Glossary

A

AACWT

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

Abandon
The termination of an inbound interaction before it was connected to an agent. For Dialer campaigns, it refers to the dropping of a call because the system or agent was unable to connect.
Abandonment Ratio

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.

abandons

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.

AC
Answered Calls. The number of inbound calls an agent answered.
ACD
Average Call Duration. The average time callers spend on the phone with an agent. Includes hold time.
ACL

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

ACW

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.

Admin

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

Administrator

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

After Call Work

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

Agent
A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.
Agent Desktop
An application, sometimes called an agent workspace, that agents use to handle interactions, monitor their status, and perform their contact center duties. Voiso's Agent Panel and Omnichannel Workspace are agent desktops. They bring together the processes and capabilities in a unified user interface.
Agent Experience
The change in competence of an agent resulting after handling an interaction. It is improved through agent coaching, skills training, and Workforce Optimization.
Agent Reports
A performance report providing statistical insights related to metrics regarding an individual agent's average handle time, unavailable time, total calls placed, and so on.
Agent Wait Time
AWT. The time an agent waits to be connected between calls during an outbound campaign. Reducing AWT is one of the ways to make an outbound campaign more effective.
Agent Zoom

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.


AHLDT
Average Hold Time. The average time callers spend on hold with an agent.
AHT
Average Handle Time. The average amount of time an agent spends handling interactions. Includes routing, talk, hold, and after call work time.
AI
Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states.
AMD

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.

ANA
Average Non Answered. The average number of inbound calls routed to an agent that were not answered by the agent.
Analyst

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.

Analytics
Tools that analyze data, make correlations, reveal insights, and report on trends to help you improve operations.
ANI
Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID).
Ans. Eff.

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.

Ans. Not DVM

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.

Ans. Not Eff.

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.

Ans. Ratio

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.

Answer Seizure Ratio
ASR. The percentage of outbound calls that are answered.
Answering Machine Detection
AMD. 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.
API
Application Programming Interface. A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.
Application
A computer program, service, or capability that enables the use of contact center functionality.
ASR
Automatic Speech Recognition. A technology that processes spoken language and converts it to text or digital formats.
asynchronous

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.

ATT
Average Talk Time. The average time callers spend speaking with an agent. It does not include hold time.
Automatic Call Distribution
ACD. A telephony device that answers and distributes incoming calls to a specific group of queues or agents in a contact center.
Available

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.

Average Call Duration

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.

Average Speed of Answer
Average time for an agent to answer an inbound call.
Average Waiting Time

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.

Average Wrap-up Time

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.

B

balance

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.

Barge-in

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.

barging

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

Blended Agent
A contact center agent who handles inbound and/or outbound voice and/or omnichannel interactions with contacts.
Blind Transfer
Transferring a call to an extension or queue without knowing who will answer the call and without talking to the call target first. Also called one-step transfer or cold transfer.
blocklist

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.

Bot
A software application that automates tasks that humans would otherwise do, such as gathering information from a contact and providing answers through chat. An example of a bot is a Chatbot.
brute force attack

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.

C

CAC
Customer Acquisition Cost. A measure of how efficient a company's sales and marketing efforts are at acquiring new customers.
Call Detail Record
Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction.
Call History
Call outcome logging and call details are automatically transmitted to the CRM database after a call.
Call outcome logging
In CRM integration, the logging of call results from Voiso to the CRM or database.
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.

Callback
If no lines or agents are available, a queue can offer a caller the option to have the system call them back when an agent becomes available.
Caller ID
CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.
Calling list
the list of telephone numbers used for an outbound Dialer campaign. Voiso supports both CSV upload and import from a CRM.
Calling List Import
Voiso pulls selected contact phone numbers directly from the CRM database for Dialer campaigns.
CCaaS
Contact Center as a Service. A complete, unified, cloud-hosted contact center platform offered by subscription.
CCPA

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

CDR
See Call Detail Record.
CEM
Customer Experience Management. An organizational strategy that optimizes customer experience and customer engagement.
Channel
Voice and digital communication mediums, such as phone, SMS, webchat, Facebook, WhatsApp, Instagram, and Telegram, that enable contacts to interact with your contact center.
Chat
Also called Webchat. A two-way digital messaging application built into an organization's contact center platform, and launched from the organization's website, that allows a contact to communicate and receive service quickly and easily online. Voiso handles chat through its Webchat channel.
Chatbot
An AI-enabled application capable of communicating with contacts to deliver efficient service through the Webchat channel.
CID
Caller ID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.
Circular

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.

CLI

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.

Click-to-call

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

Coaching
Agent coaching is a quality management and/or performance activity in which a supervisor provide agents with feedback and support while the agent handles an interaction.
Compliance
Abiding or conforming to rules, regulations, or laws.
conference

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.

consult

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.

Consult Transfers
Consultation transfer. Also called two-step transfer. Transferring a call to another agent after first starting a consultation call with them.
Contact Center
The part of an organization that supports inbound and/or outbound communication between contacts and agents (or self-service systems) across multiple voice and digital channels. Contact centers typically provide Customer Service, Sales, or Support. Before the advent of digital channels, such as webchat and WhatsApp, contact centers we called Call Centers.
Contact Center Management
The policies, procedures, and tools used to manage operations, employees, and interactions within a contact center.
Context transfer
Transfer between agents of all necessary information about an interaction.
CRM
Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue.
CSR
Customer Service Representative. A contact center employee or agent who provides support when handling customer interactions.
CSV

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.

CTI
Computer Telephony Integration. The monitoring, controlling, and integration of a phone system with a computer system. Voiso provides CTI through the cloud.
CTI Server
The software that supports a computer telephony integration (CTI) platform.
Customer Engagement
An approach to contact management that connects multiple systems, processes, and stakeholders to optimally engage a contact in their customer journey with your organization.
Customer Experience
CX. The experience resulting from a contact's interaction on any channel and at any touchpoint of the customer journey.
Customer feedback
Input that contacts provide to your organization. It might be unsolicited, such as a phone call or email, or you might ask a contact about your service. Voiso's Post Call Rating is an example of solicited feedback.
Customer Journey
The end-to-end set of experiences customers have when interacting with an organization or brand, including contact center interactions, website navigation, and customer feedback.
Customer Service
The support offered to customers before, during, and after their purchase or other interaction.
CX
Customer Experience. The experience resulting from a contact's interaction on any channel and at any touchpoint of the customer journey.

D

Dashboard
A display on a computer screen that enables easy viewing of real-time data, communication, KPI reporting, or technical information.
Data masking
The modification or hiding of sensitive data, including Personally Identifiable Information (PII) so that it cannot be read or copied by a user.
Database
An application that stores, organizes, and structures data consistently for efficient analysis. A structured set of files, records, or tables. Abbreviated as DB. A collection of information organized in such a way that a computer program can quickly select desired pieces of data.
Dial level

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.

Dialer
A Voiso tool that automatically dials numbers for outbound calling campaigns. You can choose different strategies to tune the dialing rate to accommodate the number of available agents or your real-time campaign metrics. Dialer enables you to either integrate your CRM to generate a calling list or to import one from a CSV. Use Dialer to ensure that contacts are called only at certain times of the day in their local timezone.
Dialer Campaign
An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.
Dialer strategy
A technology that determines the optimum rate of automatic phone number dialing during a Dialer campaign. Voiso supports both Progressive and Predictive AI dialer strategies.
DID
Direct Inward Dialing. A telephone service that allows a phone number to ring directly to a specific phone at a contact center instead of going to an operator, IVR, or queue and requiring the caller to dial an extension.
Disposition code
The outcome of an interaction. This parameter is automatically assigned to an interaction by the Voiso application. It is not the same as the Wrap-up code, which is a custom outcome assigned to an interaction by an agent.
DNIS
Dialed Number Interaction Services. The dialed number associated with a call (the called number).
Do Not Call
DNC. A parameter or label associated with phone numbers that should not be called.
domain

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.

DSS

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

DTMF
Dual Tone Multifrequency. A system that uses audio tones to represent digits on a keypad. When a person presses the numbers on their phone to dial a number or make a selection in an IVR, they are sending DTMF audio tones to the phone system.
DVM
Direct to Voicemail. The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration of less than Y seconds and were assumed to be answered by voicemail, where Y is a limit defined by the contact center administrator.

E

E.164

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

effective

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.

event

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.

extension

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

external phone number

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.

F

failover

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

Favicon

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.

Fewest calls

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

flow

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.

Freeze

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

G

GDPR

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

H

hardcap

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.

Hardware Phone
A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.
HC
Handled Calls. The number of inbound calls an agent handled. Calls transferred *from* other agents are included, but calls transferred *to* other agents are not included.
HLR
Home Location Register. A database containing information about authorized subscribers using a global system for mobile communication (GSM) core network. The home location register stores information ranging from phone numbers to current location of the subscriber.
hold

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.

Hold Time
The total amount of time a contact spends in an agent-initiated hold status.
Home Location Register
HLR. A database containing information about authorized subscribers using a global system for mobile communication (GSM) core network. The home location register stores information ranging from phone numbers to current location of the subscriber.

I

In-queue abandons

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

Inbound

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.

Incor. Nmbr

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

Interaction
Formerly a call. A conversation over a contact center channel, including voice, SMS, and omnichannel, between a contact (customer) and a contact center user (usually an agent), along with the associated interaction information and data. Interaction data includes the identity of the contact and agent, a recording, message, or transcript of the conversation, and various metrics and statistics. Together these form the Call Detail Record.
Intercept
When a supervisor takes a call that was routed to an agent.
ISDN
Integrated Services Digital Network. A series of technical standards that enable digital voice, video, and data transmission services over telephone networks.
IVR
Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction.

J

Jitter

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.

K

kebab menu

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.

KPI
Key Performance Indicator. A measurement of the performance of an agent or a contact center. The collection of this type of data captured in reports and reviewed regularly.

L

Last Login
The date and time an agent last logged in.
Latency

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

Least recent

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

Linear

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.

LNP
Local number portability. A service provided by telecommunications service providers that enables users to transfer their telephone number between different service providers and geographical locations. It allows users to keep the same landline or phone number while changing their local exchange carrier.
Log
Records of occurrences using time stamps to document the events related to what took place within a contact center system or during a call.

M

Maximum number of calls

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.

Maximum wait time

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.

Mean Opinion Score
MOS. A measure of call quality on a VoIP line. MOS is included in the CDR of voice calls.
Minimum number of agents

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.

ML

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.

MOH
Music on Hold. The music played to a caller while their call is on hold either in queue or by an agent. A media file of type audio file.
Monitoring
Agent monitoring is a quality management and/or performance activity in which a supervisor listens to an active call without the agent or contact being aware of the supervisor's presence.
MOS
Mean Opinion Score. A measure of call quality on a VoIP line. MOS is included in the CDR of voice calls.
multi-factor authentication

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.

Multichannel
Contact centers offer multiple communication channels to interact with contacts, but each channel is separate. See Omnichannel for seamless conversations across every channel.

N

Natural Language Processing
A computer process that turns text or audio speech into encoded, structured information.
New Nmbrs
New Destination Number. The number of new destination numbers an agent tried to reach.
No Ans.

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

Number Masking
The modification or hiding of a contact's phone number from an agent.
Number validation
The correction of common errors in phone numbers and the removal of non-existent numbers from a database. The detection of a person on a mobile network.

O

Offline
Logged out of the contact center. Also, an agent metric: the duration an agent was not connected to the network after login.
Omnichannel
Contacts can move seamlessly between one communication channel and another, while the contact center tracks all the interactions as a single conversation. A conversation might begin as a webchat, progress to a phone call, and conclude with a offer being made by WhatsApp. This is an advance over multichannel where a contact center offers multiple, but unrelated communication channels, such as voice, webchat, WhatsApp, and so on.
Outbound

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.

P

Packet loss

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

PBX
Private Branch Exchange. A private telephone system used by an organization to make and receive internal and external calls.
PCI

The Payment Card Industry Security Standards Council.

Personally Identifiable Information
PII. Information that, when used alone or with other relevant data, can identify an individual.
PII
Personally Identifiable Information. Information that, when used alone or with other relevant data, can identify an individual.
Post Call Rating

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

Pre-queue abandons

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

Predictive Dialer
An approach to dialing that initiates a large volume of calls at one time. The Voiso Predictive AI analyzes the abandonment ratio, answer ratio, agent waiting time, average call duration, and more to tune the optimal dial level to predict the availability of outbound agents. Any calls that connect are transferred to available agents. This approach maximizes efficiency of agents who would otherwise waste time dialing a long list individual numbers without a guarantee of a connection.
prefix

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.

Progressive Dialer
An automated outbound dialing technique that automates the process of making outbound phone calls so call center agents don't have to manually dial each number from the contact list. The Voiso Progressive dialer dials numbers automatically and filters out busy lines, answering machines, and disconnected numbers so that agents don't have to waste time on manual dialing and failed calls. Progressive dialers ensure agent availability before connecting a call.
Prompt
A message played to a contact to give them a choice of selections they can make or respsones they can give.
PSTN
Public Switched Telephone Network. The public network that carries traffic to and from contacts and business.

Q

Queue
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

R

RBAC
Role-based Access Control. The granting of access to a system, functionality, or data based on the person's role in the organization.
Recording
A digital recording a voice call between a contact center agent and a contact. Calls might be recorded in compliance with rules and regulations, then monitored for quality, agent performance evaluation, and workforce management.
redial

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

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.

Ring all

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.

ringtone

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

Role-based Access Control

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

route

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.

routing

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

routing destination

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.

S

Screen Pop
A contact record or other information that automatically displays in a CRM application when an agent connects to a call. The contact record provides additional information about the contact to aid the agent in handling the call. Voiso's CRM integration provides this capability when available from the CRM.
script

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

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

Sender ID
The identification phone number used to send an SMS. The number that is displayed to the message recipient. SIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.
sentiment

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.

Sentiment Analysis
AI-enabled analysis of speech and text to determine the feelings, emotional tone, or sentiment behind the words. Sentiments might include happy, angry, ambivalent, interested, satisfied. Sentiments can be positive, negative, or neutral.
Service level
A percentage measurement of how well standards are met for customer service.
Silent Monitoring
Agent monitoring is a quality management and/or performance activity in which a supervisor listens to an active call without the agent or contact being aware of the supervisor's presence.
SIP
Session Initiation Protocol. A signaling protocol used to initiate, maintain, and terminate communication sessions over the internet, including voice, video, and messaging applications.
SIP URI

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"


Skill
An agent attribute that can be used to help target calls to the best agent. A capability, such as product expertise, spoken language, specialty, or personality trait that an agent offers to contacts.
SMS
Short Message/Messaging Service. A text messaging service component of telephone, Internet, and mobile devices. It uses standardized communication protocols that lets mobile devices exchange short text messages. Voiso enables agents to send SMS to contacts.
Softphone
A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection.
SPAM
Spamming is the use of phone or messaging systems to send multiple unsolicited messages to large numbers of recipients or simply repeatedly sending the same message to the same person. A reference to a comedy sketch by the British comedy troupe, Monty Python, in which the word spam is repeated over and over.
Speech analytics
Speech analytics, also called interaction analytics, is technology that uses AI to understand, process, and analyze human speech.
speech recognition

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.

status

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.

strategy

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.

Supervisor
In a contact center, the person responsible for leading, monitoring, and training a team of agents.
suppression

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.

Switch
A device within a telephone exchange that connects calls from recipient to destination and controls voice and data traffic across the exchange.

T

Talk Time
The amount of time a contact spent interacting with an agent between the initial greeting and conclusion of a conversation. It comprises anything that happens during a call, including hold time and conference time. It can include inbound time and outbound time.
target

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.

TC
Total Calls. Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls.
TCP/IP

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.

team

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.

Telecom Ans. Ratio

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.

Terminate

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

Third-party

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

TIC
Total Inbound Calls. The number of inbound calls routed to an agent.
Time to first response

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.

Time to reply

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

Time to resolution

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

time zone

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.

Timezone detection
A system that detects the timezone of a phone number to increase the probability that a call to the number will be answered.
Total Outbound Calls
The total number of outbound calls an agent placed.
transfer

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

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.

U

Unavailable

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.

Uniq. Nmbrs

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

Universal Queue

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

user

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

UTC

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.

UUID

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

V

VM

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.

Voice over IP
VoIP. An Internet Protocol (IP) that enables the transmission of voice and data on the same network. A technology that converts voice into a digital signal.
Voicemail

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.

VoIP
Voice over IP. An Internet Protocol (IP) that enables the transmission of voice and data on the same network. A technology that converts voice into a digital signal.

W

Webchat
The Voiso chat channel. Part of the omnichannel solution.
WebRTC

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.

whisper coaching

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

White labeling

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.

Wrap-up code

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.

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2FA

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.