Definitions

An imported script XML file that is not directly referenced by an imported workspace.xml file but is still required to be part of the workspace. For example, PrP-generated files and files that are destinations for GoTo blocks.

Action with properties and behavior that can be applied to a call in a script. Blocks are either:

• Custom — created by the user with properties and behavior that can be edited as required
• System — installed with the CCaaS Designer application that has predefined properties and behavior, with only the property values editable by the user.

A call is associated with these parameters: TQoS, skills required, queue destination, caller name, URL, and any number of optional parameters.

CCaaS UI application for agents and supervisors. Previously called TouchPoint.

See Predefined events for a list of events that affect the routing of calls in CCaaS.

A collection of agents working in the same area of expertise in the contact center. The agents in a group receive calls from the same queues.

Internet Communication Service — provides chat capability.

TQoS less the amount of time the call has already been in the queue.

Message Communication Service — provides email capability.

Enables simultaneous handling of multiple chat sessions, up to a configured  number between one and nine sessions.

Independent of TQoS, you can assign priorities to calls arriving at your contact center through scripts. The priorities are in the range from 0 through 99, with the default being 49, the lowest priority 0, and the highest priority 99. Within a queue, call priority overrides TQoS and call maturity.

A mechanism to manage a collection of incoming phone, email, Internet, and video calls that require common handling.

Codes used by agents to explain why they are making themselves unavailable to accept calls.

The movement of a call from the ACD to a queue and then to an agent with the skills to handle the call.

A sequence of blocks that define a call script. Scripts are used to respond to predefined events that may be triggered in CCaaS.

A skill is an attribute of an individual agent, who is defined by the administrator in the agent administration procedure. Skill requirements are also attributes of individual calls, that may be assigned to the call in the construction of the call request by the web or IVR application.

Published version of a workspace, including its scripts, tables, and ancillary files, that is stored in the database. Up to 10 such versions can be kept for each workspace.

An administrative grouping of agents. Teams do not affect how calls are routed to agents.

If a call remains unanswered for longer than this time period, an event is triggered.

Total Quality of Service — the amount of time in seconds in which a call should be answered and can be used to specify service levels for types of customers.

A set of scripts that relate to a single location that can be associated with an application entity in CCaaS Admin.

Code that represents the result of a call.

Voice over IP (VoIp) Connection Service — CCaaS service that supports voice call.