Overview
Convoso's Product Glossary defines industry and product-specific terms. All of these terms can be found throughout our Knowledge Base resources. The Glossary features Knowledge Base articles and other related resources for each term.
Note: Many of these terms have alternate definitions within the Call Center industry and individual contact centers. The definitions below reflect how they are characterized in Convoso's product and Knowledge Base articles.
Contents:
A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W - X - Y - Z
A
|
Term |
Definition | Resource(s) |
| Abandoned Call | An Abandoned Call is a call or other type of contact initiated to a call center that is ended before any conversation occurs. When Inbound calls are abandoned, it is often because the caller is frustrated with the time on hold. | |
| Abandoned Call Rate |
Measurement of Inbound calls that are dropped due to an Agent not being available to take the person's call. |
|
| Access Control List (ACL) |
A User setting that allows Admins to customize Access levels as to what an Admin or Manager can do or see with the system. For example, the SuperAdmin can grant access to only the Agent Monitor page or Reporting. |
Configure Admin User Access Controls Configuring Agent Monitor User Access Level Configuring Access to Agent Monitor for Managers/Junior Admins |
| Adaptor |
Adaptors act as a translator between two different pieces of software. By creating an Adaptor, you are telling the system that a field in our system is the equivalent of a field in another system. The Convoso system can share data via fields with another application, such as a CRM or Leads Sales portal. |
Adding, Editing, and Deleting Adaptors |
| Advanced Lead Filter |
Allows for a more robust filtering system when dialing Leads. Admins can extract certain Leads from a List rather than having to clean up the List before uploading. |
|
| Affiliate |
Affiliates, also known as Publishers, can be individuals or companies that market the seller’s product in an appealing way to potential consumers. The Affiliate promotes the product to persuade consumers that it is valuable or beneficial to them and convinces them to purchase it. If the consumer ends up buying the product, the Affiliate receives a portion of the revenue made. |
LeadsPedia Plugin: Create/delete, add to Script.
|
| Agent |
Call Center employees to handle the Inbound and Outbound Calls as the Dialer connects them. |
|
| Agent Interface |
The Agent Interface is where Agents log in to make and receive calls from the Convoso Dialer. Admins can customize the Agent workspace to suit their needs. |
|
| Agent Interface Options |
This is a User Settings tab where the Admin can configure settings for a User's permissions and view within the Agent Interface. |
|
| Agent Monitor |
The Agent Monitor screen shows vital Campaign information, such as, but not limited to, Dial Level, Drop Rating, number of Dialable Leads, and the total number of Agents currently logged in. The Admin can also monitor the Agent's Status and listen to their live calls. |
|
| Announcement |
This PBX-related feature allows a pre-recorded audio file to be played once a Lead is sent to the Announcement by an Agent. |
|
| Answering Machine Detection (AMD) |
Filters out the Answering Machines and only connects a live person call to the Agent. Answering Machine Detection (AMD) works by calculating the number of words and the silence between them when the call is first answered. This method is not 100% effective but can detect almost all standard answering machines. |
Using Answering Machine Detection |
| API | Stands for Application Program Interface allows for integration, communication, and sharing of Data between our Dialer and third-party applications. | |
| Area Code Coverage |
Area Code Coverage is a function under List Based ACID that generates a report to determine if there is a need to add new DIDs per Area Code based on calls per day, and calculated based on selected options. |
|
| Area Code-based Caller ID/Local Caller ID (ACID) |
Matches the Area Code of a Lead you are dialing TO to the Area Code you are dialing FROM. For this to work, you must own the phone number you are dialing from. Leads are more likely to answer a local phone number than a long-distance or toll-free number. Stack multiples of the same Area Code into a single ACID List for best results, as a different number displays for different phone calls. |
|
| Audio Library | Library to store any audio files that the Dialer will utilize. | Upload New Audio Media |
| Authorization Token | An Authorization Token is a piece of data created by the server and contains information to identify a particular User and Authorization Token validity. The token will contain the User's information and a special token code that the User can pass API data to the server instead of passing a username and password directly. | |
| Automated Remediation Management |
A feature for ClearCallerID Clients that allows Admins to have a set percentage of flagged numbers resting at a time. Once enabled, the system will cycle a percentage of your flagged numbers between Resting and Active as their reputation status changes. |
|
| Automatic Call Distribution (ACD) |
Functionality that automatically decides where an Inbound Call gets routed based on configured rules. |
Configure Call Center Queues Call Routing Tab Configure a Campaign's Call Routing Method |
| Average Handle Time |
The average time it takes to handle a call, from when it is connected to when the Agent Dispositions the call and is ready to take the next call. |
Agent Performance Report |
| Average Talk Time | The number of hours/minutes of actual conversation an Agent has daily. | Agent Performance Report |
| Average Wait Time |
The amount of time Agents wait to be connected to a live call. |
Agent Performance Report |
B
|
Term |
Definition | Resource(s) |
| Blended | When an Agent can receive Inbound Calls and make Outbound Calls. | Edit a User's Inbound Settings |
| Blind Transfer | A Blind Transfer is when you transfer the caller to a Ring Group or another Agent without speaking to the new Agent first. | |
| Boberdoo | Boberdoo is a Lead Distribution company that can integrate with Convoso's system as a Plugin. The Plugin can be used for Lead Distribution, Call Routing, and Ping Posts. | |
| Brand | The Convoso customer's Campaign Registry name for their SMS Campaign. | SMS Campaign Registration |
| Break Request | This feature allows Agents to request Break time through custom reason codes set by their Admin. | Setup Break Time Requests |
| Broadcast Message | This feature enables the Admin to send messages to a specific User or group of Users at once in the Agent Interface. | Sending Broadcast Messages to Agents |
C
|
Term |
Definition | Resource(s) |
| Calendar Templates | This feature enables Admins to create a custom Calendar Template for all Agents using Google Calendar sync. | |
| Call Cadence | This is another way of referring to the Workflow Dialing type of Lead Recycling. | |
| Call Center Queues |
Set of rules and regulations that control Inbound Calls and Routing. Also known as just Queues. |
|
| Call Launch Settings |
These settings control what Agents see in the Interface when a new Call connects. |
|
| Call Logs |
The Call Logs Report shows all Leads dialed within a specified period. The report provides specific information such as Call Log ID, Lead ID, First and Last Name, Phone Number, Call Type, Call Date and Time, and Caller ID displayed, Recording Link, etc. |
|
| Call Monitor |
This report displays all the detailed real-time information for your Active Campaigns and Queues. |
|
| Call Routing |
Where the call goes and when. For both Outbound and Inbound calls, you can send the calls to the correct person or team of people every time. |
|
| Call Time |
Times that Leads can or cannot be dialed. Locks down the Campaign/Queue to specific actions based on the time of day. |
|
| Callbacks | These are scheduled calls within the system for redialing a Lead. They can be designated as Personal, System, or Custom. | |
| CallCatalyst™ |
CallCatalyst™ is an Account type for all-manual dialing. With human-initiated dialing, these Accounts can remain compliant despite the ever-changing restrictions around auto-dialing. CallCatalyst™ also refers to a Campaign Type with a role for initiating calls in a one-to-many dialing model. |
|
| Caller ID Reputation | Refers to the standing of a phone number with the major cellular carriers AT&T, Verizon, and T-Mobile. It determines whether Leads see Spam Caller, Spam Likely, etc, when you call them. |
|
| Calls Per Second (CPS) | Refers to the number of phone calls that a telecoms system or network can successfully handle in a second. It is one measure of the performance of Switching systems. |
|
| Campaign |
A Campaign in the Dialer consists of Dialing settings, a group of Lists, and Agents that are assigned to be able to call whatever Leads are part of it. Campaigns are the key to success. You cannot dial without a Campaign. This will determine how often/quickly your Agents receive calls and in what order. |
Add/Create a New Campaign |
| Campaign Groups |
Groups of related Campaigns. |
|
| Campaign Registry |
It is a service offered to customers to allow for a “sanctioned" route for SMS messages to reach Users. The Campaign Registry (TCR) is the reputation authority for commercial 10-digit Long Code (10DLC) messaging Campaigns. |
SMS Campaign Registration |
| Campaign Registry Campaign |
The Campaign Registry Campaign is an SMS Campaign that has the Campaign Registry linked to that SMS Campaign. |
SMS Campaign Registration |
| Campaign Service Provider (CSP) |
A CSP works with multiple Brands to create and launch SMS messaging Campaigns. |
SMS Campaign Registration |
| ClearCallerID |
ClearCallerID (CCID) is a tool that clients can use to track how many DIDs have been flagged as spam, whether their Contact Rate is being affected, and whether they have been reported to the FCC. |
|
| ClearCallerID Pro |
ClearCallerID Pro is a suite of features for tracking and managing DID Reputation. |
|
| Comma Separated Values (CSV) |
The file format needed to upload data into the Convoso system. |
Upload a Lead List |
| Conference |
PBX feature allows users to create telephone meetings with settings controlling how participants enter and interact with others on the call. |
Add/Edit a Conference |
| Contact Rate |
The percentage of Leads reached on the phone out of the total amount of Leads. One of the most important metrics for an Outbound Call Center to measure. |
|
| Convoso Connect (formerly TalkPro Shares) |
The "gatekeeper" for API. Authentication to other systems goes here to let you in. Convoso Connect allows you to gain access to other pieces of software and integrate with them, allowing for database management in multiple systems. |
|
| Cost Per Acquisition (CPA) |
Cost Per Acquisition (CPA) is the amount of money it costs to acquire a customer. For our customers, 90% of those costs are typically the cost of Leads, Agents, and the Dialer. |
|
| Customer Billing View |
Provides Admins with real-time billing insights. Easily track credit usage, access invoice history, and view active subscriptions. |
|
| Customer Relationship Management (CRM) |
Software that systematically organizes and maintains Client information. |
D
|
Term |
Definition | Resource(s) |
| Data Access | A User Setting that controls how much Account data Users can access and alter. | Configure User's Data Access |
| Destination | A category on the Manage DIDs page that references the Route To setting for the Inbound Number. This setting informs where the calls the Dialer places will go, such as a specific Queue. | |
| Dial Method | Determines how the Dialer will dial a Lead List. Allows Admins to fully control their Data Flow. They can dial aggressively with a Power Dial, control Drop Rating with the Predictive settings, or one by one with a Preview Dial. | |
| Dialable Disposition/Dialable Status | These are Leads that are Queued up to be dialed based on either a new Lead insertion or the outcome of the previous call. A Lead cannot be dialed unless the Disposition/Status is Dialable. |
Check Custom and System Dispositions Call Cadence and Redialable Dispositions 🎥 |
| Dialable Leads | The number of Leads currently Dialable based on location, Status, and any Lead Filters. This allows the ability to assess List quality. | |
| Dialogflow | The name of the Natural Language Understanding engine developed by Google we are using for our Voso.ai Virtual Agent. | Voso.ai Basics |
| Direct Content Aggregator (DCA) | Vendors such as Inteliquent, Brightlink, etc. | Health Check Process for SMS |
| Direct Inward Dialing (DID) | Direct Inward Dialing (DID) is a phone system feature that connects Inbound calls directly with a User, Extension, or voicemail–providing a faster alternative to an automated routing menu. Allows for Area Code Based Calling, receiving Inbound calls, and texting. |
|
| Disposition Notes | These are pre-defined notes that Agents add during wrap-up. Admins create Disposition Notes for Agent usage. | |
| Disposition/Status | The outcome of a call, for example, Sale, Not Interested, Do Not Call. |
Check Custom and System Dispositions Creating and Editing Dispositions |
| DNC (Do Not Call) | A Status for prospects within the system when the prospect states they no longer want to be called. | |
| DNC List | A list of Do Not Call records managed within the Admin App. Every Account has a Global DNC List, and every Campaign has an individual DNC List. | |
| DNC Lookup | Feature that allows the system to check DNC Numbers on third-party DNC Providers using API. | |
| Drop Rate/Dropped calls |
A call was answered, but no Agent was available to take it, so the person hung up. The Drop Rate reflects the number of dropped calls. A dropped call receives a disposition//status of DROP. |
|
| DX5 Engine |
This is the name of Convoso's Dialer Engine that powers all our calls. |
Convoso Powered By DX5 |
E
|
Term |
Definition | Resource(s) |
| Email Template | An Email Template is a pre-made email that can be sent to leads when a predefined action is taken. This is usually configured together with Workflow Automation and is usually triggered by a specific Status or Disposition being selected. | Adding a New Email Template |
| Entity | An Entity is a piece of information within a response. Information you want to capture during a Voso.ai call. | Voso.ai Basics |
| Export | Exporting means to your data from the system. The Manage Exports page stores all of the Account's Exports for download. Each time an Admin initiates an Export, they will find the items there. | |
| Express Written Consent | Legal language placed on a landing page grants businesses permission to call the person filling out the form using an auto-dialer or to send them text messages. | Create/Delete TrustedForm Plugins |
| External Numbers | This is a phone number for external transfers. Allows clients to transfer calls to any number outside of their own Account. |
Transfer to an External Phone number |
F
|
Term |
Definition | Resource(s) |
| False Answer Supervision (FAS) | A component of Answer Machine Detection and also the name of a system Status. | Using Answering Machine Detection |
| FCC (Federal Communication Commission) | Government Agency protecting Consumers against abuse by businesses using telecommunications as a way of doing business. | Convoso ClearCallerID™ |
| Feedback Widget | A tool in the Admin App for submitting product requests. Linked to the Submit a Request button in the Admin main menu. | Using the Feedback Widget |
| Fieldset | Fieldsets are the field groupings that make up the Lead Layout. Each Fieldset has a title and 1-2 columns of fields. | |
| Final Status | Describes a type of Disposition that is not inserted into the Hopper. Admins can apply this designation to their Custom Dispositions. | |
| Follow Me | A PBX feature that allows calls to be forwarded to other Extensions or Destinations. | |
| FTP Push | A File Transfer system that allows us to send Call Recordings and Call Logs to a third-party Server/storage system. |
Create an FTP Push for Recordings, Call Logs, Reports, and Voicemail |
G
|
Term |
Definition | Resource(s) |
| GET requests | This type of HTTP request allows you to take data from a source and add it to Convoso's system. | Configuring Convoso Connect for GET Request |
| Global Settings | These Account-wide settings control many of the defaults for many values Admins add to their Accounts. Some of these settings also control the Agent Interface. | Configuring Global Settings |
| GMT Lead Filter | Limits the hours of calling based on the location of the Lead. |
H
|
Term |
Definition | Resource(s) |
| Heartbeat Setting | This Queue setting sends external API calls notifying the system about calls waiting in the Queue. Once a call has reached a specified Duration, a request is sent to the specified Convoso Connect. | |
| Help Widget | The Help Widget is a mini-help center in the Admin Dashboard and the Knowledge Base that can be used to search articles and Live Chat with a Support Agent. | |
| Hold Music | Recorded music or speech is played when a caller is placed on Hold. |
How to Change Welcome message, Hold Music and Agent unavailable message |
| Hopper | A bucket that holds Leads for Dialing. | |
| Hopper Level | The Hopper Level determines how many Leads will be in the Hopper at a time. | Increase Hopper Level |
| HotKeys | These are customized keyboard shortcuts for Dispositioning calls. They are an alternative to the Quick Disposition buttons. | Setting up and Turning on the HotKey feature |
| Hubspot | HubSpot is a third-party software with a built-in integration in our system. HubSpot is a marketing and sales software that provides tools for blogging, SEO, social media, email, landing pages, marketing automation, and web analytics. | Setting up a HubSpot Integration |
I
|
Term |
Definition | Resource(s) |
| Inbound | An Inbound Call coming through to the Call Center. |
Set up the Campaign for Inbound calls only How to Configure Inbound Call Confirmation and Call Notification Configure Call Center Queues Call Routing Tab
|
| Integration | Allows for transferring data across platforms. | |
|
Intent |
A component of the Voso.ai feature. The intention behind responses. Typically, a Yes/No. | Voso.ai Basics |
|
IP Access List |
Security feature that allows Admins to restrict Account access to specific IP Addresses. | Restrict Access to Account Based on IP |
| IVR (Interactive Voice Response) | The ability to provide a menu to the caller with a set of options that the caller can select in order to be automatically routed to a specific person/department, such as "press 1 for sales," "press 2 for billing," etc. |
J
|
Term |
Definition | Resource(s) |
| Jornaya | Jornaya is a consumer journey insight application that provides companies with the highest-resolution view of their consumer/Leads Buying journey. |
K
|
Term |
Definition | Resource(s) |
| KPIs (Key Performance Indicators) | Metrics based on performance that are designed to illustrate critical Performance Data. |
Admin Live Dashboard Customizable Dynamic Real-time KPI Graphs |
L
|
Term |
Definition | Resource(s) |
| Latency | Network Latency is the term used to indicate any kind of delay that happens in data communication over a network. |
Calls Sound Choppy Troubleshooting Convoso Technical Specifications Manual -requires sign-in to view |
| Layouts and Fields | Customizable fields for Agents to fill out about their Leads. | |
| Lead Calling Order | A group of Campaign settings determines how Leads are pulled by the Hopper and prioritized for calls. | |
| Lead Capacity | The total amount of Leads allowed to be held within the Convoso system. | |
| Lead Drip | Automation that can move Leads or change their status after midnight. | |
| Lead Ownership |
This feature enables Agents to take ownership of their Leads. Allowing Agents to nurture a long-term relationship to achieve a sale. |
|
| Lead Recycle |
Setting rules that automatically decide when to redial/call the same Lead again if there was no answer on the first attempt. |
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| Lead Report |
This report displays the details of individual Leads dialed within a specified date range. |
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| Leads |
Potential prospects contacted by Call Centers. |
|
| LeadsPedia |
A SaaS Performance Marketing platform bringing Affiliate Management, Lead Distribution, Call Tracking, and Routing into one unified platform. |
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| License or Seats | A Seat/License allows Agents to log in to the software. | |
| List | A holding place for Leads. Lists enable you to segment your Leads by things like Vendor or Age. A well-maintained List Library can be the key to your success. Knowing when to turn Lists on and off can help immensely. | |
| List Conversion Report | Using Agent cost per hour and Lead cost per List, this report tells which Lists are most successful and cost-effective. | |
| List Mix | A mix of multiple Lead Lists allows one to dial certain Lists simultaneously with a predetermined percentage per List. | |
| List Report | This report compares List data based on past history. It displays data for the types of calls and the results. | |
| Long Code | A nine(9) digit number used to send/receive text messages. | SMS Campaign Registration |
M
|
Term |
Definition | Resource(s) |
| Minute Load Balance | This is the name of the button in the Admin Dashboard that displays your Account's Minutes and Credits for your services. | Customer Billing View |
| Minutes | All customers must pay for usage to place Outbound Calls or receive Inbound Calls on our software, which gets billed on a Pay-Per-Minute basis. | Minutes Usage Report |
N
|
Term |
Definition | Resource(s) |
| Node | Synonymous to an action for our Virtual Agent Scenarios. |
O
|
Term |
Definition | Resource(s) |
| Omnichannel | Using multiple communication channels (calls, SMS, emails) to communicate with customers. | CCID Guidelines |
| Opt-In | This portion of an SMS message defines how Leads can give explicit permission to receive marketing messages. This is a requirement for SMS Campaign Registration. | |
| Opt-Out | This portion of an SMS message defines how Leads can unsubscribe from marketing messages. They must contain STOP or HELP. This is a requirement for SMS Campaign Registration. |
Edit Opt-In/Opt-Out Options in SMS Campaign Registry |
| Outbound | The action of making an Outbound Call. | |
| Overflow Call Settings | This Campaign setting manages Dropped Calls and gives options for where to send these calls. |
P
|
Term |
Definition | Resource(s) |
| Packet Loss | In upper network layers, Data travels in the form of Packets, which deliver the information in a way that the receiver can order and use. Packet Loss is when this information does not arrive correctly. |
Calls Sound Choppy Troubleshooting Checking for Quality of Service Issues with WinMTR (Windows OS) |
|
PBX
|
A company's Phone System receives/makes calls and allows you to call someone internally by Extension. All PBX-related features can be found under the Phone System main menu. |
PBX - Set up Extensions for both Convoso and External Phones |
| PING | A network test that checks Latency (network delays) to many Servers worldwide using one of the most accurate and popular tools over the Internet. | Checking for Quality of Service issues with WinMTR (Windows OS) |
| Plugin | A software add-on that you can plug-in to your Convoso Account. They build onto Convoso's software to better meet your needs. | |
| Port | The point on a Node that connects one Node to the next Node in a Virtual Agent Scenario. | Voso.ai Basics |
|
POST Requests |
The POST Request method requests that a Web Server accepts the Data enclosed in the body of the request message, most likely for storing. It is often used when uploading a file or submitting a completed Web Form. | Configure Convoso Connect for POST Request |
| Power Dial | A Dial Method that gives the Call Center Manager control over the number of calls being placed simultaneously per Agent, regardless of the number of Dropped Calls. | |
| Predictive Dial | This Dial Method calls multiple Leads/phone numbers simultaneously and filters through voicemails, busy lines, disconnected numbers, and unanswered calls, and then only connects a call to an Agent when a live person answers the phone. | |
| Preview & Inbound |
The Lead is presented to the Agent for review, and the Agent pushes a button to dial the Lead. Allows Inbound and Outbound Dialing. |
|
| Preview Dial | Dial Method that shows Agents the next Lead in the List at the end of each call. Agents decide when to make the call and may also be able to skip to the next Lead in the List. This can be ideal for more complex sales where more research is required between calls to increase the chances of success. | |
| Publisher (aka Affiliate) | A person who sends traffic to an Advertiser, and in return, they are paid for the sale, Lead, or call being generated from their traffic. | Affiliate Conversion Report |
Q
|
Term |
Definition | Resource(s) |
| Queue Handle Report | Show Calls to a Queue and specific details such as talk time, wait time, hang-ups, and abandoned calls. | Queue Handle Report |
| Queue Report | Shows how many calls have come into a specific Queue. Allows for tracking the success rate of your Inbound Numbers. | |
| Quick Dispositions | These are buttons for dispositioning calls in the Agent Interface. These Dispositions are configured by List or Campaign. |
Enable Quick Dispositions and Configure in a Campaign |
| Quota | A Campaign setting that defines a target per Status as a required minimum for a specified time period. |
R
|
Term |
Definition | Resource(s) |
| Real-time Leads | These are Leads inserted into the system by a Vendor via API. Typically more expensive and well vetted. Also called Co-Reg Leads. | |
| Reason Codes | These are the Agent Statuses that Agents set in their Interface, such as Ready and Not Ready. Admins can use them to track an Agent's status throughout a shift. | |
| Reassigned Numbers Database | An FCC database containing reassigned number information from each provider that obtains North American Numbering Plan U.S. geographic numbers and toll-free numbers. | |
| Recordings | Audio files of Agents' calls for playback, share, download, and export as a zip file. |
Call Recordings - Search, Playback, Download, and Storage |
| Refill | Add funds to customer balance. | Customer Billing View |
| Remote User | Remote Users are used as substitutes for actual Users. | |
| Resting | Refers to when phone numbers are placed in a dormant status to restore their Caller ID Reputation. | |
|
Ring Group |
Ring Groups can ring multiple phone numbers simultaneously or in sequence from a predefined group of Extensions. |
S
|
Term |
Definition | Resource(s) |
| Scenario | Functions similarly to a Script. A Scenario is a series of actions (Nodes) from call start to finish. | |
| Script | A pre-written pitch and questions that Agents can read and follow during calls. | |
| SendGrid | A service that works with most major email providers to lessen Spam flags on emails from legitimate companies. |
Registering your Email Domain with SendGrid
|
| Session Initiation Protocol(SIP) | SIP operates similarly to and incorporates parts of Hypertext Transfer Protocol (HTTP) and Simple Mail Transfer Protocol (SMTP). Like HTTP or SMTP, SIP works in the application layer of the Open Systems Interconnection communications model. | |
| Single Sign-On | A feature allowing Account Users to use SSO to access the Admin Dashboard and Agent Interface. | |
| Skill Routing Campaign | A Campaign type that routes calls based on Agent attributes and certain conditions. |
Create a Skill Routing Campaign Configure Skill Routing and Assign to Agent |
| Smart Routes | Routing for Inbound Calls to multiple Destinations based on conditions such as Campaign, Status, and State,etc. |
Configure Smart Routes for Inbound Calls |
| SMS | Short Message Service, or text messaging, is a service for sending short messages to mobile phones. It represents another channel for contacting Leads using Convoso's Dialer. | |
| SMS Campaign | A Campaign type for sending SMS messages to Leads. |
Add and Configure an SMS Campaign |
| Softphone | Software-based phone systems that can be used in conjunction with Convoso services. | |
| Speech-to-Text (STT) | Transcription of a Lead's speech into text. This functionality is how Voso.ai records and understands a Lead's responses during a call. | |
| Speed to Lead Report | A report that provides valuable insights into the speed at which Leads are dialed after being entered per List. | Speed to Lead Report |
| State Call Times | State-specific hours for Campaigns to dial Leads. These rules can apply to Custom and Default Call Times. | |
| StateTracker | A Campaign management tool built to support compliance with new "mini-TCPA" laws. This rule engine tracks Contact Attempts and adjusts Lead's Dialable Status according to set parameters. | |
| Super Admin | This is the highest-level User that maintains access to all features and functionality of a Convoso Account. They manage all the permissions for other Users of their Account. | |
| Survey/Broadcast Campaign | A specific type of Campaign includes leaving a voicemail on an answering machine or "press one(1) to speak to an Agent." |
T
|
Term |
Definition | Resource(s) |
| TCPA | The Telephone Consumer Protection Act (TCPA) is a law passed in 1991 and modified in 2013 that limits automatic dialing systems, voice messages, SMS text messages, and fax machines to contact Consumers. The law is designed to protect consumers from unwanted telemarketing solicitations. The Law requires that consumers provide prior express written consent to receive a text message and/or call on their cell phone using an automated dialing system or pre-recorded message. | |
| Telco Carrier / Tier 1 Carrier | A Telecommunications Service Provider such as AT&T, Verizon, or Sprint that we use to process Inbound/Outbound calls on behalf of our Clients. |
What is the Blocked Caller ID status and How to Resolve It
|
| Text-to-Speech (TTS) | This functionality allows Voso.ai to change written scenario content into speech during a call with a Lead. |
|
| Time Condition | A feature to be used with Time Groups that routes calls based on whether they match the Time Group. | |
| Time Group | This feature specifies which hours and days to start and stop dialing on your Account. | |
| Toll-Free SMS Campaign | SMS Campaign that uses a Toll-Free Number. | |
| Trigger | In Workflow Automation, a function causes another action to take place. |
U
|
Term |
Definition | Resource(s) |
| URI | A Uniform Resource Identifier is a character sequence that enables internet protocols to facilitate interactions between and among these resources. | |
| User | Refers to anyone using the Convoso system, including Admins, Agents, and Remote Users. | |
| User Directory | A directory of your Agents that allows for Leads to place calls to specific Agents using Interactive Voice Response. | |
| User Support Portal | The Support Portal within Convoso's Help Center allows Users to track tickets and follow articles. |
Registering and Using the Support Portal |
V
|
Term |
Definition | Resource(s) |
|
Variable
|
This refers to the three types of data the Voso.ai Intelligent Virtual Agent utilizes. | Voso.ai Basics |
| Virtual Agent | The voice Remote User uses in Voso.ai. It is also the name of the main menu where all Voso.ai components are held. |
Configuring the Voso.ai Virtual Agent |
| Voicemail Box | Each Agent can have an Extension and Voicemail Box for Leads to leave messages. The messages can then be sent to the Agent's registered email address. | |
| Voicemail Drops | The ability to automatically leave a pre-recorded message on calls that go to voicemail. |
Add Voicemail Drop Audio to Campaign |
| VoIP (Voice over Internet Protocol) | Also called IP telephony, is a method and group of technologies for delivering voice communications and multimedia sessions over Internet Protocol networks such as the Internet. |
Check the Connection Information of an Agent Checking for Quality of Service issues with WinMTR (Window OS) |
| Voso.ai | Voso.ai is Convoso's Intelligent Virtual Agent capable of engaging Leads through SMS and Calls. | Voso.ai Basics |
W
|
Term |
Definition | Resource(s) |
| Warm Transfer | A Warm Transfer is when you speak with the new Agent before completing the call transfer. | Perform an Internal Warm Transfer |
| Web Form | These URLs can be embedded in a Campaign that Agents can then access and fill out. | Configure an Embedded Web Form |
| Workflow Automation (WFA / WA) | Allows Clients to create cadences of events based on an Action or Trigger so that they can automate all aspects of Convoso's system. | |
| Workflow Automation Performance Report | A report that collects information of data related to Workflow Automation. It tracks the number of calls for each setup and when the Action was performed. Allows Admins to track the success of their Workflows. | Workflow Automation (WA) Performance Report |
| Workflow Dialing | The ability to set a Schedule that dictates when a Lead gets Redialed/Recycled, for example, call instantly, again in 10 minutes, 30 minutes, 2 hours, etc. These Schedules are based on your Re-Dialable Dispositions, such as Interested, Answering Machine, New, etc. | |
| Wrap-up Time (aka After-call Work) | Once an Agent has finished a call, the time it takes for them to be ready/available to take the next call. |
X
|
Term |
Definition | Resource(s) |
| X-Lite | A Softphone that can be used with Convoso's system. |
Z
|
Term |
Definition | Resource(s) |
| Zapier | Allows Admins to integrate third-party software that Convoso does not have a direct integration with such as Zoho and Salesforce. | Zapier Convoso Connect Integration and Adaptors |
| Zaps | An automated workflow within Zapier that connects the apps to Convoso. | Zapier Convoso Connect Integration and Adaptors |