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Administrative glossary and terminology of contact centers.

 

 

Abandoned: Hanged calls after being on queue because no agents were ready to answer them.

ACD groups: Defined by the system, they can only receive incoming calls. Each new ACD group has members or agents related to its operation besides other properties such as schedules, audio messages, etc.

Active Agents: Users assigned to a different status apart from ready, unavailable or offline.

Agents: Callcenter users which inform the CCServer about their activity to create a report. According to the report, the system will assign agents incoming or outgoing calls depending on the previous configuration, ACD groups, etc.

Answered Calls: Incoming or outgoing call volume answered by clients.

Answering Machine Detection: Limits filtration level to transfer or not answering machines (recordings, IVR, etc).

Areas: A specific callcenter section formed by different groups of people; i.e. human resources, systems, accounting, etc.

Auto-Reschedule Interval (min): Defines automatic reschedule time in call disposition.

Average Call Time: Average time of all ACD groups calls (including wrap-up time).

Average Waiting Time: Average time of on queue calls (including abandoned and transferred calls).

Call Disposition Order: Allows supervisors to modify call dispositions order on the screen in order to establish priorities.

Call Disposition Reschedule: Admits rescheduling calls when it fails or when the holder is not found. If the holder does not live anymore in the address, the call will not be rescheduled.

Call Disposition: Allows classifying received or generated calls through the callcenter in order to distinguish the different type of calls.

CallBack: Records that could not be contacted because they were busy, not answered or successful calls rescheduled by and agent.

CallCenter Server (CCServer): CenterWare main system; controls the availability of the agents and includes information about extensions, IVR ports and dialers status. Its principal function is to assign calls to agents according to their abilities, priorities, talk time, etc., depending on the requirements of each ACD group.

Caller ID: Telephone number that will appear on client’s Caller ID when receiving a call from the callcenter.

Campaign Auto-Start: Configured to start campaigns automatically depending on the conditions of other campaigns or a specific schedule.

Campaigns: ACD groups that only execute outgoing calls; they allow organizing different contact records provided by clients, as well as the available resources (agents) and dialers. The main part of a campaign is registration, no activity can be executed without it.

Canceled: Manual calls finished before getting an answer.

CenterWare Database: Includes the basic information to CenterWare operation, such as user’s and extension catalogs, call information, information about records, telephone numbers, report information, etc.

Clean Digits: Deletes dashes, spaces, letters, dots, etc. to let just telephone numbers or fields.
Complete by Length: Cleans telephone numbers, completes long distance prefix of a corresponding area and cellphone numbers and eliminates area code of local numbers.

Contact Record: Telephone records provided by clients and stored in CenterWare database in order to establish a telephone contact. Each Record should have a unique identifier, at least one telephone number, an associated campaign number, a call type (new or callback) and additional data (required at the moment of transferring the call) to facilitate generating calls.

Chat with Agents: Allows supervisors to contact one or more agents at the same time by sending text messages to them.

Define Jobs: Defines campaign JOB types: new, call back or both. If the campaign has been recently loaded, users can select new job types, reschedules or call back records. For example, when on queue calls list is big and it is delayed according to the rescheduled time.

Dialers: Physical ports that execute outgoing calls, report results, search free agents in a campaign when the connection is successful and transfers calls to agents.

Dialing Prefix (Manual Calls): Usually, switchboards uses dialing prefixes (9 or 0) to allow assigning users a telephone line to dial the desired number. Through this option administrators are able to assign dialing prefixes to the required campaigns. It is important to notice that the system only accepts numbers and commas (time intervals) and the maximum length is 5 characters. In case of predictive dialing, it is the same; however, the prefix configured in this option will be only applied to manual calls. To apply the dialing prefix to manual dialing, predictive dialing and/or transferences review the technical manual.

Dialing Prefix (Overflow): This type of prefix is only applied when there is an overflow in the ACD group (according to its configuration).

Dialing Prefix (Predictive): Dialing prefix configured in this option will be only applied to the calls made through the predictive.

Dialing Prefix (Transference): Dialing prefix configured in this option will be only applied to the calls transferred to external numbers by agents weather they are in the transference catalog or not.

DNIS (Dialed Number Identification Service): Automatically routes ACD groups; usually, it represents the last 4 digits of the dialed number.

Do Not Call List: Blocks the desired telephone numbers.

E_: Telephone number with lenght minor to 10 or null, it does not exist in the table of series.

E_LONGITUD E_LENGHT: Empty telephone or wrong by lenght; after cleaning telephones it does not have 10 digits.

E_NV_LD: Unvalid long distance record.

E_NV_Longitud: Empty telephone or wrong by lenght.

Edit Call Key: Allows agents to edit or add client’s ID as long as it is enabled. It is very useful for reports because it will show client’s ID of both, manual and automatic calls.

Exclusive Callbacks: When a call was rescheduled by an agent, those callbacks can be specific or general. A specific callback will be answered by the same agent who rescheduled it. A general callback will be answered by any available agent.

 

 

Generate Callback: CenterWare will automatically assign a callback to all unanswered calls (abandoned or transferred to overflow) of the campaign related to the ACD group.

Inbound: Answers incoming calls from the IVR and designates the Best Agent Ready in at the moment.

Intensive Dialing: By default, the system will dial records loaded at the database until all configured conditions are completed (redial attempts while busy, no answer, etc.) or until the client answers the call. Select “Intensive Dialing” to indicate that although the contact has been successful, CenterWare must continue dialing all loaded records.

IVR Ports – Entry Lines: Physical ports that receive incoming traffic; it provides information required by the client, probably by consulting a database or another data access component. If required, an IVR Port routes calls to an ACD group. If any agent is ready, the transference will be executed; if no agent is ready, the call will be retained according to configuration and will remain on queue until the selected agent of the ACD group is ready.

JOB Type: Allows defining JOB types of a campaign: new, call back or both.

 

 

Listen Manual Call: Select this option to activate dial, busy, etc tones when agents make manual calls since, by default, agents will not listen anything while CenterWare transfer calls.

Local ANI List: Local ANIs are those numbers which help the system to identify the number that will appear in the customer’s calls identifier when it receives a call from the call center.

Load Pendings: When loading records related to a campaign, first they are in “Ready” status, i.e. they cannot be dialed, so the system activates them and their status change into new records to allow dialing them(according to campaign configuration).

Maximum Dialing Time: The maximum time to contact a call, if there is no answer it will be saved on the reports.

Maximum Number on Queue: If the maximum number of on queue calls allowed is surpassed, calls are going to be transferred to the previously configured overflow extension.

Maximum Time on Queue: Maximum time a call can be on queue; if it is surpassed, calls are going to be transferred to the previously configured overflow extension.

Maximum Time while Unavailable: Maximum time of all unavailable status for agents.

Messages: Audio notifications (pre-recorded messages) reproduced while clients are on queue or when the system cannot assign an agent to an ACD group because the call is out of schedule or the system is out of service.

Next Status: Next status after finishing an unavailable status.

No Service: Number of dialed calls not completed because of the line was out of service.

No Signed in Agents: Agents not connected to the system. Also, it represents messages reproduced when there are no signed in agents although the call was received during the assigned schedule.

 

 

On Queue Overflow: Calls transferred to the overflow number because the ACD group was full.

On Queue Position: Indicates clients their location on queue.

On Queue Time: Indicates the approximately on queue time to clients.

On queue: Message reproduced while clients are on queue. (According to configuration.)

Out of Hours: Message reproduced when a call is received out of the configured hours.

Out of Service: Message reproduced when the ACD group is inactive, out of schedule or when agents are signed out.

Outbound: Generates calls with the purpose of establishing foreign telephone connections; once the connection is established, it will be assigned to the Best Agent Ready at the moment.

Outgoing Calls Management Server (OUTServer): Manages the distribution of Records provided by the client to his telephone contact, distributes Dialing Jobs to dialers according to agent’s activity and receives the results of the assigned jobs.

Pending Records: Inactive previously loaded records. Loading records is a separate operation, when records are ready to be activated their status will appear like “Ready”.

Positions: Relation between a telephone extension and a computer name (network ID), which is vital to allow CenterWare sending calls (voice) and information correctly (ScreenPop, Caller ID, Name, ACD groups or Campaigns, etc.)

Progressive Dialing: Dials campaign records progressively not predictably; that is, just one call to each available agent.

Ready Agents: Users ready to receive calls from the assigned ACD group or Campaign.

Recycle CallBacks: Allows changing call back status to New. For example, use this action when the selected campaign does not have any available records and users do not want to wait for the system to dial the call during the programmed date and time.

Return Call (sec): After the earliest call complete the established time the system will send a message asking clients to continue or to finish the call, if users select the last option the system will return the call later; please notice that the system will respect on queue position of the call.

Schedules: Assigned to ACD groups and Campaigns to its operation, they limit the incoming and outgoing calls flow to agents.

Service Level: Amount of answered calls between the satisfactory parameters of waiting time.

Stop Recording: By default, CenterWare records all calls; this option will stop recording calls when they are being transferred. Please notice that calls transferred between agents will be recorded as new calls.

Sub-disposition: Those dispositions that are grouped in a disposition; their characteristics (call back, continue dialing, etc.) are over a disposition.

Supervisor Only: Unavailable status only assigned by supervisors.

Supervisor Password Required: Unavailable status which requires supervisor’s password.

Supervisors/Administrators: Users that monitor, operate or change the system. There are different kinds of monitoring, for example: online review of agent’s status, amount of incoming calls, waiting time, abandoned calls, outbound information, contact percentage, agent’s availability, etc.

 

 

Time per Event (while Unavailable): Maximum time of each unavailable status.

Timeout Overflow: Calls that reach the maximum waiting time on one ACD group so the call was transferred to the overflow number. To define if dialing prefixes will be established in manual, predictive and/or transferred calls review “Settings” in the technical manual.

Unable CPA: It prevents the system from detecting answering machines and transfers all the answered calls even if customers only unhang the telephone and do not speak.

Unavailable Agents: Users which select any Unavailable Status, such as break, with supervisor, etc. All unavailable status are previously configured on the unavailable catalog.

Unavailable: Permits agents to change their current status (ready or other) to an unavailable status, such as break, meal, with supervisor, etc. The system will stop sending calls to agents during unavailable status.

Voice Mail Detection: Calls answered by the carrier so they were transferred to the voice mail. Select this box to allow CenterWare detecting calls answered by voice mails, filtering them and blocking them for agents; however, voice mail recorded messages will be reproduced. (Go to “Campaign Messages” to get more information). When this box is not selected, all calls will be transferred to agents and they will be able to leave a message to clients.

Work Groups: Formed by specialized people dedicated to develop one task leaded by a supervisor. According to the organizational example, systems areas consist of different groups, such as technical support, infrastructure, telecommunications, development, etc.

Wrap-Up Time: Time between ending a call and generating other; the system will not transfer calls to agents during it.

 

SHORTCUTS

Alt + 1 = In action menu, chat with supervisor.
Alt + 2 = In action menu, unavailable.
Alt + 3 = In action menu, manual call.
Alt + 4 = In action menu, call history.
Alt + 5 = In action menu, unavailable history.
Alt + 6 = In action menu, password.
Alt + 1 = In call menu, call disposition.
Alt + 2 = In call menu, hold call.
Alt + 3 = In call menu, finish call.
Alt + 4 = In call menu, keyboard.
Alt + 5 = In call menu, blind transference.
Alt + 6 = In call menu, assisted transfer.
Alt + 7 = In call menu, mute.

 

Assisted Transference: Allows verifying if the agent that is going to answer the call is available before transferring it.

Call Disposition: Permits disposing received or generated calls during or after finishing a call (according to CenterWare configuration).

Call History: Allows consulting call history of the current day. The system will display the specific hour of incoming or outgoing calls’ answer (manual or automatic), clients’ telephone number, calls’ duration and the campaign or ACD group related.

Call Summary: Permits agents to mark the current call to help supervisors monitoring calls and agents identifying the recordings (if AVRS).

Call Transfer: Allows transferring calls to an ACD group, telephone number, or agent.

Change of Password: Offers clients a safety measure. It allows changing passwords as much as clients want.

Chat with Supervisor: Permits contacting one or more agents at the same time by sending text messages to them.

Conference: Allows three way conferences. It helps clients, agents and supervisors to interact.

External Services: Permits agents using other programs, apart from Nuxiba’s, or any other application such as Excel®, Notepad, Calculator, etc.

Finish a Call: Permits agents to finish a call if required.

Finish Second Call: Allows finishing a call that has not been answered.

Hold: Permits putting clients on queue.

Inbound: Incoming calls received by CenterWare.

Manual Call: Allows agents to make an outgoing call manually.

Mute: Permits muting a call, that is, clients will not hear call center conversations.

Outbound: Calls generated through the call center, including manual and automatic calls.

Unavailable History: Allows managing agent’s unavailable timing. It will indicate the specific hour of each unavailable status and its duration besides the accumulated time.

Unavailable: Permits agents to change their current status (ready or other) to an unavailable status, such as break, meal, with supervisor, etc. The system will stop sending calls to agents during unavailable status.

Web Reports Glossary

 

Active FTP: Limits time of an inactive session; before disconnecting it, administrators enter its value in seconds.

Abandoned Calls: On queue finished by clients before getting an answer.

Abandonment: Answered calls before the telephone ringed.

Agent: User who is going to answer generated calls.

ANI: Client’s telephone number.

Answered Calls: Answered calls by agents with a few seconds of duration. Talking time > threshold dialog.

Answered Transfer: Transferred calls answered by agents with a few seconds of duration. Talking time > threshold dialog.

Area: Area name (as configured in CenterWare).

Assigned and BR: Also known as “abandoned calls”, it refers to calls answered before ringing.

Assigned and NA: Transferred calls but not answered.

Attention Time: Average amount of time of each call. (Including talking time and wrap-up time).

Available Positions: Average position time, for example, if during an hour there were two registered positions, but each last just 30 minutes, then work time will be one hour.

Average Attention: Average amount of time of each call. Taking time plus wrap-up time.

Average Listening Time: Time during which CenterWare listens to the message of an answering machine.

Average Time of Abandonment: Time before abandoning on queue calls.

Average Time of Answer: Time before answering on queue calls.

Average Time On Queue: Time before transferring on queue calls.

Average Time On Queue: Time during which calls are on queue before transferring them to an agent.

Busy (dialing answer): Dialed telephone was busy.

Call Disposition: Agent’s interpretation of a call.

Call_ID: Call identifier, allows searching a recording.

Canceled: Manual calls finished before getting an answer.

Connected (dialing answer): Calls generated automatically and answered by clients.

Connected Calls: Calls answered by clients.

Data 1 to 5: If users entered this information in “load records” or “call management” areas, they will appear in this report according to the provided information. Please notice that if a call has been modified, the information will correspond to the last modification.

Date: Inbound or outbound call date.

Destination: Extension, IP or number of the transfer.

Extension: Telephone key to transfer a call.

Failure: Time during which agents did not answer calls because of a failure.

Fax/Modem (dialing answer): Connected calls but answered by a fax.

Finish Date: Date and time of the end of the transfer.

Finished After Ringing: Finished calls during ringing. That is, agent’s telephone ringed a few times but the agent did not answer. Ringing time < threshold ring.

Finished Before Ringing: Finished calls before agent’s telephone ringed.

Finished by agent: Calls finished by agents.

Finished by client: Calls finished by clients.

Finished Calls: Calls finished by clients while on queue, i.e. not transferred calls to agents.

Finished while Talking: Finished calls after being answered by agents, that is, with a few seconds of duration. Talking time < threshold dialog.

Login: Agent’s log in time.

Logout: Agent’s log out time.

Manual Calls: Calls dialed directly by agents.

Maximum Time: Maximum waiting time to be attended.

Missed Calls: Calls that were missed because agents answered the telephone before it ringed.

Missed Calls: Finished calls before ringing.

No Answer (dialing answer): Connected calls but not answered by clients.

No Signed in Agents: Received calls during operation schedule but not answered because agents were loged out.

Not Answered Calls: Calls not answered by any agent. That is, agent’s telephone ringed a few times but the agent did not answer. Ringing time > threshold ring.

Not Transferred Calls: Not transferred calls to agents.

On queue: Number of on queue calls while talking.

On Queue: On queue time of a call before transferring or finishing it.

Other Calls: Out of system calls, received or generated by agents.

Out of Schedule: Calls received out of schedule.

Out of Service: The system can receive or generate calls.

Overflow by Time: On queue time is bigger than the allowed.

Overflowed by Quantity: On queue number calls is bigger that the allowed.

Ready: Agent´s free time to receive calls.

Received Calls: Calls received by the system.

Registered: Average registered positions.

Ringing: Time during which agent’s extension was ringing.

Service Level: Indicates on queue time before answer.

Session: Total amount of time of agent’s log in.

Start Date: Date and time of the beginning of the transfer.

System Abandonment: Also known as no available agents, it refers to answered calls by client not answered by agents.

Talking: Duration of clients’ conversation.

Time after Transfer: Length of the call after being transferred.

Time before Transfer: Time after transferring a call.

Transfer: Length of transfer.

Transferred Calls: Total amount of transferred calls.

Transferred Calls: Total amount of transferred, assigned or on queue calls.

Transferring: Time during which a call was on transfer.

Type of Call: Incoming or outgoing.

Type of Transfer: Blind, agent, ACD group, conference, supervised and overflow.

Unavailable: Agent´s unavailable time.

Unavailable: Time during which agents were unavailable to receive calls.

Undefined: The system cannot define agent´s extension status.

User: Name of the agent who transferred the call.

While Ringing: Time during which agent’s extension was ringing.

While Talking: Time during which agents talk to clients.

Work Group: Work group name (as configured in CenterWare).

Wrap-up: Time before each call to allow agents disposing a call.

 

Administrator: Type of user who is capable of establish recording parameters, as well as consulting, adding, deleting and changing recordings besides consulting users, cards, templates and extensions. This type of users does not have any restrictions in CenterWare AVRS.

Agent: Type of user that generates or receives calls while an agreement is being recording (according to a criteria previously configured by the administrator).

Copy Format: Copies an existent format which can be modified and saved with a different name.

Delete Format: Allows deleting one or more previously created formats that are not useful to grade agents anymore or that simply are inactive.

Format: Group of questions and/or criteria that allows grading agent’s fulfillment, service quality, etc.

FTP: Protocol which allows transferring files remotely.

Inactive FTP: Whether there is activity or not, this type of FTP will always be available.

IP Key: IP address of a computer to restrict export permissions.

Monitor: Users capable of disposing a call, such as supervisors or administrators.

Multiple Choice Answers: Type of answer that allows choosing more than one option to grade agents.

NetBios: Local server which allows exporting recordings.

Numeric Menu Answers: Type of answer which allows assigning a numerical value; that is, configuring a start value and a final value, as well as augmenting the numeration.

PBX: Provides telephone extensions to agents and shows its status to the system.

Quality: Type of user capable of consulting recordings, generating reports and formats. A quality user is similar to administrator but with some restrictions such as, adding, deleting and editing users, schedules, etc.

Recorder Server: Manages all recording resources stored on the system to allow recording the required extensions. Recorder Server receives information about the status of the extensions through Agent’s Monitoring System.

Recorder: Hardware and software which records calls originated by the extensions provided by the PBX and indicated to the Recorder Server according to a previously configured recording criteria by the administrator.

Recordings: Obtained from the voicemail and stored in a DBMS SQL Server 2000 to be consulted later through CenterWare AVRS.

Simple Choice Answers: Allows configuring different answers. However, users will only be able to selected one of them. For example, when grading agent’s knowledge about one specific topic.

Supervisor: User who uses CenterWare AVRS to consult recordings created by agents to verify his fulfillment inside the CallCenter.

System’s Manager Client: Allows obtaining recordings of the selected extensions according a specific criteria. Depending on each user’s profile, they can develop different management and supervision tasks. Management profile allows configuring cards, ports, extensions, add users, clients, ACD groups, templates and consult recordings. Supervision profile allows consulting recordings according to a search criteria suggested by administrators.

Text Answers: Open answer, allows writing notes and/or comments. This type of answers allows feeding back agents.

Type of Answer: Indicates type of answer to each question. Each answer can be different despite the concept. Type of answers can be such as YES or NO (close answers), and numerical menu, simple or multiple choice, or text answers (open answers).

Warnings: Automatic mailing.

WildCard: Subnet mask that belongs to the restricted computer.

Yes/No Answers: Close option type of answer, users must select YES or NO as an answer.

 

 

General

Administrator: User that manages and manipulates the campaigns.

Amount Variable: Allows adding an amount variable to the structure of the message that is going to be reproduced.

Audio template: Form that defines the structure of the audio messages.

Audio Variable: Allows adding audio files to the structure of the message that is going to be reproduced.

Balance Variable: Allows adding a balance variable to the structure of the message that is going to be reproduced.

Calendar Variable: Allows adding a date variable to the structure of the message that is going to be reproduced.

Call Campaign: Allows sending call messages through a series of previous configurations.

Call Status: Indicates call message result such as “no answer”, “busy”, “fax”, etc.

CallerID: Consents to mark the calls.

Cell Phone Number: Number that will receive the SMS and/or call messages.

Condition: Allows filtering the information.

Custom: Profile defined by the administrator.

Customers: Accounts that will permit users to enter the system.

Duplicate Profile: Allows creating a new profile with a structure similar to the original.

DNC: Permits the system connecting to the www.dncscrub.com to review the database that stores the numbers that must not be dialed (previously loaded in www.donotcall.gov).

FTP: A standard network protocol used to transfer csv files from one host to another.

Hour Variable: Allows adding an hour variable to the script that will be reproduced.

Icon: Image that represents a campaign.

ID: ID assigned to the dialing.

Intensive Dialing: Indicates to the system that it must continue sending the SMS or call messages even if the first message is successful.

Keywords: Word that allows answering an SMS message sent by Reminder when customers share a short code.

Length: Call length (in seconds).

Message ID: ID assigned to the received messages.

Not sent: Status of the SMS messages that were not sent.

Operation: Action executed over a campaign.

Parameters: Variables that define the behavior of a procedure.

Password: A series of characters through that will allow users entering the system.

Privileges: Available activities of a user.

Profile: Defines user’s operations (administrator, monitor, custom).

Record ID: ID assigned to the message.

Recordings: Audio files loaded by users.

Reminder: Mass contact system generator that automatically sends SMS and call messages operating as reminders by means of a series of information registered by the user.

Schedule: Defines the interval during which the system will send SMS and/or call messages.

Short code: This code allows customers replying a received message.

SMS Campaign: Allows sending SMS messages through a series of previous configurations.

SMS template: Form that defines the structure of the SMS messages.

Spelling Variable: Allows adding a spelling variable to the structure of the message that is going to be reproduced.

Touched: Process through which records are sent or dialed.

TTS Variable: Allows adding a TTS (text to speech) variable to the structure of the messages that is going to be reproduced.

User: Name assigned to users to enter the system.

Variable: Information taken from the data source.

 

 

Data Sources

Connection Information: Information that users must introduce to load the records.

Data Source: Stores the records that are going to be loaded into the campaigns.

Data Sources Load: Allows users adding the records that are going to be processed.

Duplicate Data Source: Allows generating a new data source with a structure similar to the original.

Load Conditions: Allow selecting the information that will be loaded in the data source (they cannot be modified).

Records: Information that allows users leaving custom SMS or call messages depending on the importance of its content.

Service: Indicates the type of campaign (SMS and/or call) related to the data source.

 

 

Monitoring

Balance: Amount of money available to send SMS and/or call messages.

Blocked: Records that are in a whitelist and blacklist assigned to the campaign.

Business rules: Allow selecting the telephone numbers that will be prioritized during SMS and/orcall messages sent.

Campaign Controls: Button that consents to start, pause or stop a campaign.

Campaign effectiveness: Graph that allows visualizing the advance of a campaign.

Campaign monitoring: Allows supervising or knowing the status of the campaigns that are active.

Dashboard: Allows users maximizing the monitor view.

Dialing Result: Indicates call status.

Inactive Campaign: Indicates which campaigns were stopped.

Monitor: User that validates, controls and observes campaign correct operation.

Process Detail: Illustrates campaign progress according to the loaded records.

Processed: Total amount of records that were “touched” by the system.

Received SMS: Indicates the amount of received SMS messages (as the case may be).

Recycle: Button that allows recycling the records of a campaign.

Results: Graphical results that allows users interpreting the advance of a campaign.

Total: Amount of records loaded in the data source.

 

 

Reports

Account: Shows customer’s number related to the message.

Blocked by list: This report includes the information related to the telephone numbers that were blocked according to the type of list in which they were founded.

Campaign detail: This report includes detailed information about call campaigns.

Campaign Summary: This report includes information about call campaigns.

Cost: This report includes the information about SMS or call campaigns costs as well as the information related to them.

Export: Button that allows users exporting the information.

Finish Date: Indicates the date until which reports will be generated.

Inbound detail: This report contains information about the received messages as well as customer’s answer and the media through which the answer was received (short code and keyword).

Reports: Summary that includes information about campaigns behavior.

Search filter: Filters the information that will appear on the report.

Sent Detail: This report includes information about SMS campaigns.

Sent Summary: This report contains information about the results of the messages that were sent to the recipients.

Start Date: Indicates the date from which reports will be generated.

Time: This report includes information about the users that start, pause or stop an SMS or call campaign.

 

 

Lists

Blacklist: List that contains the telephone numbers that are NOT going to be contacted.

CallerID: Consents to mark the calls that were made.

Connection options: Method through which records are going to be loaded (ODBC or Excel).

Data structure: Structure of the message.

DNC API: Indicates that a number was blocked because it is in the National Do Not Call Registry.

List search: Displays the name of the blacklist(s) or whitelist(s) that include the telephone number searched by the user.

List: Allows defining which customers are going to receive or not the SMS or call messages.

Lists load: Allows users adding one or more telephone numbers that will be added to a list in order to consent or not the dialing according to the type of list.

Load method: Method through which records will be loaded.

Logs: Summary about lists movements (blacklists or whitelists).

Type of Movement: Movements that can be done when users are loading a lists (add, delete, replace).

Whitelist: List that contains the telephone numbers that are going to be contacted.

 

 

Surveys

Actions: Tools that allow adding or deleting questions or answers to a survey.

Amount Variable: Allows adding an amount variable to the script that will be reproduced.

Answer: Obtained information.

Audio Variables: Allows adding audio files to the script that will be reproduced.

Balance Variable: Allows adding a balance variable to the script that will be reproduced.

Calendar Variable: Allows adding a date variable to the script that will be reproduced.

Hour Variable: Allows adding an hour variable to the script that will be reproduced.

Identifier: Number used to designate an element.

Label: Name given to a question or answer, which permits identifying it easily.

Phantom element: Question nodes that refer to related questions.

Question: Group of scripts through which users request the desired information.

Result: Information obtained from a survey.

Script: Group of variables that form a group.

Spelling Variable: Allows adding a spelling variable to the script that will be reproduced.

Survey: Group of questions that consents users to evaluate the result or performance of a product or a service.

TTS Variable: Allows adding a TTS variable to the script that will be reproduced.

Variable: Items that form an script.

Zoom: Tool that consents to maximize or minimize the preview of the survey.

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