Versions Compared
Key
- This line was added.
- This line was removed.
- Formatting was changed.
1. Sections
| № | Term | Description |
|---|---|---|
1 | Applicationapplication | Part of the Webitel software that requires access permission to enter |
2 | category | |
3 | section | |
| page | ||
| tab | ||
| paragraph | ||
| registry |
2. Participants
| № | Term | Description |
|---|---|---|
1 | User | Logged in visitor to which licenses are issued and assigned roles and devices (see Users). |
| 2 | Agent | Contact center practitioner who services members and callers(see Agents). |
3 | Member | The person to whom the dialer makes a call(see Members). |
| 4 | Subscriber | The person who calls a contact center. |
| 5 | Auditor | |
| 6 | Admin |
3. Call
| № | Term | Description |
|---|---|---|
1 | Missed | |
| 2 | Abandoned | |
| 3 | Success | |
| 4 |
3. Statuses and states
| № | Term | Description |
|---|---|---|
1 | Online | |
| 2 | Offline | |
| 3 | Pause | |
| 4 | Pause cause | |
| 5 | Break out | |
| 6 | Waiting | |
| 7 | Offering | |
| 8 | Bridged | |
| 9 | Wrap up time | |
| 10 | Postprocessing |
4. Queues
| № | Term | Description | |
|---|---|---|---|
1 | Offline queue | The list of Members who need to be called back manually, for example, the Member who selects the option to call back; | |
2 | Inbound queue | Callers are waiting in the Queue to speak to an Agent. For example, a hotline; | |
3 | Outbound IVR menuInteractive voice responseis a technology that allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. | 2queue | Call Members without the involvement of an Agent. Allows an organization to automatically engage customers by making automated voice calls using pre-recorded files or speech synthesis and recognition technologies |
| 4 | Preview dialer | The main task is to select a Member and show information about him to the Agent. The initiator of the call is the Agents | |
| 5 | Progressive dialer | Outbound campaign with Agent reservation. Simultaneous dialing to the Members and Agent | |
| 6 | Predictive dialer | An outgoing campaign without prior reservation of an Agent to minimize the call waiting time. The Dialer determines how many Members need to be dialed to receive an answer, connect with an Agent, and reduce the agent's waiting time. It maximizes agents' load by minimizing the waiting time for an Agent to communicate with a Member. In the case when the Dialer has reached the Member, but there is no free Agent, then Members who could not be connected to an Agent remain to wait in the Queue | |
| 7 | Chat inbound queue | ||
| Inbound job queue | |||
| Outbound job queue | |||
| Dialer |
5. Object
| № | Term | Description |
|---|---|---|
1 | License | |
2 | User | Logged in visitor to which licenses are issued and assigned roles and devices (see Users). |
| 3 | Device | |
| 4 | Flow schemas | |
| 5 | Dialplan | |
| 6 | Gateway | |
| 7 | Chatplan | |
| 8 | Chat gateway | |
| 9 | Agent skill | |
| 10 | Bucket | |
| 11 | Call list | |
| 12 | Location | |
| 13 | Calendar | |
| 14 | Communication type | |
| 15 | Agent statuse | |
| 16 | Media file | |
| 17 | Agent | |
| 18 | Team | |
| 19 | Resource | |
| 20 | Resource group | |
| 21 | Queue | |
| 22 | Storage | |
| 23 | Cognitive profile | |
| 24 | Email profile | |
| 25 | Imports of CSV from file | |
| 26 | Trigger | |
| 27 | Role |
6. Other
| № | Term | Description |
|---|---|---|
1 |
| Table of Contents |
|---|