This glossary contains terms used in the Contivio Help Center.
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Abandoned A contact center term referenced when an inbound or outbound communication engagement or attempt is either cancelled or quitted.
ACD Automatic Call Distribution. A system that can recognize, answer and distribute incoming calls.
Active Calls Work Status Queue and Campaign real-time statistic of the total number of contact requests waiting in the Queue.
Admin Portal Browser-based application to access and administer all contact center software features and settings, including, but not limited to, Employees, Staff, Communications, Data Extensions, Contact Centers, Queues, Routing, IVR, Applications, Reporting, and Call Scripts.
Administrator A person who handles all system settings and configurations of the contact center software through the Contivio Admin Portal.
Agent A person who handles incoming or outgoing communications for a business, such as a Customer Service Representative (CSR), an operator, an account executive, an attendant, a sales reps, a marketing analyst and/or a debt collector.
Agent Name The label assigned to a user and highlighted in the Work Status Agent Statistics.
Agent Late Answer Abandoned A Work Status report metric indicating a call was connected in a Predictive Campaign but it took the user too long to engage (e.g., > 2 seconds).
Agent State See Status. A Work Status Agent Statistic metric summarizing the current Status of all users.
Agent Statistics Work Status metrics summarizing the Status and work of each user.
Apps See Contivio Apps.
Audio Settings The Client App Side Bar Settings option to manage all user auditory features.
Auto Answer A system parameter used for Campaigns which automatically dials or connects a call with the user.
Average Abandon Time A Work Status Queue and Campaign real-time statistic of the average amount of time before contact requests are abandoned.
Average Campaign Handling Time A Work Status Queue and Campaign real-time statistic of the average time spent by users handling communications associated with the assigned campaign.
Average Campaign Talk Time A Work Status Queue and Campaign real-time statistic of the average engagement time for outbound campaign requests.
Average Contact Time A Report Queues metric indicating the average amount of time a communication engagement lasts (i.e., contact time = talk time + hold time).
Average Hold Time A Report Queues metric indicating the average amount of time in a Queue that communications were paused or on stand by. A Report Campaigns metric indicating the average amount of time in a Campaign that communications were paused or on stand by.
Average Handling Time A Report Queues metric indicating the average amount of time all communication activities take (i.e., handling time = communication time + ring time + hold time + wrap up time). A Report Campaigns metric indicating the average amount of time all campaign communication activities take (i.e., handling time = communication time + hold time + wrap up time).
Average Inbound Handling Time A Work Status Queue and Campaign real-time statistic of the average time spent by users handling communications.
Average Inbound On Hold Time A Work Status Queue and Campaign real-time statistic of the average amount of time contact requests spend holding before being engaged.
Average Inbound Talk Time A Work Status Queue and Campaign real-time statistic of the average engagement time (in seconds) for communications.
Average IVR/Queue Time A Report Queues metric indicating the average amount of time a contact waits in a Queue before being routed or abandoning. A Report Campaigns metric indicating the average amount of time Campaign contacts wait in a Queue before being serviced.
Average Queue Time See Average IVR/Queue Time.
Average Speed Answer A Report Queues metric indicating the average amount of time it takes to engage a contact waiting in a Queue.
Average Speed of Answer A Work Status Queue and Campaign real-time statistic of the average time (in seconds) that a communication gets answered after being queued.
Average Talk/Contact Reply Time A Report Queues metric indicating the average time difference between the contact engagement and time on hold (connect time + offer time - hold time). A Report Campaigns metric indicating the average duration communicating with a contact (i.e., excludes any wrap up and/or hold time).
Average Time on Call A Report Campaigns metric indicating the average amount of time an Agent remains on a Campaign call servicing a contact.
Average Time to Abandonment A Report Queues metric indicating the average amount of time before contacts disconnect and drop from a Queue. A Report Campaigns metric indicating the average amount of time contacts wait or remain in the Queue before disconnecting.
Average Time to Abandonment in IVR A Report Contact Center metric for voice calls indicating the average amount of time callers spent in the IVR before hanging up or disconnecting.
Average Wrap Up Time A Report Queues metric indicating the average amount of time taken by an Agent after ending a communication to take notes or prepare for the next contact. A Report Campaigns metric indicating the average amount of time taken by an Agent after ending a Campaign communication to take notes or prepare for the next contact
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Blended Communication The ability to manage both inbound and outbound multichannel communications.
Break Codes A set of menu options from the Client App User Bar Status that indicates the user is in a state to not receive communications. Break codes are configured by the Administrator.
Busy A menu option of the Client App User Bar Status that indicates the user is in a state to not receive communications. A Work Status report metric indicating the destination of the communication was unavailable. Also, a Work Status Agent Statistic metric of the number of users currently logged in to the Contivio.com Apps but not ready to receive contact requests.
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Call Back A Work Status report metric indicating a contact has requested in the IVR a return call.
Call Center A physical place, such as an office or region, where telephony communications are handled by an organization, such as support or sales, usually with some amount of computer automation. Work Status Agent Statistic metric highlighting which Call Center(s) a user belongs to.
Call Disposition See Dispositions.
Call Forwarding The act of forwarding a call under special circumstances to an alternative end point.
Call Handling The Client App Side Bar Settings option to manage all user telephony features, including, but not limited to, Call Forwarding.
Call Information A menu option of the Client App Side Bar which consists of customizable web widgets (e.g., call dispositions).
Call Monitoring The act of listening to another users call without their knowledge.
Call Recording The act of copying a conversation for playback.
Call Routing See Routing.
Call Scripts See Scripts.
Calls Waiting Work Status Queue and Campaign real-time statistic of the number of communications waiting.
Campaign A planned program that automates a user’s ability to perform one or more set of outbound requests (e.g., a phone marketing program).
Campaign Average Handling Time Work Status Queue and Campaign real-time statistic of the average handling time (in seconds) for an outbound engagement.
Campaign Calls Abandoned Work Status Queue and Campaign real-time statistic of the total number of outbound contact requests abandoned.
Campaign Statistics A Work Status performance metrics of each Campaign by communication channel.
Cancelled A Work Status report metric indicating either a user or a contact hung up on an outbound or inbound call while still ringing.
Category A Client App Supervisor Bar feature which allows a user to change the Queue or Campaign they belong to, thereby, changing the routing rules and configuration they’re subject to.
Chat A menu option of the Client App Side Bar which allows a user to communicate with visitors to their website who’s engaged them from the Contivio.com Chat Widget.
Chat Session An active communication engagement with a customer using Chat.
Chat Widget The pop-up alert on your website which enables a party to communicate to you through Contivio.com’s Client App Side Bar Chat.
Client App Stand-alone client application featuring all the end-user functions.
CloudConnect Patented integration technology that empowers a user to create a limitless number of screen pops without any code or programming. Also known as Contivio Angels.
Coaching See Supervisor Whisper.
Conference The act of joining multiple parties onto a single call.
Contact Any person or party being communicated with to give or receive information. A Work Status Agent Statistic metric highlighting the Media ID related to the inbound or outbound communication.
Contact Center A physical place, such as an office or region, where multichannel communications are handled by an organization, such as support or sales, usually with some amount of computer automation.
Contact Logs A menu option of the Client App Side Bar which tracks and summarizes all communication activity for the current logged in session.
Contact Request Any inbound or outbound Multichannel Communication invitation to engage.
Contact State A Work Status Agent Statistic highlighting the activity of the current communication.
Contivio Angels See CloudConnect.
Contivio.com Apps The user interface of Contivio.com’s contact center software presented as a stand-alone client application or as a toolbar in your browser.
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Declined A Work Status report metric indicating a call was declined by a user.
Dial Box A form to manually enter a phone number to dial.
Dialer Abandoned A Work Status report metric indicating the contact attempt during a Predictive Campaign was Abandoned.
Dialog Box The Client App Side Bar Scripts form to read and complete while engaged in a communication.
Directory List A menu option of the Client App Side Bar which is the contact center phonebook of Queues and Contact Center users.
Disconnected A Work Status Agent Statistic metric of the number of users currently logged in to the Contivio.com Apps but, due to some technical/network issue, are unable to accept contact requests.
Disposition(s) A set of predefined outcomes to log against a communication.
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End The act of terminating a communication.
Expected Wait Time A Work Status Queue and Campaign real-time statistic of the estimated wait time (in seconds) that parties will have experienced before being engaged.
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Failed A Work Status report metric indicating the call has failed.
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Grade of Service A Work Status Queue and Campaign real-time statistic of the percentage of all queued communications getting answered within the set number of seconds. Defined by your Administrator in the Admin Portal on the Queue Configuration page, the ‘Predefined Period’ parameter. Report Queues metric indicating the percentage of total contacts connected within the target response time (as entered in the form). Also known as Service Level.
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Hairpinning Returning a message from an origin endpoint back in the direction it came from as a way to get it to its destination endpoint. In VOIP, hairpinning is a process in which a phone set connects to a private branch exchange (PBX) and then back out to another phone set in order to carry out a call. The entire communication takes place over a path that is longer than the shortest possible circuit between the two endpoints. Also referred to as Media Hairpinning.
Handling Time A performance metric measuring the efficiency of contact engagements by tracking the average duration of a single communication, measured from the initiation of the contact request and including any hold time, engagement time (e.g., talk time), and related tasks that follow the engagement (e.g., Wrap Up).
Hang Up on No Answer A Work Status report metric indicating the user hung up the outbound campaign call before the contact answered.
Hold The act of pausing a call so that no verbal communication is possible until the call is resumed.
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IVR Interactive Voice Response. A technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.
IVR Abandoned A Work Status report metric indicating a caller has hung while in the IVR before being forwarded to a Queue.
IVR Answer Abandoned A Work Status report metric indicating the Predictive Campaign took too long to connect the contact with the IVR (e.g., > 2 seconds).
IVR Success A Work Status report metric reserved for future use.
Identity A Client App Supervisor Bar feature which allows a user to change their outbound caller ID.
In Contact A Work Status Agent Statistic metric of the number of users who are actively engaged in communications (i.e., responding to contact requests).
Inbound Refers to any incoming communication to the Contivio.com Apps.
Inbound Calls A Work Status Queue and Campaign real-time statistic of the total number of inbound contact requests.
Inbound Calls Abandoned A Work Status Queue and Campaign real-time statistic of the total number of contact requests abandoned before being answered by a user.
Instant Message Internal chat.
Invalid Number A Work Status report metric indicating the contact destination number wasn't in service.
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Jitter The variation in the time between voice packets arriving, caused by network congestion, timing drift, or route changes in a VoIP environment.
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- L -
Least Cost Routing (LCR) The process of selecting the cheapest path of outbound voice telecommunications traffic.
Local Presence The act of setting your outbound caller ID to local area codes to match those areas you’re calling.
Local Ring The Client App Side Bar Settings Audio Settings toggle switch which manages whether your local ringer will sound/ring upon an inbound call.
Logged In Work Status Agent Statistic metric to highlight all phones signed in to Contivio.com, including, but not limited to, PSTN, ADT, and IP Phones.
Logged Out Work Status Agent Statistic metric to highlight all phones signed out of Contivio.com, including, but not limited to, PSTN, ADT, and IP Phones.
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Media Communications that incorporate multiple forms of information content and processing. Also see Multichannel Communications.
Media Direction Indicator displaying whether the communication traffic is inbound or outbound.
Media Gateway See VoIP Gateway.
Media Hairpinning See Hairpinning.
Media Heartbeat A navigational section of the Client App that is a live dashboard of all inbound, outbound, and blended media. E.g., the duration of a call.
Media ID Identifier of the Multichannel Communication.
Media Notifications Desktop alerts of an inbound or outbound communication trying to connect to a user.
Media Queue See Queue.
Media Type See Multichannel Communications.
Messages A menu option of the Client App Side Bar which acts as the multi-media portlet for instant messaging, SMS, fax, and/or email.
Monitoring See Supervisor Monitoring. Work Status Agent Statistic metric of the number of users actively being monitored.
Multichannel Communications The interaction and use of multiple communication media, including, but not limited to, voice, voicemail, fax, email, social, SMS, instant messaging, and/or web chat.
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Network Settings The Client App Side Bar Settings option which manages the STUN protocol.
No Agent Abandoned A Work Status report metric reserved for future use.
Not Ready See Busy. Work Status Agent Statistic metric of the number of users currently logged in to the Contivio.com Apps but not ready to receive contact requests.
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Offered Contact Work Status Agent Statistic metric of the number of contact requests pending acceptance by users.
Offline Work Status Agent Statistic metric of the number of users currently logged in to the Contivio.com Apps but, due to some technical/network issue, are unable to accept contact requests.
Oldest Call Waiting Work Status Queue and Campaign real-time statistic of the longest length of time on hold of an active communication (in seconds).
Outbound Refers to any outgoing communication from the Contivio.com Apps.
Outbound Campaign Calls Work Status Queue and Campaign real-time statistic of the total outbound campaign requests (e.g., calls by the auto dialer).
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Percentage Contacts Abandoned A Report Queues metric indicating the proportion of contacts that hang up or disconnect after being routed to a Queue.
Percentage Contacts Abandoned at IVR A Report Contact Center metric for all media indicating the percentage of total calls abandoned during the IVR.
Percentage Contacts Abandoned in Queue A Report Campaigns metric indicating the proportion of contacts that hang up or disconnect while waiting in a Queue to be serviced.
Percentage Contacts Agent Abandoned A Report Campaigns metric indicating the proportion of connected contacts within a Campaign declined or rejected by the Agent.
Percentage Contacts Answered A Report Contact Center metric for all media indicating the percentage of total contacts connected to an Agent. Report Queues metric indicating the proportion of contacts in a Queue that connected with an Agent. A Report Campaigns metric indicating the proportion of contacts in a Campaign that connected with an Agent.
Percentage Contacts Busy A Report Campaigns metric indicating the proportion of outbound contact attempts where the contact isn't available (e.g., busy signal).
Percentage Contacts Dialer Abandoned A Report Campaigns metric indicating the proportion of times a contact hangs up before being connected to an Agent.
Percentage Contacts Failed/Rejected A Report Contact Center metric for all media indicating the percentage of total contacts failed, declined or abandoned and never routed to a Queue or Agent. Report Queues metric indicating the proportion of failed or declined contacts by an Agent in their assigned Queue. A Report Campaigns metric indicating the proportion of failed or declined outbound contact attempts for a Campaign.
Percentage Contacts Invalid Number A Report Campaigns metric indicating the proportion of contacts in a campaign with a phone number not in service.
Percentage Contacts Network Timeout A Report Campaigns metric indicating the proportion of calls in a preview campaign where the call rang out before anyone could answer.
Percentage Contacts Queue Timeout A Report Queues metric indicating the proportion of contacts that reached or exceeded the Queue maximum time waiting threshold, as configured in the Queue routing policies.
Percentage Contacts Rejected - Routing Congested A Report Campaigns metric indicating the proportion of contacts not serviced due to an overload of routing or network traffic.
Percentage Contacts Rejected - Routing No Answer A Report Campaigns metric indicating the proportion of contacts that were routed to an Agent but weren't serviced.
Percentage Contacts Rejected - Routing No Resources A Report Campaigns metric indicating the of contacts not serviced because there were no available Agents at time of connection.
Percentage Contacts Successful See Percentage Contacts Answered.
Percentage Inbound Contacts A Report Contact Center metric for all media indicating the percentage/ratio of total inbound contacts to outbound contacts.
Phone Controls A set of features to perform all basic telephony actions, including, but not limited to, dial, transfer, hold, conference, and voicemail.
Phones Logged In Work Status Agent Statistic metric to highlight all phones signed in to Contivio.com, including, but not limited to, PSTN, ADT, and IP Phones.
Phones Logged Out Work Status Agent Statistic metric to highlight all phones signed out of Contivio.com, including, but not limited to, PSTN, ADT, and IP Phones.
Predictive Campaign A telephone control system that automatically calls a list of telephone numbers in sequence, screening out no-answers, busy signals, answering machines and disconnected numbers while predicting at what point a caller will be able to handle the next call. Also known as a Predictive Dialer.
Preview Campaign A telephone control system that calls a list of telephone numbers in sequence, accompanied by a screen pop of the CRM, however, all calls are offered to the caller to approve before attempting the call. Also known as a Preview Dialer.
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Queue A targeted group of people or team in an organization set to manage a defined set of communications as accessed by another party and responded to in priority.
Queue Abandoned A Work Status report metric indicating a caller has hung while waiting in a Queue.
Queue Cancelled A Work Status report metric reserved for future use.
Queue Name A Work Status Agent Statistic metric highlighting the ID of the Queue related to the inbound or outbound communication.
Queue Phonebook A Client App Side Bar Directory List of Queues.
Queue Statistics Work Status performance metrics of each Queue by communication channel
Queue Timeout A Work Status report metric indicating a call has timed out while waiting in the Queue.
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Ready A menu option of the Client App User Bar Status that indicates the user is in a state to receive communications. Work Status Agent Statistic metric of the number of users currently logged in to the Contivio.com Apps and ready to receive contact requests.
Received By Work Status Agent Statistic metric of the Media ID responding to the inbound contact request.
Recent Activity See Contact Logs.
Recent History A menu option of the Client App Side Bar which provides search capabilities of past communications for a specific customer from the CRM for any contact center.
Reject See End.
Rejected A Work Status report metric indicating a call was terminated by routing rules.
Retention A feature that maintains the Call Information data and notes after a call has ended for further updates before being pushed to the CRM/ERP. This parameter may be maintained by the user in Settings > CRM & Call Data > Post Wrap-up, providing the Administrator has configured the Queue with this option.
Ring Out A Work Status report metric indicating the contact didn't answer the phone after a specified number of rings.
Routing A set of rules applied to a Queue which directs communications to the most appropriate attendant.
Routing Busy A Work Status report metric reserved for future use.
Routing Congested A Work Status report metric indicating a call was rejected by the routing result of too many communications to handle.
Routing No Answer A Work Status report metric indicating a call was rejected by the routing result of no one available.
Routing No Resources A Work Status report metric indicating a call was rejected by the routing result of no one being available..
Route to Email A Work Status report metric indicating a chat message was routed to email.
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SMS Short message service (aka Text Message).
Screen Pop A key feature of CRM/ERP integration that automatically displays all of the relevant record, activity and account information on a user’s screen during a communication.
Scripts A menu option of the Client App Side Bar which is a dialog scenario tool to aid users in communicating with their customers and prospects (e.g., a questionnaire or survey). Also known as Call Scripts.
Service Unavailable A Work Status report metric reserved for future use.
Settings A menu option of the Client App Side Bar which provides set of user-definable configurations which impact the behavior of the contact center including, but not limited to, Audio Settings, Call Handling, CRM & Call Data, Phone Position & Notifications, Network Settings, Security, and Customer Support.
Side Bar The bottom, left navigational section of the Client App which is a menu of contact center features, including, but not limited to, the Directory List, Recent History, Contact Logs, Messages, Voicemail, Chat, Call Scripts, Work Assignments and Settings.
SIP Logging Session Initiation Protocol. The Client App Side Bar Settings Customer Support toggle switch to enable the tracking of communication signals over IP networks.
Skills-based Routing A call assignment strategy used by the ACD to assign incoming communications to the most suitable attendant, instead of choosing the next available.
Soft Pad A drop-down number pad which allows a user to mouse click the numbers they want to dial.
Status A feature of the Client App User Bar that indicates the state of a logged in user.
STUN Session Traversal Utilities for NAT. STUN is a client-server protocol which allows an application running on a host to determine whether or not it is located behind a network device which is performing address translation.
Success A Work Status report metric indicating the call is successfully answered or has passed through the IVR.
Supervisor A person who oversees the day-to-day operations of all contact center users, including Agents and Administrators.
Supervisor Bar A navigational section of the Client App which includes a combination of management features complemented by some advanced user options, including, but not limited to, call recording, call monitoring, Supervisor Whisper, Supervisor Barge-in and reporting.
Supervisor Barge-in The act of interrupting a call and taking control.
Supervisor Whisper The act of talking to one person on a call without the other party or parties knowing. Also known as Coaching.
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Team A cluster of users placed in the same group to facilitate, for example, assigning their shifts.
Team Name A Work Status Agent Statistic metric highlighting the Team a user belongs to.
Telephony Bar A navigational section of the Client App where users can perform all standard phone and call controlling – dialing, answering, hold, conference, transfer, hang up, etc.
Time in Agent State A Work Status Agent Statistic metric highlighting the amount of time each user has been in their current Status.
Time in Contact State A Work Status Agent Statistic metric highlighting the amount of time each user has been in their current communication or contact request.
Timer The duration of the active communication.
Toolbar App A Browser-based contact center software application that duplicates all functionality in the stand-alone Client App.
Total Campaign Contacts A Report Campaigns metric indicating the gross number of Campaign contacts connected but not necessarily engaged.
Total Contacts Abandoned A Report Queues metric indicating the total number of contacts that hang up or disconnect after being routed to a Queue.
Total Contacts Abandoned at IVR A Report Contact Center metric for all media indicating the number of contacts that either hung up or were disconnected during the IVR before being routing to an Agent or Queue.
Total Contacts Abandoned in Queue A Report Campaigns metric indicating the total number of contacts that hang up or disconnect while waiting in a Queue to be serviced.
Total Contacts Agent Abandoned A Report Campaigns metric indicating the gross number of connected contacts within a Campaign declined or rejected by the Agent.
Total Contacts Answered A Report Contact Center metric for all media to indicate the number of contacts connected successfully (i.e., not rejected or declined by users or abandoned during the IVR). Report Queues metric indicating the number of contacts for a Queue that connected with an Agent. Report Campaigns metric indicating the number of contacts in an outbound Campaign that connected with an Agent.
Total Contacts Busy A Report Campaigns metric indicating the gross number of outbound contact attempts where the contact isn't available (e.g., busy signal).
Total Contacts Dialer Abandoned A Report Campaigns metric indicating the gross number of times a contact hangs up before being connected to an Agent.
Total Contacts Failed/Rejected A Report Contact Center metric for all media indicating the number of contacts rejected, declined or abandoned during the IVR. Report Queues metric indicating the number of failed or declined contacts by an Agent in their assigned Queue. Report Campaigns metric indicating the number of failed or declined outbound contact attempts for a Campaign.
Total Contacts Invalid Number A Report Campaigns metric indicating the gross number of contacts in a campaign with a phone number not in service.
Total Contacts Queued A Report Queues metric indicating the total number of contacts that were routed to the Queue.
Total Contacts Queue Timeout A Report Queues metric indicating the total number of contacts that reached or exceeded the Queue maximum time waiting threshold, as configured in the Queue routing policies.
Total Contacts Rejected - Routing No Answer A Report Campaigns metric indicating the gross number of contacts that were routed to an Agent but weren't serviced.
Total Contacts Rejected - Routing No Resources A Report Campaigns metric indicating the gross number of contacts not serviced because there were no available Agents at time of connection.
Total Contacts Successful See Total Contacts Answered.
Total Handling Time A Report Queues metric indicating the total amount of time all communication activities take (i.e., handling time = communication time + ring time + hold time + wrap up time). A Report Campaigns metric indicating the total amount of time all outbound communication activities take (i.e., handling time = communication time + hold time + wrap up time).
Total Hold Time A Report Queues metric indicating the total amount of time in a Queue that communications were paused. A Report Campaigns metric indicating the total amount of time during a Campaign that communications were paused.
Total Inbound Contacts A Report Contact Center metric for all media indicating the number of incoming contacts that connected successfully, failed, were declined, or abandoned during the IVR.
Total Talk/Contact Reply Time A Report Queues metric indicating the total time difference between the contact engagement and time on hold (connect time + offer time - hold time).
Total Wrap Up Time A Report Queues metric indicating the total amount of time taken by an Agent after ending a communication to take notes or prepare for the next contact. A Report Campaigns metric indicating the total amount of time taken by an Agent after ending an outbound campaign communication to take notes or prepare for the next contact.
Transfer The act of passing a call to another user.
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Unknown A Work Status report metric indicating the default call result.
User Any Contivio.com contact center person regardless of business unit that has access to the Contivio.com Apps, including, but not limited to, Agents, Supervisors, and Administrators.
User Bar A navigational section of the Client App where users can manage their online status. Also known as the Agent Bar.
User Phonebook A Client App Side Bar Directory List of Contact Center Users.
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Voicemail A verbal communication recorded for someone to listen to. A menu option of the Client App Side Bar which is a visual graphical interface of voice messages so you can choose which ones to listen to or delete. A Work Status report metric indicating the number of callers who left voice messages.
Voice Gateway See VoIP Gateway.
VOIP Voice over Internet Protocol An IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN).
VoIP Gateway A gateway device that uses Internet Protocols (IP) to transmit and receive voice communications (i.e., VoIP). Also referred to a Voice or Media Gateway.
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Work Assignments A menu option of the Client App Side Bar which provides a summary of the Queues and Media a user is assigned to so they can see and manage their workload and communication channels.
Work Status A Client App Supervisor Bar feature which allows a user to monitor real-time statistics of Agents, Queues, and Campaigns.
Wrap up A user Status state that indicates the user is in a temporary state to not receive communications. Work Status Agent Statistic metric of the number of users currently in Wrap up.
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