An abandoned call is a call that was answered by the contact, but could not be routed to an available agent within the duration of time specified by the Telemarketing Sales Rule (two seconds). Abandonment can happen when an outbound dialer places multiple calls for each available agent to maximize agent utilization. Some contacts are kept waiting until an agent becomes available to take the call. In practice, contacts sometimes hang up instead of waiting. If the contacted party stays on the line until an agent becomes available, the abandoned call reaches an agent.
This metric represents the number of abandons compared to the number of calls offered to PureCloud ACD for agent selection. Some industries issue abandon rate standards or guidelines, while some industries are regulated by abandoned rates. This metric can indicate which queues are not staffed to handle interactions in a timely manner. Formula: Abandoned in Assignment/Offered to Assignment. Pertains to the distribution queue and the contact center.
In Documents, each user or group in a group workspace has an access level. The access level determines what a user or group can do with the files in the workspace.
ACD (automatic call distribution)
ACD is a standard contact center term used to reference the system, device, or entity that automatically assigns waiting interactions to available agents using routing rules.
Required by the system, the addressable name must be unique to enable a station to send and receive calls. The SIP addressable name forms the user part of a SIP address: SIP address=sip:<addresstablename>@host.
An addressable resource is any object in the system that can receive a call.
after-call work (ACW)
The total time spent in after-call work. After-call work is the work that an agent performs immediately following an interaction. If work must be completed before an agent can handle the next contact, then ACW is factored into the average handle time. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call.
Agent load is a time-related metric that indicates the two components of handling time: talk time and after-call work.
agentless dialing mode
Agentless dialing mode dials multiple phone numbers. Then it uses call analysis to detect whether each call was answered, whether by a live person or answering machine. Busy signals, SIT tones, and no answer outcomes can be disconnected. Live speakers and answering machines can be played a message. A live contact can be transferred to an outbound IVR call flow.
Analytics refers to a broad body of data analysis and reporting tools that enable organizations to analyze disparate data to uncover correlations and better understand customer trends and business activities.
In Engage Quality Management, an annotation is a bookmark that a quality evaluator adds in the Interactions Detail playback pane to mark a point in the recording for future reference. An annotation is visible to any Engage user who views the recording.
An announcement is a recording that is played to callers.
An answered call is one that an agent has picked up. It represents an off-hook/connected event and also includes the scenario where an agent places the interaction on hold, instead of selecting pickup.
Architect is an application that executes flows for the various media types that are supported by PureCloud.
In Documents, an attribute is a form of meta data that helps standardize how content is organized throughout an organization. Admins create attributes based on business needs and users assign attributes to files as they work with them. Attributes also provide another way to find files easily.
All contact center vendors offer automated attendant functionality for handling incoming interactions. Auto-attendant applications contain business logic for building work flows to route, categorize, define, and prioritize interactions. Businesses use auto-attendants to improve the customer experience, extend business capabilities (such as hours of operation), or offload volume from agents to self-service applications. Auto-attendants exist for each distinct media type (such as voice and chat). Each media type has different rules and requirements for interaction handling with some of the same high-level business logic. Auto-attendants are easy-to-learn applications that do not require scripting or understanding of a programming language.
automatic (auto) answer
For those SIP phones that support RFC 5373, the auto-answer feature enables incoming calls to be connected to the agent automatically.
automatic number identification (ANI)
ANI is a service that provides for network transmission of the billing number versus the telephone number of the originating party. The ANI is also used as the origin identifier for calls to emergency services.
automatic speech recognition (ASR)
ASR is the translation of spoken words into text. ASR is also known as computer speech recognition or speech to text (STT).
average handle time (AHT)
The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work.
Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work) / Number of interactions handled.
average talk time
This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time. Calculation: Talk time per interaction segment/# of talk segments For example, an agent handles ten calls, each with two talk time segments of three minutes each. 3,600 sec/20 segments = 180 seconds or 3 minutes See also: talk time
This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time.
Calculation: Talk time per interaction segment/# of talk segments
For example, an agent handles ten calls, each with two talk time segments of three minutes each. 3,600 sec/20 segments = 180 seconds or 3 minutes
See also: talk time
Bidirectional synchronization is a field-level setting for integration mapping. This means that data copies in both directions, from PureCloud to a third-party system or vice versa, instead of having one system as the designated source.
A blocked call is one that cannot be connected either at the service provider level (all trunks/channels are busy and call could not be delivered) or the system level.
Breadcrumbs are navigational aids that display your current location. Breadcrumbs also provide quick, one-click access to site destinations.
Bridge connectors are plug-ins installed on the bridge server to synchronize data with a specific system (Active Directory, SQL database, CIC, Salesforce, etc.).
PureCloud Bridge Server is an application that runs on a bridge server and hosts connectors and pulls configuration details from the cloud as needed.
Bullseye routing is a strategy in which the number of agents included in consideration for an interaction is expanded incrementally over a period of time. This strategy draws its name from the visualization of a bullseye target in which an interaction is queued for the most desired agents — or the center — but the pool of agents expands.
In Engage Quality Management, calibration is a set of features that support consistency in quality evaluation. Quality administrators select recorded interactions for calibration and assign quality evaluators to the calibration evaluations. Then, quality evaluators complete the calibration evaluations and results are compiled to make it easy to view variation in the evaluations.
In Engage Quality Management, a calibration policy specifies the calibrator as the user who can access the results of policy-assigned calibration interactions in their dashboard view. The calibrator cannot also be an evaluator or an expert evaluator for the calibration interaction.
Call analysis is an Edge process that analyzes a connection to determine if the call reached a live person, fax machine, or answering machine.
Call blending is the coordinated delivery of both inbound and outbound calls to the same set of agents.
A call flow is the organizational process, typically audio files and menu options, of the caller’s experience prior to agent assignment. A call flow can be the inbound auto-attendant, an inbound or outbound IVR, or the call’s in-queue handling.
A call prompt is a WAVE audio file that Architect plays to guide callers through an interaction.
A campaign is a configuration approach to dialing a list of external numbers and delivering those calls to a queue or call flow. Campaign configurations include: the dialing mode, contact list, do not call list, scheduled calling times, outbound flows, and agent scripts.
See web chat.
A classification describes a type of outbound call, such as emergency or long-distance. Classifications contain code that enables the system to classify the call type of a normalized phone number and to specify the routing path for the particular type of call. Each site has its own set of classifications.
Cloud applications refers to the application server that handles most of the application and switching logic. Matching of interactions to agents, client, supervision, and configuration are all handled here. This server is designed with cloud architecture techniques (for example, RESTful APIs) to take advantage of the robust and powerful back-end services (for example, NoSQL data stores and caching services) now available from providers (Amazon Web Services and others).
The contact metric indicates interactions connected to and handled by an agent.
contacts handled (calls per agent)
This metric indicates the number of contacts an agent has handled in a specified period.
In Quality Management, critical question is an evaluation form question type used to prioritize questions that are critical to the success of an interaction. Using these questions, Engage calculates a critical score, which reflects an agent’s compliance with the critical questions. Critical questions must be scored “Yes” or “No.”
Customer Interaction Center (CIC)
Customer Interaction Center (CIC) is a comprehensive, all-in-one contact center solution and IP PBX that can be installed on-premises or provided as a single-tenant cloud service. CIC includes a broad suite of applications and services that address every aspect of contact center communication and related analytics.
A dashlet is a small application on a dashboard that displays a specific type of information, usually from a service.
A designated contact is a PureCloud customer user who is identified as the primary liaison between the customer and PureCloud technical support. A designated contact must be knowledgeable about the applicable services and participate in troubleshooting support ticket problems.
See number plan.
Dialing mode is a campaign setting that determines how contacts are dialed. Each campaign can have a different dialing mode. Based on dialing mode, information from the contact list can be presented to the agent before dialing occurs, or calls can be matched to an agent only after they are connected to a live party.
DID (direct inward dialing)
DID is a series of digits passed by the telecommunications service provider with an inbound call.
PureCloud ACD uses distribution queues (or queues) in the matching of agents and interactions. Distribution queue is a singular attribute (criteria) that is tagged on an interaction. It is also a 1:n attribute on an agent. Teams are assigned distribution queues as attributes. Agents join distribution queues to handle tagged interactions. Agents who leave a distribution queue no longer handle interactions tagged for that queue.
DNIS (dialed number identification service)
DNIS is the number dialed by the calling party.
Do Not Call (DNC)
Do Not Call refers to the various regulating authorities and legislation that dictate how businesses who engage in outbound dialing maintain a list of contacts that do not want to be contacted. A Do Not Call list ensures that the business does not call those contacts as part of an outbound dialing campaign.
domain name system (DNS)
The domain name system is a hierarchical decentralized naming system for computers, services, or any resource that is connected to the Internet or a private network. The system associates various information with domain names assigned to each of the participating entities.
DTMF (dual-tone multi-frequency)
DTMF is the signal generated when a caller presses a telephone key to make IVR selections or to enter information such as an account number or credit card number.
E.164 is the specification for a numeric telephone addressing scheme used by public switched telephone networks (PSTN) and various other data networks. E.164 numbers can address any phone connected to a PSTN. PureCloud converts E.164 numbers to other address formats so that a caller can dial a number and call phones that belong to digital networks.
The PureCloud Edge device is hardware that is responsible for handling telephony events and media at the “edge” of the cloud network. The Edge provides media processing, SIP, and telephony services for the PureCloud platform. For more information, refer to Edge documentation resources.
An Edge group is a set of Edge devices that are connected through a high-bandwidth and low-latency network. Each Edge within a group connects directly to all other Edges within the same group, requiring no additional hops or mediators to communicate.
Depending on a company’s jurisdiction regulations, industry, or internal policies, PureCloud may need to be enabled to connect with public emergency services, such as 911 in the United States. There are multiple ways that emergence services can be integrated with PureCloud. The most common practice is to deploy a local analog gateway connected to a business POTS line at each of the physical sites.
The employee role in PureCloud has the lowest level of permissions and is assigned to all users. This role cannot be removed. To grant additional permissions, an administrator must assign additional roles to the user.
In Engage Quality Management, encryption helps the contact center comply with PCI (Payment Card Industry Data Security Standard) requirements to encrypt the transmission of cardholder data across open, public networks. Encryption keys can be changed to protect data from an external attack. While Interactive Intelligence recommends that you generate new encryption keys at least annually, check with your company IT security resource to ensure that keys are generated to comply with your company security and data encryption requirements. For more information about encryption keys, see Encryption keys page.
An endpoint is a link to a communication provider. An endpoint might be a gateway, a long-distance line, a SIP carrier, or any other type of entity that brokers contact between the Edge and the outside world. An endpoint must be physically connected to an Edge.
PureCloud Engage includes all features of Communicate, which offers telephony services for calling functionality, Architect for designing auto-attendant applications, and all of the features of Collaborate Pro for workspace collaboration.
An escape sequence is a sequence of characters used to represent special characters within string literals. The characters in an escape sequence do not represent themselves when used inside the string literal, but instead translate into another character or sequence of characters that can be difficult to represent on its own.
In a string literal, an escape sequence is identified by a backslash (\) that is followed by a letter or other character.
Evaluation forms are score cards that supervisors use to evaluate agent performance.
During a calibration, an expert evaluator reviews and scores recorded interactions. The evaluator’s scores serve as a scoring index to measure other quality evaluators.
An extension base is the base inbound dialing number to which a call is routed before it is routed to a specific extension. For example, a user might have an extension base (direct dial number) of +19196769805, and an extension of 9805.
In Engage, an external participant is an external party to a live or recorded interaction, and is normally the caller or customer.
failure routing plan
A failure routing plan is a service that allows set-up of an inbound telephony number routing plan with the carrier that can either manually or automatically be enabled if the PSTN provider SIP trunking services are interrupted. If a carrier offers this service, then Interactive Intelligence advises customers to set up a basic routing plan for mission critical telephone numbers.
In Engage Quality Management, fatal question is an evaluation form question type, which, if scored “No,” results in an evaluation form score of zero. Fatal questions are also critical questions and must have “Yes” or “No” scores. For more information about fatal questions, see Configure a fatal question.
federal Do Not Call registry
Unlike inbound ACD systems, use of predictive dialers is governed by certain state and federal statutes, depending on the purpose of the outbound dial. For companies that engage in telesales, compliance with Do Not Call registries has emerged from an internal best practice into state and federal regulation.
Field mappings are the instructions that tell the Bridge Server how to synchronize fields in PureCloud to fields in a database. The Bridge Server can copy data in any direction. A data sync connect will have a default configuration, but synchronization can be changed per field.
Flow-ins is a metric for the number of interactions that flow into a queue as an overflow from a previous queue. Flow-ins aid in the ability to distinguish the required volume to handle primary/desired customers versus handling volume that was targeted to a different queue. This metric assists in proper forecasting for the targeted queue (bullseye matching metric).
The flow-outs metric represents the number of interactions that leave a queue without an agent handling or transferring the interaction. Flow-outs can occur when the system has configured interactions to overflow after a specific amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).
Full Access level
A user with the Full Access level in a group workspace level in Documents, has the ability to:
- Get share link
- Add tabs
- Manage tags
Some languages use a grammatical gender system that classifies nouns as being feminine, masculine, and sometimes neuter. In addition, other parts of speech, such as articles, must also agree with the language gender.
A group workspace enables multiple Documents users to share and collaborate on content. All members of the workspace can access all of the content in the workspace.
Groups are communities within your organization based on common skills, relationships, locations, or other data contained in PureCloud Collaborate profiles.
Handle time is a combination of conversation time and after call work time. See average handle time.
Hold time is the total time an agent places a contact on hold during an interaction segment. It might indicate agent efficiency or training needs. The time is applicable at the agent and queue levels.
For example, an agent talks with a contact for two minutes, and then places the contact on hold for two minutes. The agent returns to check in with the contact for 30 seconds, and then places the contact on hold for 45 seconds. The agent returns to the call and talked to the contact for two minutes before disconnecting.
There is one 2-minute hold time segment and one 45-second hold time segment in this interaction.
- Total hold time (THT): Cumulative of all hold times for interactions.
- Maximum hold time (MHT): Longest hold time on an interaction in a given time.
- Average hold time (AHT): Hold time per interaction segments/# of interaction segments
Homed is the association of a phone to a site or Edge group. Phones must be homed to access an outside line and reach callers outside the organization.
Idle time is a measurement of the total time an agent spends in the On Queue status and not interacting during a time period.
inbound call flow
An inbound call flow defines how a call is handled after it has been routed to a running instance of a published call flow. A call flow is designed and configured in Architect. The process of determining which inbound call flow Architect runs for a particular incoming call is handled in PureCloud.
instant messaging (IM)
Instant messaging involves two or more people conversing using a text-based chat in real time.
An interaction is a communication between two or more individuals or connection points (for example, an IVR), using any one of a variety of channels, such as a call, web chat, or email.
An intercept message is a recorded message that informs the caller that their call cannot be connected for a variety of reasons, including network problems, local congestion, or other errors.
internal Do Not Call lists
The FTC’s Telemarketing Sales Rule stipulates that internal company lists supersede exemptions to national and state Do Not Call regulations.
In Engage, an internal participant is the internal party to a live or recorded interaction. The internal participant is normally a company employee or agent.
Internet service provider (ISP)
An Internet service provider (ISP) is a company that provides individuals and companies access to the Internet and other related services, such as website construction and virtual hosting.
In interval is a default period for tracking contact center objectives and goals. All contact center key performance indicators and metrics are tracked against the 30-minute interval. Contact centers use this defined interval for volume forecasting and staffing, as well as to track overall contact center goals. There are 48 intervals of 30-minutes in a given day. Contact centers track the overall proportion of expected and actual contacts during these intervals.
IVR (Interactive voice response)
IVR is a telephony industry term that references the collective feature set of customer experience options pertaining to call flows, DTMF and speech entry, menus, and audio prompting. In PureCloud, IVRs are call flows built in Architect.
Jitter is a variation in the delay of received packets that is most likely to occur on slow or heavily congested networks. Jitter can also be caused by router misconfiguration or a bad digital signal processor (DSP).
Key performance indicator (KPI)
KPI is a strategic, high-level measure of a contact center’s performance. While a contact center may track many performance objectives, KPIs are a subset of the most important, strategic measures of contact center success.
The task of making oneself ineligible for selection by PureCloud ACD for a given queue. Leave is indicated at the queue level. An agent may be configured with a list of multiple queues to which they can join and leave. Configuration does not automatically correlate to the agent receiving interactions for a queue. If an agent leaves a queue. they are no longer eligible to be assigned interactions for that queue, but their configuration state does not change.
A library is a collection of related Response Management responses.
In PureCloud, a line is a system-generated connection between objects in an Edge group. There are lines for Edges, endpoint, and station communications.
A line group is a collection of one or more SIP lines.
listen for extension dialing
This option sets up processing that Architect interprets to handle multiple incoming digits as extension numbers, rather than as menu selections. This option is enabled by default.
In Social Channel Management, a listener is a configurable filter used to find matching social expressions and route them to agents.
local area network (LAN)
A LAN is a network that connects computers and other devices in a relatively small area, typically in a single building or a group of buildings. Most LANs connect workstations and personal computers and enable users to access data and devices (for example, printers and modems) anywhere on the network.
The local exchange is the telephone company exchange where subscribers’ lines terminate. It is the last central office encountered before the connection to a subscriber’s phone equipment.
In PureCloud, localization is the process of setting up the endpoints, classifications, and call routing rules for a specific location or site. Localization can also refer to the process of modifying a product, content, or a user interface to optimize it for a particular geography or locale.
This metric represents the number of agents that are logged into the system, regardless of activation. These agents are available to work queues if and when they are activated. The metric indicates the current, potential resources available to engage in work.
Logged in is also a measurement of the total amount of time a user is logged in for the specified period.
longest held interaction
The longest held interaction is the one with the current longest elapsed hold time in a queue.
longest interacting interaction
The longest interacting interaction is the one with the longest elapsed connection time being handled by a queue.
Members are individual application users whose membership can be expanded to become members of a group, workspace, or queue.
A menu is a collection of structured actions that are created in Architect and selectable by the caller, either by pressing a digit on the phone’s keypad or by speaking a valid speech recognition entry. The system takes action on the entry and progresses the call to the next defined function.
A metered evaluation policy automatically assigns evaluations to quality evaluators at a specified rate, such as 5 evaluations per hour. This option provides some randomness in assignment while ensuring real-time assignment at a manageable rate.
In Engage, monitoring is the capability that enables a supervisor to listen to in-progress interactions in real time. For more information about monitoring agents, see Monitor agents.
Multichannel is a combination of all forms of interactions, including voice, web chat, email, callback, fax, voicemail, and social media. The same selection algorithm is used to route interactions to agents.
Your personal workspace is called My Workspace. You are the only person who can see the content in your My Workspace.
Normalization or address normalization in PureCloud supports the ability for a user to paste a phone number or a SIP address into a “call” field in the user interface. PureCloud uses regular expressions to “normalize” the user input so that the system can call using the correct syntax. For example, a user can paste “sip:+firstname.lastname@example.org;user=phone” and the system uses a regular expression to normalize the address to tel:19196669811.
A number plan is a master routing table that handles call routing.
This status indicates that the user is logged out of PureCloud. Users in offline status cannot be reached or assigned interactions.
on assigned interactions
This metric represents the number of agents currently working assigned interactions. It provides a view into how many agents are currently busy. The metric is visible at the team and distribution queue levels.
This agent status indicates that the agent is on break and not available for interaction assignments.
on non-assigned interactions
This metric represents the number of agents currently working on non-assigned interactions. This value may not indicate misappropriated work. Non-assigned interactions could include after call work calls.
The On Queue status indicates that the user is logged in and ready to accept routed (ACD) interactions.
on queue agents
The On Queue metric represents the number of agents that are in On Queue status (not interacting or completing after call work) for a specific queue. These agents are available to take interactions. A high number of idle agents at any given point indicates over-staffing. Typically On Queue is represented as a percentage of the total number of on duty agents.
On Queue can also represent the time the agent is On Queue. This time includes waiting for interactions, Interacting, and Not Responding.
Online is a system state that indicates the user is logged in. It is not a user status.
Outbound dialing campaigns contact a list of people according to a prescribed set of rules. Campaigns place calls based on information read from a contact list. Campaigns often have a script that defines the agent experience. Outbound dialing keeps agent productivity high and idle time low.
Outbound routes and classifications from the sites in the Edge group make up a dial plan. The routes are based on where the call comes from and where it is going.
outbound SIP trunking
Outbound SIP trunking allows contact to parties outside of an organization. Because there is not the dependency of inbound telephone numbers, the architecture is simpler than inbound SIP trunking. Interactive Intelligence recommends working with the PSTN provider to build a dedicated outbound SIP trunk to each Edge appliance.
Pacing is an algorithm that keeps agents as busy as possible while maintaining abandon rate goals. The pacing algorithm determines the timing and number of outbound calls. The calculation analyzes a number of factors including agent status, stage completion measurements per agent, and call list quality. The pacing algorithm uses real-time statistics to estimate when each agent will finish the current call. The system queues and places multiple outbound calls while agents are busy, to ensure that a targeted party is answering at the moment that the agent becomes available.
Parties represent the individual participants in an interaction. Basically, endpoints (users and attendants) are represented as parties in a conversation.
PBX (private branch exchange)
A PBX is a private telephone network used within an enterprise. It allows for the sharing of outside phone lines when placing external calls. A PBX saves money, as external lines are not connected to every phone.
Permissions allow users with a particular role to do various tasks, such as create groups, set up integrations, and supervise contact center activity.
phone number detail (PND) tables
PND tables are used to track the do-not-call status of multiple telephone numbers associated with a contact.
plain old telephone service (POTS)
POTS is the basic supplying service for standard single-line telephones, telephone lines, and access to the public switched network. This service receives and places calls.
post call processing (PCP)
Post call processing occurs after a call interaction is complete.
power dialing mode
In power dialing mode, a campaign waits to dial until an agent is available to process the call. When an agent goes idle, the system places calls to ensure that at least one live person answers.
predictive dialing mode
Outbound campaigns can contact a list of people in different ways. Every campaign has a dialing mode setting that determines when and how the campaign places calls. Based on dialing mode, an agent can view information about the contact before each call is placed, or only after the call is connected to a live person. Some dialing modes do not require agents at all. In predictive dialing mode, a campaign calculates how long it takes agents to become available, based on historical metrics which include agent performance and contact list quality. Outbound dialing calculates a number of calls to dial, so that each live contact can be matched immediately to an agent who has just concluded a previous call.
In preview dialing, an agent becoming available reviews the next contact on the contact list, and then tells the system to dial that contact, or skip to the next contact. See dialing modes for more information.
preview dialing mode
Preview dialing mode is the least aggressive dialing mode. The agent is presented with the contact’s info for review, the agent presses dial when ready, and then the agent performs call analysis.
primary rate interface (PRI)
PRI is a type of ISDN connection. In North America and Japan, this connection consists of 24 channels, usually divided into 23 B channels and 1 D channel. PRI runs over the same physical interface as T1.
progressive dialing mode
Progressive dialing reduces the risk of abandonment by dialing one contact for each available agent.
The proportions metric represents the percentage of calls forecast or received for any given day in a predefined window (typically 30 minutes). In order to calculate the percentage, you need to know the call load: talk time, after call work and volume (or their variations for other contact channels). If you received 1,000 calls for the day, and 60 came in between 10:00 and 10:30, that half hour’s proportion would be 6 percent or .06 (60/1,000). Proportions are used to project patterns into the future, for example, how many calls can be expected on a typical Tuesday from 10:00AM to 10:30AM.
PSTN (public switched telephony network)
The PSTN is the aggregate of the world’s circuit-switched telephone networks. The technical operation of the PSTN adheres to the standards created by the ITU-T. These standards allow different networks in different countries to interconnect seamlessly. The E.163 and E.164 standards provide a single global address space for telephone numbers. The combination of the interconnected networks and the single numbering plan make it possible for any phone in the world to dial any other phone.
PureCloud provides a RESTful application programming interface (REST API) to help you extend and customize PureCloud. For more information, see the PureCloud Developer Center.
A quality admin is an Engage system user with permission and access to manage quality management policies. A quality admin can also create and manage evaluation forms, assign quality evaluations, coordinate calibration assignments, and view all activity in Quality Management.
quality admin policy
In Engage, quality admin policies define the criteria used to determine which interaction recordings are retained, archived, deleted, assigned for evaluation, and/or calibrated.
A quality evaluator is an Engage system user with permission and access to be assigned and to complete Quality Management evaluations and calibration evaluations.
In Engage, quality management is a set of tools and processes to ensure that all interactions are handled effectively and efficiently. Quality management includes interaction recording, real-time monitoring, search tools to locate recorded interactions, interaction evaluation and reporting, and calibration features.
quality management policies
In Engage Quality Management, quality management policies define the criteria that PureCloud uses to determine which interaction recordings to retain, archive, delete, assign for evaluation, and/or calibrate. For more information about quality management policies, see Policies page.
Quality of service (QoS)
QoS refers to the overall performance of a telphony or computer network.
In Engage Quality Management, a question group is a logical group of evaluation form questions that are grouped for categorization and reporting purposes.
A queue is a “waiting line” of interactions.
Read Only access level
In Documents, a user with the Read Only access level in a group workspace level can:
- Get share link
A regular expression (abbreviated regex or regexp) is a sequence of characters that forms a search pattern, mainly for use in pattern matching with strings, or with string matching, such as in find and replace operations. PureCloud uses regular expressions to normalize phone addresses, classify calls, and format a phone number for display purposes.
In Engage Quality Management, the release date/time indicates the date and time that a completed quality evaluation was released or is scheduled to be released to the agent.
A response is a predefined answer to a question that is frequently asked or that requires approved language. Agents use responses to quickly answer questions in chats, email messages, or when responding to callback requests.
Each role in PureCloud contains one or more permissions. The permissions allow users with that role to do various tasks, such as create groups, set up integrations, and supervise contact center activity. Roles are used to manage PureCloud licenses within an organization. When a role is assigned to a PureCloud users, the license is also assigned.
A rule set is a collection of rules with associated conditions. When a rule condition is met, it invokes actions to perform some sort of work. An action can update a campaign property, send an email, run a handler, write an event log entry, page someone, or pass control to a different rule group. For example, a statistic-based rule might send an email when a campaign goal is achieved (for example, Total Calls > 1000).
Campaign rules enable you to automate campaigns. A rule can evaluate a statistic, time, or event to determine whether to carry out an action that affects campaign processing of campaigns.
The safe harbor section of the Telemarketing Sales Rule (TSR) is designed for unintentional mistakes. If a telemarketer or salesperson demonstrates that they are following routine business practices and that those practices meet the safe harbor requirements, then the telemarketer or salesperson is not penalized for mistakes.
PureCloud applications, such as Architect and Dialer, refer to schedules when making a determination about how to manage inbound and outbound interaction routing. For example, a schedule can determine which interaction flow to execute during closed hours or the day and time on which the outbound dialing campaign should start and stop.
In Engage Quality Management, an expert evaluator may be selected to score a calibration evaluation. The expert evaluator’s evaluation is the scoring index. The scoring index is the baseline against which PureCloud measures all other calibration evaluations. The calibration results indicate the deviation of each calibration evaluation rating compared to the scoring index.
A screen pop application delivers an incoming call to an agent, along with data pertaining to the call or caller. For example, a customer with SalesForce.com or another CRM application may use caller id information to lookup the customer’s record in the CRM. The agent is delivered a ‘screen pop’ of the caller’s account via their SalesForce.com web browser. Or, the script for an outbound dialing campaign can populate the agent’s display with information pertaining to the call, the customer, and the campaign.
The written words and logic an agent follows while processing a call. A script can contain multiple pages of narrative mixed with fields for updating data collected or updated by the agent. Scripts can be created for inbound or outbound interactions.
Scripting is the process of assembling scripts, the words and logic for an agent to follow while processing a call.
The secure IVR metric represents the number of calls using Secure IVR. This is a real-time counter on the IVR profile.
secure IVR time
Secure IVR time is the total time a connected interaction was in the secure IVR.
Service level is the contact center target goal on performance and is expressed as “X percent of contacts answered in Y seconds.” For instance, a goal of answering 80% of interactions within 20 seconds provides a service level target of 80/20. Service level targets consider the customers’ expectations, interaction types, department/business goals, staffing, insight into the provided customer service, and staffing. Calculated by: (Interactions Answered in Y Seconds / (Total Interactions Answered + Total Interactions Abandoned)) * 100
Service level is the contact center target goal on performance and is expressed as “X percent of contacts answered in Y seconds.” For instance, a goal of answering 80% of interactions within 20 seconds provides a service level target of 80/20. Service level targets consider the customers’ expectations, interaction types, department/business goals, staffing, insight into the provided customer service, and staffing.
Calculated by: (Interactions Answered in Y Seconds / (Total Interactions Answered + Total Interactions Abandoned)) * 100
session initiated protocol (SIP)
SIP is a protocol for establishing, modifying, and terminating telephony sessions over an IP-based network.
A SIP softphone is a software program for making telephone calls using SIP-based (Session Initiation Protocol) communications. It allows you to use your computer for calls instead of a physical phone. PureCloud supports various SIP softphones and also offers its own PureCloud Softphone.
A SIP trunk is a physical telecommunications circuit from a SIP carrier to an Edge device. The circuit is typically either Ethernet or fiber and is used to carry SIP call control and voice traffic to and from the carrier and customer. SIP trunks are usually designated in terms of overall bandwidth in MB, versus the total number of channels of capacity. Overall capacity of a SIP trunk depends upon the voice coder selection.
A site is a list of rules for routing calls. Objects such as phones associated with a site share the same rules. When a user makes a call from a phone, the system looks up the site and the call type in order to route the call to the best outbound phone line, or endpoint. Phones that are associated with a site are usually located in the same general area and have the same general purpose.
Site classifications are categories of calls that have special routing instructions. Typical classifications are emergency, intercom, local, toll free, long distance, international, information, SIP, and unknown. Each classification contains the logic to recognize the call type and route the specific type of call to a trunk that enables the call to reach its destination.
A site contact is a person in a PureCloud organization who is the designated contact for that location.
A skill is a task, expertise, or knowledge that an agent must have to handle an interaction. For example, skills might be Linux, Windows, billing, or sales). Agents with assigned skills can have proficiency ratings for those skills. Proficiency ratings indicate the agent’s level of expertise or knowledge of that skill. PureCloud ACD considers proficiency ratings when matching agents and interactions.
skills-based routing (SBR)
Skills‐based routing enables a contact center to exploit the benefits of a specialized workforce. Skills‐based routing uses the customer’s requested language and skills to determine the expertise required to handle an interaction and to deliver that interaction to the agent who is best equipped to serve the customer.
social channel expression
A social channel expression is any post made by a user on a social media service, such as a tweet. Social Channel Management uses the generic term expression to refer to posts on any service.
Special Information Tones (SIT)
Special Information Tones (SIT) audibly indicate why a call failed. SIT tones are played prior to a recorded announcement describing the problem. A familiar SIT tone is Intercept, played when the number dialed is no longer in service. Other SIT tones indicate circuits busy, call failure, incomplete digits, and so on.
state Do Not Call lists
When the FTC’s telemarketing sales rule was amended in 2003 to include the federal Do Not Call Registry, many states had already drafted and enacted their own registries. Although many states merged their requests with the federal DNC Registry, a number of individual states continue to maintain their own lists.
A station is a named, addressable, logical entity that can receive and place calls. One or more stations can reside on a phone. A station can simply be a number, such as a remote station.
An agent’s status indicates the current work mode of the agent, such as On Queue or Offline.
- On Queue: The agent is On Queue but is not currently on an interaction with a customer.
- Interacting: The agent is On Queue handling an interaction with a customer or completing after-call work for an interaction. PureCloud can still route them another interaction, depending on how administrators have configured agent utilization.
- Not Responding: The agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.
- Communicating: The agent is on a non-ACD call, and, in relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.
- Available, Busy, Away, Break, Meal, Meeting, Training, or Out of Office: The agent is not On Queue and has chosen the user status.
- Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked. In other areas where user status displays, such as a profile page, this status shows as Away.
- Offline: The agent is logged off PureCloud.
Synchronizing data is the process of using Bridge Server to connect fields in PureCloud Collaborate to fields in a database. Bridge Server can copy data in any direction. A data sync connector has a default configuration, but the synchronization (or mapping) per field is changeable.
System-level entries provide detailed information about background operations that a user did not cause.
A tag in Collaborate is an attribute that is associated with a user profile and that describes a specific skill, area of expertise, project, or other trait related to your role at your organization (for example, Skill: Business Accounting, Certification: CPA, or Team: Product Management). Collaborate uses tags to create relationships between users with the same traits, which enables enhanced search and group management features.
In Documents, a tags are free-form blocks of text that users create and assign to files. Tags help users organize content in a way that is meaningful to them. Users can assign any number of tags to a file. Users can also search for content by tags.
In Engage, tags are custom attributes or criteria associated with an interaction. Tags represent information about an interaction that can be used for agent selection and assignment.
A measurement of the total time that an agent spent talking for all interactions.
This metric represents the total amount of time that an agent spent interacting with a customer, per talk segment. Calculation: Talk time per interaction. For example,
This metric represents the total amount of time that an agent spent interacting with a customer, per talk segment.
Calculation: Talk time per interaction. For example,
Other calculations include:
- Talking time only
- Total talk time: cumulative talk time for all interactions
- Maximum talk time: longest talk time on an interaction in a time period
- Average talk time: total talk time / working interactions
This metric represents the number of concurrent interactions actively being handled and worked on by agents (connected but not on hold). This number is calculated at the contact center, skill, and distribution queue levels.
A team is a collection of users and other teams. There is no direct relationship between a team and a distribution queue. An entire team can be assigned a distribution queue/queue and can have partial membership along with other agents.
telemarketing sales rule (TSR)
This rule protects customers from fraudulent telemarketing calls and it bans most forms of robocalling.
terminating wrap-up code
A terminating wrap-up code is any wrap-up defined for a queue, whose wrap-up code mapping in outbound dialing is “Right Party Contact”, “Contact Uncallable” or “Number Uncallable”. Wrap-up code mappings prevent records from being re-dialed by a campaign when that action is not appropriate.
TTS uses speech synthesis to convert written words to a voice (audio) output.
A tie line is a dedicated circuit that links two points without having to dial a normal phone number. You can access a tie line by picking up the telephone handset or by pushing one, two, or three buttons.
time zone blocking
This feature uses the contact’s time of day (time zone) to prevent dialing at inappropriate times.
This metric evaluates the number of agents who are members of a team and can potentially staff distribution queues, and it applies to teams, distribution queues, skills, and the contact center.
This metric represents the sum of Holding+Waiting+Talking, and is visible at the contact center, team, distribution queue, and skill levels.
Transfers is a measurement of the number of interactions an agent answered in one queue and transferred to another queue. A transfer counts for the queue in which an agent answered the call.
Calculated by the number of interactions transferred by queue.
A trunk is a link to a communication provider. A trunk can be a gateway, a long distance line, a SIP carrier, or any other type of entity that brokers contact between the Edge and the outside world. A trunk must be physically connected to an Edge.
Trunk load is a time-related metric that includes all components of a voice interaction, other than the after-call work which does not require a circuit.
Trunk load = Ring + Attendant/IVR + Assignment + Talk Time
The tz database is a public-domain database of time zones for locations around the world. Each location is identified by continent or ocean, and then by the name of the largest city in the region. For example, “America/New_York” represents the US eastern time zone. The string “America/New_York” is the tz name for the region. Each tz name represents the local time for that locale. See Understand time zone names for a list of tz values you can use in PureCloud.
A user represents an actual person or potentially a programmatic entity (chatbot). A user has multiple representations (configurations) based on media end-point, assigned distribution queues, and collection of skills and ratings.
virtual contact center
In a virtual contact center, network and agent resources might be located at multiple physical sites, but they perform as if all resources are located at a single site.
A virtual site supports remote phones and stations when the distance between the Edge and the phones and stations prevents them from joining a normal site. A virtual site does not have an Edge association. A virtual site consists of users and phone.
Voice interaction is a media type that represents phone calls, voicemail, and callback requests. Voice interaction handling requires the use of a station for a speech path.
The total amount of time an interaction waits in queue before handling, abandoning, or flowing out.
The number of interactions waiting to be answered. Waiting is calculated by the sum total of the number of interactions waiting.
A web callback is a request for a return call and is made by a customer on a web page. A web callback can be scheduled or ad-hoc.
A web chat is a web-based interaction initiated by a customer from a website. PureCloud handles the interaction and assigns it to an available agent who meets the selection criteria. A web chat is not the same as an instant message, an SMS text, or an SMS text chat.
WebRTC (Web Real-Time Communications)
WebRTC (Web Real-Time Communications) is a set of technologies that allow web browsers and mobile phones to send voice and video to each other with no additional software installations. Several PureCloud features, such as the PureCloud web-based phone, use WebRTC.
Each evaluation question has an associated weighting to indicate the importance of the question.
In Documents, a workspace organizes related files.
Agents use wrap-up codes to classify each interaction they handle. For example, a contact center might create wrap-up codes to track different call types, such as complaints, wrong numbers, or orders. Wrap-up codes are tracked for reporting purposes and can be used to determine why customers are contacting the organization or to further classify contact types or reasons.
A zone set is a collection of time zone entries associated with days of the week and times of day when calls can be placed to that zone.