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.

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.

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 Team.

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.

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.

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.