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
3. Call
№
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;
3. Statuses and states
№
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 theAgent statusespage
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 theMax no answerfield on the Timingtab 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 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. 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
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