1. Sections

№	Term	Description
1	application	Part of the Webitel software that requires access permission to enter
2	category
3	section
	page
	tab
	paragraph
	registry
	entry
	object
	indicators

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

№	Term	Description
1	Missed	пропущен
2	Abandoned	потерянный/ заброшен, последующего звонка не предполагается;
3	Success	успешный
4	timeout	время вышло
	failed	неудачный/ потерян, звонок не был соединен с оператором;

№	Term	Description
`Agent status`
1	online	Agent in online
2	offline	Agent in offline
3	pause	Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the Agent statuses page
4	break out	Force the Agent to go offline. Sets to this state when the Agent has missed the maximum number of calls allowed, which is entered in the Max no answer field on the Timing tab of the Agent's Team
5	waiting	Waiting for a connection with the Subscriber
6	offering	Connected to the Subscriber, connecting to the Agent
7	answered	Active call
8	active	Active chat
9	bridged	The call is connected to the Agent and the Subscriber
10	hold	The call is on hold
11	processing	The Agent enters the data on the call
12	chat	The Agent in the chat
13	wrap_time	Pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agents Team
14	missed	Enters this state when the Agent misses the call. The duration of this state is entered in the No answer delay time field on the Timing tab of the Agents Team15

№	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 queue	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

№	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

№	Term	Description
1

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