Glossary

Average After Call Work Time. The average time an agent spends in the After Call Work state.

The percentage of inbound phone calls made to a contact center that were abandoned by the contact before speaking to an agent. It is calculated as abandoned calls divided by total inbound calls. Abandon rates have a direct relation to waiting times. Also, the percentage of Dialer campaign phone calls that were abandoned by the contact before being connected to an agent.

Abandoned calls. Sometimes inbound calls do not reach an agent. They are abandoned by the caller either in your IVR before they reach a queue (pre-queue abandon), or after they reach a queue (in-queue abandon) but before they are routed to an agent.

Access Control List. The list of access rights that each user has to a particular Voiso feature.

After Call Work. Agent duties to close an interaction after it has ended. These might include data recording and notations in the contact record. As a metric, it is the duration an agent was in the After Call Work status after login.

A contact center user with privileges to manage most contact center settings and perform administrative tasks.

A contact center user with privileges to manage most contact center settings and perform administrative tasks.

The duration an agent was in the After Call Work status after login.

A supervisor feature that is accessed from the Agent List widget. It enables supervisors to monitor agents to view historical metrics, manage queue assignments, and initiate call monitoring features.

Answering Machine Detection. A technology that helps identify calls answered by voicemail and answering machines, then terminates those calls without connecting them to an agent. AMD increases the number of live conversations your agents can have during a shift. The call can be added to the redial list.

A contact center user role that has access only to Call Detail Records (CDR). The analyst role is defined in the Security Access Groups view.

Answered and Effective. The number of outbound calls that were connected and had a duration longer than X seconds, where X is a limit defined by the contact center administrator.

Answered (not Direct to Voicemail). The number of outbound calls that were answered by a person and had a duration of more than Y seconds, where Y is a limit defined by the contact center administrator.

Answered and Not Effective. The number of outbound calls that were connected and had a duration longer than Y seconds but less than X, where Y < X, and X and Y are limits defined by the contact center administrator.

Answer Ratio. The percentage of outbound calls that connected. It does not include short-duration (less than Y seconds) calls, where Y is a limit defined by the contact center administrator.

Events, such as the exchange of messages or separate contact interactions, do not occur simultaneously or sequentially but are related to one another as part of a continuous conversation. In the Omnichannel Workspace, asynchronous messages occur at different times or simultaneously on different channels, such as voice, webchat, SMS, and WhatsApp, but are part of a single contact interaction with your contact center.

An agent is logged in and ready to handle an interaction. Also, an agent metric: the duration an agent was in the Available status after login.

For outbound Dialer campaigns, the average time, in minutes and seconds, agents spend on the phone with a contact. Includes hold time. If the Average Call Duration is too high, the dialing rate might have to be adjusted or agents might require additional training.

For outbound Dialer campaigns, the average time, in seconds, that agents wait for a new call. An important metric for Dialer campaigns. If the Average Waiting Time is too high, the dialing rate might have to be adjusted or agents could be moved to a different Dialer campaign.

For outbound Dialer campaigns. The average time, in minutes and seconds, agents spend in the after-call work state. An important metric for Dialer campaigns. If the Average Wrap-up Time is too high, the dialing rate might have to be adjusted or agents might require additional training.

The optimum number of agents assigned to a queue or Dialer campaign that ensures abandoned calls and agent and contact wait times are minimized. Use the Voiso agent, queue, and Dialer campaign Real-time dashboards to monitor key balancing indicators.

Barging in is the supervisor action of joining an in-progress interaction, often as an intervention. It is a quality management and/or performance activity in which a supervisor communicates with both the agent and contact while the agent handles an interaction. It is a three-way conference where a supervisor joins an existing call to assist the agent and improve the customer experience.

Supervisors can join a live call and converse with both the contact and the agent.

The list of phone numbers or phone number prefixes that may not call into your contact center. This feature ensures that calls from certain phones or regions do not get handled by your contact center.

A brute force attack is a strategy where hackers use various combinations of usernames and passwords to gain unauthorized access to a user account. Voiso's Account lockout feature temporarily locks user accounts after a specified number of failed sign-in attempts.

For outbound dialing, when a number has been redialed a specified number of times, dialing that number is prevented for a specified time interval. Configure Call Suppression (sometimes referred to as 'Hardcap') in the Call Center Settings view. Manage suppressed numbers in the Call Suppression view.

The California Consumer Privacy Act. A California state statute intended to enhance privacy rights and consumer protection for residents of California, United States.

A queue strategy where the interaction is routed to the agent who has been idle longest – the one who has waited longest to handle an interaction.

Caller Line Identification: CLI, also known as Caller ID, is a feature used in telecommunications to display the caller's phone number on the recipient's phone before they answer the call.

Agents initiate calls in a CRM by clicking an icon or link instead of manually dialing the number.

A feature that enables an agent to ask another internal target, such as another agent or a queue, to join the current call. The agent, contact, and conference target can all talk on the same call.

Consultation is a feature that enables an agent to place their contact on hold while they place a call to an internal target, such as another agent or a queue. The agent can talk to the other person while their contact waits on hold. When they are finished talking to the consultation target they can either end the consultation call or transfer the call with the contact to the consultation target – this is also known as a two-step transfer.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

In an outbound Dialer campaign, the rate at which calls are dialed based on the number of active agents assigned to the campaign. The number of calls initiated per active user.

The name part of a website address (URL). Domain names identify Internet resources, such as computers, networks, and services, with a text-based label that is easier to memorize than the IP Address. In your Voiso contact center, the domain is the '<contact center name>.voiso.com' part of the URL.

The Diplomatic Security Service (DSS or DS). The principal security and law enforcement agency of the United States Department of State.

An international standard that specifies the format for phone numbers. In E.164 format, a phone number consists of a country code, a national destination code, and a subscriber number. The E.164 format eliminates additional characters or symbols like parentheses, dashes, or spaces, providing a globally recognized structure for telephone numbers.

Refer to https://www.itu.int/rec/T-REC-E.164

An effective call is an outbound call that is answered by the target contact and had a duration longer than X seconds, where X is the Effective Call Duration limit specified in the Contact Center settings view.

Events are significant changes of state for a call. For example, when a call is dialed, a dialing event is generated for the call. Voiso logs the time of call events.

A telephone extension refers to a number used to identify and dial a softphone, hardware phone, or queue within a contact center.

A phone number that is outside of the contact center dialing system. Within an organization, an external phone number might refer to a cellphone, softphone, or hardware phone that cannot be reached by dialing a contact center extension number.

When a call cannot reach an agent and is either terminated, sent to voicemail, or redirected to a different system. Failover might also refer to a method of protecting computer systems from failure, in which standby equipment automatically takes over when the main system fails

A small icon or collection of icons associated with a website, web page, or web application that is displayed in browser tabs and the bookmarks bar.

A queue strategy where the interaction is routed to the agent who has handled the fewest interactions.

The way a call or other interaction is routed within your contact center system from IVR to queue to agent or voicemail. An ideal flow always enables an interaction to reach the best target to handle it. A well designed flow never lets the caller reach a deadend or loop. A flow is your customer service road map. A well designed flow ensures that callers are given the correct options for the time of day they call. A good flow ensures that the call reaches resolution in the most efficient way.

The number of seconds, minutes, or hours to wait until a redial attempt should be made for each no-answer scenario type.

The General Data Protection Regulation. A regulation in European Union law regarding data protection and privacy in the EU and the European Economic Area.

Call suppression limit. The maximum number of times a phone number may be redialed before dialing is suppressed for a defined time period. Call suppression rules are configured in the Contact Center Settings view.

When a call is placed on hold, the contact and agent are temporarily unable to communicate with one another. The call is still held by the network and the agent is able to reconnect with the contact. Music on hold (MOH) or other pre-recorded media is played to the waiting contact.

Inbound calls that are terminated by the caller after being placed in a queue.

A type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the Inbound status after login.

Incorrect Number. The number of outbound calls that could not be completed due to an incorrect called party number.

On a VoIP network, jitter is a measure of the variation in the delay of processing packets of voice information. When jitter is high, the call might experience breaks in the call audio.

A type of menu that is represented by an icon or graphic consisting of three dots arranged vertically that resemble a type of food called a kebab. Clicking the kebab menu displays a list of options or functions that can be selected.

In a VoIP network, latency is a measure of the delay in travel time, delivery, and processing of network data.

A queue strategy where the interaction is routed to the agent who least recently handled an interaction.

A queue strategy where following the order of the agents in the list of agents assigned to the queue, the call is routed to the next available agent in the list.

For inbound queue monitoring, the point at which the number of calls waiting in a queue is too high. This Real-time dashboard setting is used to set a threshold to enable Administrators and Supervisors to see when certain monitored indicators are too high.

For inbound queue monitoring, the point at which the average length of time to answer calls is too high. This Real-time dashboard setting is used to set a threshold to enable Administrators and Supervisors to see when certain monitored indicators are too high.

MOS. A measure of call quality on a VoIP line, ranging from 5 (excellent) to 1 (bad). Voiso continuously tests call quality and determines MOS automatically using latency (delay), jitter, % packet loss, and effective latency (+2*jitter + 10.0). MOS is included in the Call Detail Records of voice calls. See also, MOS TC (MOS Threshold Count).

For inbound queue monitoring, the point at which there are not enough agents assigned to a queue to handled the expected inbound interaction volume. This Real-time dashboard setting is used to set a threshold to enable Administrators and Supervisors to see when certain monitored indicators are too low.

Machine Learning. A system that uses algorithms and statistical models to analyze and draw inferences from patterns in data. In this way, the system learns and adapts without following explicit instructions.

Mean Opinion Score. A measure of call quality on a VoIP line, ranging from 5 (excellent) to 1 (bad). Voiso continuously tests call quality and determines MOS automatically using latency (delay), jitter, % packet loss, and effective latency (+2*jitter + 10.0). MOS is included in the Call Detail Records of voice calls. See also, MOS TC (MOS Threshold Count).

The count of the number of times a call fell below the threshold of 3.9 set for the MOS (Mean Opinion Score).

Multi-factor authentication, also called MFA, 2FA, or two-factor authentication, is a security protocol for identity verification. MFA enhances account security by combining multiple factors, such as  like passwords with unique codes, such as those provided by the Google Authenticator app.

No Answer. The number of outbound calls that reached the contact, but were not answered.

A type of interaction, such as a voice call, initiated by an agent, such as phoning a contact. Also, an agent metric: the duration an agent was in the Outbound status after login.

On a VoIP network, packet loss is a measure of the percentage of packets of voice data that are lost during a call.

The Payment Card Industry Security Standards Council.

A Voiso option where contacts are asked to participate in a survey to provide feedback about an inbound call when the call ends.

Inbound calls that are terminated before reaching a queue from an IVR.

A telephone prefix is the first set of digits after the country and area codes of a telephone number: country code + area code + prefix + subscriber number. The prefix is sometimes associated with a region (exchange) within the area represented by the area code.

Dialing a number again that has recently been dialed. This is commonly done if the number dialed was busy, there was no answer, or was answered by an answering machine or voicemail. Redial rules are configured in the Dialer campaign Add campaign view. The global Max number of attempts setting is configured in the Contact Center settings view.

Redial rules specify the number of times a number may be redialed before another action occurs such as freezing the number for a specified duration or adding the number to the list of suppressed numbers. Configure redial rules in the Dialer campaign settings.

A queue strategy where all available agents assigned to the queue receive the interaction and the interaction is handled by the first agent to answer it. If the agent rejects the interaction, it returns to the queue automatically. If all agents reject the interaction, the interaction is again directed to all available agents.

A sound made by a softphone or mobile phone when an incoming call is received.

RBAC. The granting of access to a system, functionality, or data based on the person's role in the organization.

Move a call through your contact center call flow to reach a destination such as an agent, a recording, or voicemail. The path a call follows in a call flow.

The process of automatically directing calls through your contact center network to IVRs, queues, agents, recordings, agents, and voicemail.

The endpoint in a call flow where a call is directed based on time of day, IVR selections, and agent availability. Destinations can include an agent's softphone, a recorded message, or voicemail.

A call routing program that is created in the Add script view. Scripts are components of call routing that include menus, queues, call transfers, messages, voicemail, and text. Scripts can be configured to run on specific days and times.

Security Access Groups are custom user roles that grant or restrict access to Voiso features. Refer to Role-based access.

Sentiment is the emotional tone or attitude expressed by participants in a conversation. Voiso Conversation Scoring uses AI-driven Speech Analytics to determine and categorize the sentiment of each party as positive, negative, or neutral.

A SIP URI (Session Initiation Protocol Uniform Resource Identifier) is a unique address to locate and communicate with endpoints in a SIP-based contact center. It is similar to a URL (Uniform Resource Locator) used on the world wide web. SIP URIs allow SIP endpoints to locate and connect with each other.

A complete SIP URI looks similar to an email address, with the user part followed by the at symbol "@" and the domain part. For example, "alice@example.com" or "+15551234567@sip.provider.com"

The recognition and translation of spoken language into text by a computers. One of the main benefits is making a conversation searchable and subject to manual and automatic analysis. The Voiso Speech Analytics feature uses speech recognition to generate a speech-to-text transcript of call recordings that include sentiment analysis with keyword recognition and highlighting.

An agent's readiness, or availabilty, to take calls. In the Voiso Agent Panel, agents can indicate their availability status, such as Available, Unavailable, and Logout. Agent status statistics are accessible from certain Real-time dashboards and historical reports.

For inbound calling, a strategy is a method for deciding the best way to direct a call to the resource best suited to resolve the reason for the call.

For outbound calling, a strategy is a method for determining the optimum rate of automatic dialing to ensure that agents connect only to answered calls and contacts are not waiting to be connected to an agent.

Call suppression. For outbound dialing, when a number has been redialed a specified number of times, dialing that number is prevented for a specified time interval. Configure Call Suppression (sometimes referred to as 'Hardcap') in the Call Center Settings view. Manage suppressed numbers in the Call Suppression view.

Within a contact center, a target is an agent, supervisor, queue, skill, external number, or other contact center entity that can be the target of an interaction, whether it is routed, transferred, conferenced, or consulted.

For outbound calling and messaging, a target is the person who is the intended recipient of a call or message.

Transmission Control Protocol/Internet Protocol. The TCP establishes network data exchange standards across programs and works with IP, which defines how computers transmit information as data packets.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.

Answer Seizure Ratio used by telecom businesses. The number of effective calls plus the number of not effective calls, including calls answered by voicemail (DVM), divided by the total number of call attempts, expressed as a percentage.

To end a voice call. Hang up a voice call either manually or automatically.

Text-to-Speech (TTS) is a technology that converts written text into spoken voice output. TTS systems create synthetic speech that reads text aloud text content. TTS utilizes advanced algorithms and linguistic rules to generate natural-sounding speech in multiple languages and accents. In contact centers, TTS replaces audio message recordings in IVRs and call flows.

Also: 3rd-party. A application created or developed by a company other than Voiso. Voiso supports many third-party applications including various CRM solutions.

After an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to issue a first response.

In an ongoing conversation, this is the maximum time, in seconds, that an agent has to reply to the latest response from a contact.

After an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to resolve an interaction.

An area of the world that observes a uniform standard time for legal, commercial, and social purposes. Time zones commonly follow the boundaries between countries and their subdivisions instead of following evenly spaced divisions on the globe for the convenience of keeping a consistent time.

A feature that enables an agent to redirect a call to a target, such as another agent or a queue. Voiso supports both one-step and two-step transfers. A one-step transfer is also known as a Blind transfer. A two-step transfer can be performed as part of a consultation call.

Two-factor authentication, also called 2FA or multi-factor authentication, is a security protocol for identity verification. 2FA enhances account security by combining multiple factors, such as  like passwords with unique codes, such as those provided by the Google Authenticator app.

An agent status. The agent is logged in, but is not available to handle interactions. Unavailable with a reason, such as lunch break or team meeting. Also, an agent metric: the duration an agent was in the Unavailable (with reason) status after login.

Unique Numbers. The number of unique destination numbers an agent tried to reach.

An inbound queue that handles both voice interactions and digital channels in an Omnichannel contact center.

Anyone who works in your contact center who administers the call center, supervises agents, analyzes data, or handles interactions (agents).

UTC, or Coordinated Universal Time, is the time standard the world uses to regulate clocks and time. It serves as a reference for various time zones. It is not affected by daylight saving time.

Universal Unique Identifier. A 128-bit value used to uniquely identify an object or entity on the internet.

User Experience (UX) is the overall experience and satisfaction a person has when interacting with a product, system, or service, particularly in terms of how easy it is to use. It includes usability, accessibility, and aesthetics. A good UX design aims to optimize user satisfaction by understanding user needs, preferences, and behaviors, and designing accordingly to enhance the overall experience.

An abbreviation for Voicemail. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system.

Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

Supervisor can join a call to help agents without the contact hearing the supervisor.

The rebranding of software purchased from a service provider. The Voiso White Label feature enables customers to apply their header, favicon, Agent Panel softphone, and Omnichannel logos to their Voiso contact center.

The outcome of an interaction. This parameter is selected by an agent during the after-call work phase. It is not the same as the Disposition code that is automatically assigned by the system.

Two-factor authentication, also called 2FA or multi-factor authentication, is a security protocol for identity verification. 2FA enhances account security by combining multiple factors, such as  like passwords with unique codes, such as those provided by the Google Authenticator app.