear the actual input e ewt (estimated wait time) an announcement played to customers in a queue, informing them of the approximate time until an agent answers f force logout an administrative action to remotely log an agent out of the system fetch order the criteria defined for sorting and prioritizing the dialing list in an outbound campaign fifo (first in, first out) a routing strategy where calls are distributed to agents in the exact order they were received fixed pace dialer a dialing mode where a fixed number of calls are dialed per available agent based on a specific ratio g group manager a user role with permissions to supervise and monitor a specific group of agents or campaigns h hold a toolbar action to temporarily pause the audio connection with the customer hot desking the ability for an agent to log in to the ameyo application from any physical desk or device using their unique credentials high availability (ha) system architecture designed to ensure continuous operation and high uptime (e g , 99 99%) through redundancy hybrid cloud an infrastructure setup combining on premise hardware with cloud services i in app notification alerts displayed within the application interface regarding new tasks, callbacks, or system messages interaction history a tab in the agent interface showing a chronological list of past interactions with a specific customer internal chat a collaboration tool allowing agents and supervisors to chat with each other within the ameyo interface without leaving the platform ivr (interactive voice response) an automated telephony system that interacts with callers, gathers information via keypad inputs (dtmf), and routes calls to the appropriate recipient l lead penetration a dashboard metric showing the percentage of leads in a list that have been attempted or contacted live monitoring the real time dashboard allowing supervisors to view the status of agents, queues, and ongoing calls login / logout the action of an agent signing into or out of the application to start or end their shift ldap connector a module allowing user authentication using an enterprise's existing ldap (lightweight directory access protocol) servers (e g , microsoft ad) lead to queue mapping the ability to designate specific sets of leads to be handled by specific groups of agents lwa (longest wait agent) a routing strategy that sends the next call to the agent who has been idle/waiting for a call the longest m manual dialing initiating a call by manually entering a phone number on the toolbar keypad monitor / snoop a silent monitoring feature allowing a supervisor to listen to a live call without being detected by the agent or customer maker checker a security principle in user access management where one person initiates a change (maker) and a second person authorizes it (checker) mobile sdk a software development kit that allows businesses to integrate ameyo's communication capabilities directly into their own mobile applications mrcp (media resource control protocol) a protocol used to integrate automatic speech recognition (asr) and text to speech (tts) engines with the contact center n number masking a privacy feature that hides the phone numbers of both the customer and the agent during an interaction o offered calls the total count of calls presented to the system or a specific queue in real time omnichannel a strategy providing a seamless customer experience across multiple channels (voice, email, chat, social media), where context is preserved across interactions p pacing ratio a dialer setting that determines how many outbound calls are placed per available agent (e g , 1 1 5 means 1 5 calls dialled for every 1 free agent) preview dialing a mode where customer details are shown to the agent before the system dials the number, giving them time to prepare pace (proactive connect enhancer) an intelligent outbound dialing solution that analyzes interaction history to predict the most probable time a customer will answer parallel ringing an inbound routing scenario where a call rings simultaneously on all connected agents' devices until one answers pattern based dialing a routing rule where the system decides how to dial a number based on its pattern (e g , routing mobile numbers via gsm gateways and landlines via pri) ppd (parallel predictive dialer) an advanced dialer that detects answering machines and busy tones, connecting only live humans to agents it runs multiple dialers in parallel for efficiency preview dialer a dialing mode where the agent is shown customer details before the call is placed, allowing them time to prepare private cloud a cloud computing model where it services are dedicated to a single organization, often offering higher security and control progressive dialer a dialing mode that only begins dialing when an agent becomes available, ensuring a connected customer is never left waiting for an agent pstn (public switched telephone network) the traditional circuit switched telephone network q queue a "waiting line" for calls or interactions, where they are held until an agent with the matching skill set becomes available quality monitoring (qm) the process of listening to, viewing, and scoring agent interactions to assess performance and identify training needs r ready time the cumulative time an agent has spent in the "available" state during the current session real time agent assist ai powered live guidance provided to agents during a conversation, such as real time translation or suggestion of answers report designer a tool enabling the creation of customized reports with specific data columns and formats (pdf, xls, html) routing policies rules configured by administrators to determine how incoming calls are directed based on channel, did, caller id, or time of day s screen pop the automatic display of customer information (crm data) on the agent's screen when a call arrives service level (sl) a real time kpi showing the percentage of calls answered within a target timeframe (e g , 80% in 20 seconds) session the duration from an agent's login to logout sla (service level agreement) the agreed upon standard for response times or resolution times, monitored via dashboards screen recording the ability to capture and archive the activity on an agent's computer screen during a customer interaction sentiment analysis (emotional intelligence) a feature using machine learning to analyze the mood and behavior of a customer (e g , angry, happy) to prioritize cases or trigger alerts sip proxy server a server acting as an intermediary for voip calls, enabling the unification of multiple call servers and handling tasks like network security and routing skill based routing a method of distributing calls to agents based on their specific skills (e g , language proficiency, technical knowledge) rather than just availability snoop a supervisory feature allowing a manager to listen to a live conversation between an agent and a customer without either party knowing sticky agent/preferred agent a routing feature that attempts to connect a customer to the same agent they spoke with previously to ensure continuity synthesizer a visual, drag and drop tool used to design and re engineer business rules, routing strategies, and interaction workflows t talk time the real time duration of the current conversation task a unit of work in the workflow module (e g , a ticket, a callback request) assigned to an agent transfer sending a live call to another destination blind transfer sending the call immediately without checking availability attended transfer speaking to the receiver before connecting the customer table filters criteria used to filter customers in outbound campaigns based on specific attributes in the database tpv (third party verifier) a specialized external number or service used to verify customer consent or transactions, often required for compliance two factor authentication (2fa) a security process requiring two distinct forms of identification (e g , password + otp) to access the system u uad (universal audio device) the component in the ameyo interface that handles audio connections for the agent user access management (uam) the administration of user identities and permissions, ensuring users only have access to the specific tools and data they need v video call an interaction involving two way video, often used for kyc (know your customer) or specialized support video quality a metric indicating the bitrate or stability of the video connection video workbench the agent side interface for handling video interactions, including controls for camera and microphone vapt (vulnerability assessment and penetration testing) security testing services provided to identify and patch vulnerabilities in the system virtual queue a feature allowing customers to hang up but maintain their position in the queue, receiving a callback when it is their turn voicebot an ai powered voice interface that converses with customers using natural language to resolve queries or route calls voicelog archiver a module that stores and indexes recorded calls for a defined retention period vpn (virtual private network) connect a secure way for remote agents to connect to the contact center infrastructure over the internet w wallboard a large screen display or dashboard view showing critical real time statistics (queue length, service level, agent status) for the entire floor wrap up time (acw) the time an agent spends completing after call work (notes, disposition) before becoming ready for the next call warm transfer transferring a call where the agent speaks to the receiving party first to explain the situation before connecting the customer webrtc technology enabling voice and video communication directly through a web browser without requiring external plugins or softphones whisper a supervisory feature allowing a manager to speak to the agent during a live call without the customer hearing whitelabeling the ability to customize the look and feel of the ameyo interface (e g , logos, colors) to match the branding of the organization using it