Explore in this page the main XCALLY keywords and terminology, useful to get started learning how to use the platform.
A
Additional phones: Multi-number feature that gives you the possibility to use multiple phones for a single contact
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
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
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
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
C
Call Transfer: Function that enables agents to redirect a call to another agent, queue, or external number during an interaction
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
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
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
Disposition: Labels or statuses assigned to interactions to categorize and describe the outcome or nature of the communication, aiding in analysis
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
Inbound Calls: Calls initiated by customers to the contact center, typically for support, inquiries, or complaints
IVR (Interactive Voice Response): An automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate agents or departments
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
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
P
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
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
Sentiment Analysis: Quality Analysis feature available only with AWS provider to inspect the call transcript text and returns an inference of the prevailing sentiment
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
Supervisor: User role responsible for monitoring agents, managing queues, and ensuring quality service delivery
T
Team: Group of agents organized within XCALLY to handle specific queues or interactions, facilitating workflow management
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: Predefined set of conditions and corresponding actions that automate workflows or responses within XCALLY
Trunk: Virtual connection between XCALLY and telephony providers, enabling voice communication
TTS (Text-to-Speech): Technology that converts text into spoken voice output, enabling automated verbal messages to callers
U
User Profiles: Predefined or custom roles assigned to users, such as supervisors, planners or administrators, defining their permissions and responsibilities
V
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
Wrap-Up Time: Time spent after a call to finalize notes or tasks related to the interaction