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

A

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

Agent Profile: Feature to make the agent autonomous to connect to certain queues based e.g. on expected call volumes. With this solution, you can associate an agent to one or more Profiles (related to one or more queues) and when the agent logs into Motion, he/she can decide on which profile he/she wants to work

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

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

App Zone: Section where you can define the external applications (plugins) you want to use inside XCALLY Motion environment

ASR (Automatic Speech Recognition): Technology that converts spoken language into text, allowing IVR systems to process caller responses without keypad input

Asterisk: Core telephony engine, providing essential functionalities such as automatic call distribution, interactive voice response (IVR), call recording and monitoring, queue management

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

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)

B

Blacklist: List of contacts or numbers excluded from campaigns or interactions, often used for compliance or honoring customer preferences

Botify: Plugin makes it possible to build a bot 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

Canned Answers: Predefined responses agents use to reply quickly and consistently to common customer inquiries across various channels

Capacity: Limit on the number of concurrent interactions they can handle by a agent

Chanspy: Feature that allows supervisors to listen to agents' calls in real-time, whisper guidance, or join conversations for training and quality assurance

Click-to-Dial: Feature allowing agents to initiate a call by clicking a phone number in the system, streamlining outbound processes

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

Custom Dashboards: User-configurable interfaces displaying specific metrics, workflows, or KPIs tailored to individual or team needs

Custom Fields: User-defined fields in the contact management system for storing additional information relevant to customer interactions

D

Dashboard: Visual interface displaying key performance indicators, metrics, and data summaries for monitoring contact center operations

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

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 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

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

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

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

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

O

Omni Desktop Interface: Unified interface where agents manage communication channels, including voice, email, SMS, chat, and social media

Open Channel: Feature enabling the integration of external communication platforms, like social media or messaging systems, into XCALLY for unified management

Open Database Connectivity (ODBC): 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

Outbound Calls: Calls initiated by agents or automated systems to customers, often as part of campaigns or follow-ups

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

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

Penalty: Method to define the Agent Penalty to set his priority in the queue (low penalty value means high priority in receiving interactions). The penalty applies to agents.

Permissions: Configurable access rights assigned to users based on roles, defining their ability to view or modify different system components

Phonebar: Software application that allows agents to manage voice calls directly from their computer. Virtual phone interface for managing calls directly from the desktop or browser

Post-Call Analytics: Quality Analysis feature to estimate how the customer and agent have been feeling throughout the call

Priority: Method for ensuring that interactions in a queue are routed and handled before others according to their defined weight. The higher the weight of the queue, the higher the priority of the queue over the others. The priority applies to queues.

Provider: External service provider or telecommunication platform that is integrated into the system to facilitate communication and provide necessary resources for the contact center's operations

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 features applicable on Voice Recordings, to obtain transcription, sentiment analysis and post-call analytics

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

Queue Strategy: Strategy which defines 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

Real-time Translator: 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

Recall-Me Feature: Function that allows agents to set callback requests for reconnecting with customers at scheduled times

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 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

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

Trigger: 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: SIP connection between phone 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

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

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

Voice Recording: Functionality that enables the automatic or manual recording of voice calls handled within the platform. These recordings are stored for various purposes, such as compliance, quality assurance and quality analysis features

VoIP (Voice over Internet Protocol): Technology enabling voice calls over the internet rather than traditional phone lines

W

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