Glossary
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      1. Help Guide
      2. Agent User Guide Fall 2024 Release
      3. Glossary

      Glossary

      A

      • Auto Accept: A feature that allows incoming SMS messages to briefly "ring" before automatically appearing in the thread, ensuring users don’t miss important messages.

      C

      • Call Handling: A settings section where users can configure how they manage incoming and outgoing calls, including options like Auto Accept for SMS/MMS messages.

      • Contivio Phonebook: A personalized list of contacts that users have manually added to their softphone.

      E

      • External Users: Contacts within an organization who are not associated with Contivio but are frequently communicated with.

      F

      • Favorites: A user-defined list of preferred contacts that can include any contact type (Contivio user, external user, queue, etc.), allowing for quick access.

      H

      • History Tab: A section in the application where users can search and view past interactions with contacts, including SMS and call records.

      K

      • Keypad: An interface within the softphone that allows users to dial phone numbers or input DTMF tones for IVR systems.

      M

      • Media Window: A display area in the softphone that shows the current status of active calls, including monitoring indicators for supervisors.

      • Multiple SMS Threads: The ability to manage and toggle between different SMS conversations without closing them.

      P

      • Private Calls: A call state that allows agents to engage in confidential conversations without others being able to listen in.

      • Portal Features: Functionalities available in the Contivio web portal that enhance user experience and include insights and analysis tools.

      Q

      • Queues: Defined groups within the call center where incoming calls or messages are directed based on specific criteria, allowing for efficient call routing.

      R

      • Recents Tab: A section that displays recent activities and interactions, allowing users to quickly engage with previously contacted individuals.

      S

      • SIP (Session Initiation Protocol): A signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications.

      • SMS (Short Message Service): A text messaging service that allows users to send and receive short text messages through the Contivio platform.

      • Supervisor Functions: Tools available for supervisors that include monitoring agent calls, managing break statuses, and accessing advanced call handling features.

      T

      • Thread History: The complete record of SMS conversations between users and contacts, showing who has engaged in the conversation and the sequence of messages.

      U

      • User Bar: The navigation bar at the top of the application that provides access to user settings, status updates, and various operational functions.

      W

      • WebRTC (Web Real-Time Communication): A technology that enables audio and video communication directly from web browsers, allowing for seamless interactions without the need for additional plugins.