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

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A

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

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

Agent: skilled 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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Agent Status: Current state of an agent, such as available, busy, on a break, or offline, used for managing workload and availability

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

Analytics: section used to produce Customer Care Activity statistics, by using existing reports or creating custom ones

Answered Call: Status of call answered by an agent

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Assistants: OpenAI models that can use tools, like reading uploaded files, to find answers for customers. On XCALLY it’s also possible to configure AI Agent Assistants, to allows Agents to be helped by AI Assistants configured in AI prompts section

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

Auto Reply: Application to send an automatic reply in textual channels

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

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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 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 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

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

Data Retention: Plugin that can be installed on XCALLY server, to manage Database without any systemic expertise. It can automatically delete, backup or copy data contained in XCALLY database tables and files, such as voice recordings, voice mail, email and interaction attachments

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

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

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

G

Gotoif: Application which jumps to an action in the flow according to the condition set

Gotop: Application which skips to another application in the flow choosing the desired priority

H

Hotdesk: Feature available for external agents to use external telephones configured on the system. Agent does not have a dedicated telephone and each time he logins, he has to associate the telephone he intends to use

I

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

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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

J

Jscripty: Feature that allows the creation and deployment of dynamic scripts for agents to follow during interactions, such as surveys or structured dialogues

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

J

Jscripty: Feature that allows the creation and deployment of dynamic scripts for agents to follow during interactions, such as surveys or structured dialogues

M

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

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Open Database Connectivity (ODBC): open Open standard application programming interface (API) for accessing a database. You can connect your IVR application to a remote DB (Database) to read/write data from/to a database

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

P

Pause: Label used to identify an Agent Pause status (default pause or specific created pauses)

Pause reason: Option to configure a list of reasons to insert inside Puase

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

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Push Gateway: System required for XCALLY Mobile App that works as a push gateway and as an SIP Proxy (like a filter to accept just specific requests opening certain ports to agents registered to XCALLY machine). With the push gateway, push notifications are generated when the App is in background and it is necessary to advise agents about incoming calls to handle.

Q

Quality Analysis: Ai AI features applicable on Voice Recordings, to obtain transcription, sentiment analysis and post-call analytics

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

Queue Manager: Installable plugin that enables agents to choose which queue/phone service to log onto

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

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

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

Real-time Translator: translation Translation feature for messages on textual channels in realtime. Agents will be able to translate incoming and outgoing messages during text conversations via SMS, WhatsApp, Chat and Open Channel. Real-time Translator is also available for voice channel, as plugin

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

S

Schedulease: Plugin which provides tools to handle automated groups of actions on XCALLY machines. It’s possible to execute different types of API requests, custom unix commands or scripts, close channels interactions based on specific conditions or execute databases queries optionally saving them as a report

Scheduler: Section where you can schedule an automated extraction of default or custom reports available in Analytics

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

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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 credentialsXCALLY 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

Softphone: Software-based phone application integrated with XCALLY, enabling voice communication over the internet

Sound: Audio file that can be used within the entire Motion system, for example, in the Cally Square IVR projects or queues for periodic announcements

Supervisor: User role responsible for monitoring agents, managing queues, and ensuring quality service delivery

T

Tag: keyword or label used to categorize information, for example to tag contacts in Contact Manager (to easily filter contacts based on a specific interest) or to categorize interactions

Team: Group of agents organized within XCALLY to handle specific queues or interactions, facilitating workflow management

Template: Predesigned HTML layout that can be customized, easily adding images, links and apply styles to your text. You can also use variables in your template to customize the content with the values you need. A template can be used e.g. to customize the Motion Phonebar popup to display caller data for agents. Instead for WhatsApp Connector, template is a model that Meta or Kaleyra Providers has to approve to send outbound campaigns

Time Interval: Defined periods during which specific actions or campaigns are allowed to execute, aiding in scheduling and operational efficiency

Token: the The ID generated by the licensing system at startup, or any change occurred, to your particular installation

Trigger: Predefined Rules invoked when there is an incoming call or textual interaction. Triggers are made up of set of conditions and corresponding actions that automate workflows or responses within XCALLY

Trunk: Virtual SIP connection between XCALLY and telephony providers, enabling voice communicationphone system and a VOIP provider for inbound and outbound calls

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

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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 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

V

Variable: Container with a name and a value. Variables can be used to access information about Omni Channel Interactions

Voicemail: System allowing callers to leave voice messages when agents are unavailable, ensuring customer inquiries are captured

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