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
пропущен
2
Abandoned
потерянный/ заброшен, последующего звонка не предполагается;
3
Success
успешный
4
timeout
время вышло
failed
неудачный
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 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).
Add Comment