Explore in this page the main XCALLY keywords and terminology, useful to get started learning how to use the platform.

A

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Abandoned Call: Status of call when caller hangs up while he is waiting for an available agent

Admin: user with permissions on all Modules and Channels. Admin can view, edit or delete any resource of the environment

Agent: skilled Contact Center representatives who can manage customer interactions across various channels, such as voice, email, chat, and social media, using the XCALLY platform

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AI Prompts: Section on which you can configure OpenAI Assistants, designed to understand and answer to human queries, by starting from business files uploaded in the relative section

Answered Call: Status of call answered by an agent

Answer Rate: Percentage of calls answered out of the total offered

API (Application Programming Interface): Set of protocols and tools enabling integration and communication between XCALLY and external software applications

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Auto Answer: Feature that automatically connects incoming calls to agents without requiring manual acceptance, reducing response time

Average Hold Time: Average time the calls spent waiting for an agent to answer

Average Talk Time: Average time calls spent in conversations

AWS Bucket: “Container” where XCALLY's voice recordings are sent to AWS for quality analysis, so to obtain as output the transcription

AWS Categories: Groups of filters, useful to analyse voice recordings only on Post Call Analytics, to retrieve interrumption, non-talk time, sentiment or transcript (presence or absence of specific words or phrases)

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Botify: Plugin makes it possible to build abot flow simply and intuitively for the WhatsApp, Open Channel, Chat channels

Booked Pause: Pause status booked by the agent which is handling an interaction. So that at the end of the current interaction, the agent will be on pause status without receiving new interactions

Bots: Automated virtual agents that can interact with customers across various communication channels, designed to assist providing real-time responses without the need for human intervention

Busy Status: The Agent is currently working on one or more channels

C

Call Transfer: Function that enables agents to redirect a call to another agent, queue, or external number during an interaction. Transfer can be blind (agent1 transfers the call to agent2 directly) or attended (agent1 calls before agent2 and then he transfers to him the call)

Cally Square: Graphical drag-and-drop IVR designer within XCALLY that enables administrators to create and manage interactive voice response flows

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Concurrent Calls: Total number of simultaneous outbound calls that will be originated by the dialer for a campaign

Contact Item Types: option used to define the categories of the additional phones associated to the Contact and set their priority for the outbound calls

Contact Manager: “Light XCALLY CRM” which enables you to manage interactions with your contacts. With Contact Manager you can easily retrieve contact information, track contact activities and create lists

Context: Isolated routing scenario for voice calls. By default, the system creates 2 types of contexts automatically: from-sip, for the outbound route and from-voip-provider, for the inbound route, but it’s possible to create custom contexts

Customer Journey: Comprehensive view of a customer's interactions across all channels, providing agents with historical context for personalized service

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Dashboard Widgets: Configurable components within the dashboard that display specific metrics, KPIs, or real-time data in visual formats

Data Redaction: Function allowing user to hide sensitive information (credit cards, phone numbers, addresses, etc.) in the AWS return transcript for post-call analytics

Debian: Operating system used as the underlying platform to run the XCALLY solution. Debian is a popular, stable, and open-source Linux distribution and Debian 12 is the most recommended choice to use for installations

Dialplan: set of applications inserted in drag and drop routing in actions tab, to define actions that the interaction follows when entering a route/account

Disposition: Labels or statuses assigned to interactions to categorize and describe the outcome or nature of the communication, aiding in analysis

Docker: Containerization platform, to deploy and manage the XCALLY Omni-Channel Contact Center software. Docker helps encapsulate the XCALLY application and its dependencies into portable containers, making deployment more efficient, consistent, and scalable

E

External Data Integration: Connecting XCALLY to external databases or CRMs for enhanced data management

Environment variables: list of variables that you can set for your XCALLY instance

I

Idle status: The agent is logged in but currently not working on all the channels

Inbound Calls: Calls initiated by customers to the contact center, typically for support, inquiries, or complaints

Internal messenger: Functionality to chat with other Agents or Users/Supervisors or Admins logged to the same Motion Server. From this section, it’s also possible to view Assistants tab with the list of available assistants

IVR (Interactive Voice Response): An automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate agents or departments

IVR Campaign: Dialer campaign where the Motion Bull generates calls to contacts from a list and puts the call in an IVR only when the contact answers the call. This type of campaign is usually used for surveys and does not depend on any queue status or availability of any agent in a queue

L

License: Permit to use a set of XCALLY Motion features and modules. Based on the chosen plan you can access to a different set of Motion modules

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Motion Bull Dialer: Automatic dialing system that generates outbound calls from a contact list, connecting customers to agents or directing calls to an IVR

Multi-factor authentication (MFA): Security system that requires separate and distinct forms of identification in order to access XCALLY

Multi-number feature: Possibility to use additional phones for a single contact

Music on Hold: Audio played to callers while waiting in a queue or being transferred, enhancing the caller experience during hold times

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Outbound Dialer Methods: Strategies to generate calls with Motion Bull Dialer

Out Prefix: Label associated with outbound calls to categorize for example the Customer/Service in calls for operating activities and reports

P

PBX (Private Branch Exchange): Private telephone network used for internal and external communication

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Queue: System that organizes and prioritizes incoming interactions, directing them to the appropriate agents based on strategies and rules

Queue Campaign: Dialer campaign where the Motion Bull generates calls to contacts in a list and puts the call in a queue. In this type of campaign, human operators are needed to handle the calls

Queue Group: Feature used when the supervisor decides to increase the global priority of several queues at the same time

Queue Strategy: strategy whichdefines how incoming calls are divided between agents in a queue

Queue Timings: feature to allow agent to work only on certain queues during a specific timing, setting on standby other queues for the specific agent

R

Realtime: Section that provides supervisors with live data on agent performance and queue statuses, enabling dynamic adjustments and quality control

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Route: Mechanism to handle calls, which can be inbound, outbound or internal

S

Screen Recording: feature available for Phonebar agent to record actions that occur on the desktop

Sentiment Analysis: Quality Analysis feature available only with AWS provider to inspect the call transcript text and returns an inference of the prevailing sentiment

Single sign-on (SSO): Access management function that enables users to log in with a single set of identity credentials to multiple accounts, software, systems, and resources, using Goole credentials

XCALLY gives its users the possibility to access XCALLY using Google credentials (gmail and password).

SIP Trunk: Service that connects XCALLY to the public switched telephone network or VoIP services, enabling inbound and outbound voice communication

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TTS (Text-to-Speech): Technology that converts text into spoken voice output, enabling automated verbal messages to callers

U

Unmanaged Call: Status of call defined unmanaged when it doesn't enter to the queue or when it exits from a queue according to the queue settings (e.g. timeout, leave empty, join empy, exitwithkey, etc..)

User: user with access to specific (or all) Modules and Channel Queues or other resources, based on User Profile assigned

User Profiles: Predefined or custom roles assigned to users, such as supervisors, planners or administrators, defining their permissions and responsibilities

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WebRTC Bar: Integrated web-based phone interface that allows agents to handle voice calls directly from their browser without external SIP clients

White Label: Custom logos, header and page titles uploaded in Customization section

Wrap-Up Time: Time spent after a call to finalize notes or tasks related to the interaction

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