| Table of Contents |
|---|
1.
System contents
| № | Term | Description |
|---|---|---|
1 | application | Part of the Webitel software that requires access permission to enter. |
2 | category | Grouping sections according to their purpose. |
3 | section | The part of the application requires access permission to enter. It consists mainly of a page and its tabs. |
4 | page | The part of a Webitel product. Access is determined by access to the application and section to which it belongs. |
5 | tab | It is a page that displays and makes it possible to edit information about the object. |
6 | paragraph | A numbered piece of text on a description page. |
7 | registry | It consists of object entries. It is displayed in a table. |
8 | entry | A row in the registry. It consists of a set of fields. |
9 | object | An entity that serves as a container for data and controls access to that data. |
10 | badge | An icon that displays the active or inactive state of this parameter. An inactive badge is colored grey; an active badge is yellow. |
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. It is assigned on the General tab using the Supervisor switch. |
| 5 | Auditor | Supervisor with disabilities. Monitor the Agent's work, listen and join the conversation. It is assigned to an Agent on the General tab of that Agent in the Auditor field. |
| 6 | Admin | Team manager. It is assigned on the General tab of the Team in the Admin field. |
3. Statuses
| № | Term | Description |
|---|---|---|
| Agents statuses | ||
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. |
| Conection statuses | ||
| 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 Team. |
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 queue | Call Members without the involvement of an Agent. An organization can 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 | The same as Inbound Queue but with chats. |
| 8 | Inbound job queue | Inbound queue with tasks. Task - any entity that can be distributed according to the rules of the Agent. |
| 9 | Outbound job queue | Outbound queue with tasks. Task - any entity that can be distributed according to the rules of the Agent. |
| 10 | Dialer | A dialer is a type of call center software used to automate the calling of customer phone numbers and to document the outcome of these calls easily. |
5. Object
| № | Term | Description |
|---|---|---|
1 | License | It is a document that shows a certain permission. See more about the Licenses of Webitel here. |
2 | User | Logged in visitor to which licenses are issued and assigned roles and devices. You can see more about this on the Users page. |
| 3 | Device | You can see more about this on the Devices page. |
| 4 | Flow schemas | You can see more about this on the Flow schemas page. |
| 5 | Dialplan | You can see more about this on the Dialplan page. |
| 6 | Gateway | You can see more about this on the Gateways page. |
| 7 | Chatplan | You can see more about this on the Chatplan page. |
| 8 | Chat gateway | You can see more about this on the Chat Gateways page. |
| 9 | Agent skill | You can see more about this on the Agent Skills page. |
| 10 | Bucket | You can see more about this on the Buckets page. |
| 11 | Call list | You can see more about this on the Call lists page. |
| 12 | Location | You can see more about this on the Locations page. |
| 13 | Calendar | You can see more about this on the Calendars page. |
| 14 | Communication type | You can see more about this on the Communication types page. |
| 15 | Agent status | You can see more about this on the Agent statuses page. |
| 16 | Media file | You can see more about this on the Media files page. |
| 17 | Agent | You can see more about this on the Agents page. |
| 18 | Team | You can see more about this on the Teams page. |
| 19 | Resource | You can see more about this on the Resources page. |
| 20 | Resource group | You can see more about this on the Resource groups page. |
| 21 | Queue | You can see more about this on the Queues page. |
| 22 | Storage | You can see more about this on the Storage page. |
| 23 | Cognitive profile | You can see more about this on the Cognitive profiles page. |
| 24 | Email profile | You can see more about this on the Email profiles page. |
| 25 | Imports of CSV from file | You can see more about this on the Imports of CSV from file page. |
| 26 | Trigger | You can see more about this on the Triggers page. |
| 27 | Role | You can see more about this on the Roles page. |
6. Other
| № | Term | Description |
|---|---|---|
1 |
| graphic constructor | A graphical Low-Code editor for creating Flows that can be used for any maintenance scenario. You can see more about this on the Webitel Flow Diagram page. |