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Dictionary of Terms

Before you start working with your contact center data, use this article to familiarize yourself with Flex Insights terms.

Agent
A person in your contact center who handles conversations with customers. Also known as Operator, Representative, or Worker.

Agent Team
The team that an agent is currently assigned to.

Assessment
An assessment of a conversation (or part of a conversation). An assessment can be either:

  • A simple label applied to a conversation, such as Good, Fair, or Poor.
  • A scored quality aspect of a conversation, such as Empathy rated in stars, or Objection Handling rated as Good, Acceptable, or Poor.

Channel
A communication channel you use to talk to your customer. For example, chat, email or phone calls.

Conversation
A conversation is a contact with a single customer. A conversation may have multiple segments if the customer is in contact with multiple agents or switches communication channels.

Customer
A person that is outside of your contact center whom you contact (or who contacts you).

Finding
The detection of a phrase or pattern in a conversation, either by speech or text analytics.

Handling Team
The team that the agent belonged to when handling a conversation with a customer.

Inbound
A conversation initiated by a customer from outside of your contact center.

Internal
A conversation between two agents.

Measure
A numeric reporting value that may be calculated from any data in Flex Insights. Measures may be simple values such as Talk Time, or may be based on more complex formulas, such as one that estimates costs in your contact center. Also known as KPI.

Outbound
A conversation with a customer that initiated from within your contact center.

Queue
A "waiting line" of sorts. Customers wait in queues when there is no available agent to take their inbound request.

Score
The result of a scored Assessment, expressed in either points or percentages.

Segment
A part of a conversation. For example, one call between a customer and an agent.

Speech Search
A defined pattern used to search conversations. It can be a phrase, a set of phrases, or a more complex pattern.

Team
The lowest level organization unit in your contact center. A team typically consists of 5 to 15 agents. Teams usually have an on-site Team Leader who listens to calls and coaches agents on performance.

Wrap Up
The work that an agent performs after talking to the customer. For example, inputting information about the conversation into a CRM system.

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