Graia CCaaS Glossary

The following table explains abbreviations and terms used within the Graia documentation, the portal and / or the Graia CCaaS Agent and Supervisor interfaces.

Ad-hoc Outbound	Agent-initiated individual calls, emails, or chats to customers outside of a Campaign context.
Agent	Agents are customer service representative personnel who engage the customers via a Conversation to fulfill their business requests (inbound Conversations) and/or the call center's business tasks (e.g. outbound Conversations). The term also might refer to the Graia software component that the Agents use to perform their duties ('Graia Agent application', 'Agent site', etc.)
Agent Application	The Agent facing website of Graia providing the UI elements to consume its feature set.
Agent Assist	AI-powered real-time suggestions and summaries for agents during voice conversations, providing context and recommended responses.
Agent States	Agent States control whether the system can assign Work Items to Agents.
Agent Workspace	Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc.
Announcement Bundles	These are a set of voice audio files uploaded to the Portal in a ZIP package format. These get played back to the customer at various stages during their voice call, for example while waiting in a Queue.
Attribute	Attributes are properties used for making Conversation Routing decisions. The word 'Skill' used in this documentation or on the product interfaces is just a reference to properly configured Attributes.
Barge-In	A Supervisor feature providing the option to participate in an ongoing customer-Agent Conversation as an equivalent 3rd party. Both the customer as well as the Agent hear (voice) or see (chat) the Supervisor.
Blind Transfer	A feature that transfers a customer to another agent without prior consultation or announcement.
Bot	A software service that can interact with customers to collect or provide business information before (or in place of) the Conversation being routed to a human Agent.
Bot Step	A node in a Workflow where a Bot is used to interact with a customer.
Break Code	A named reason an Agent chooses when going on break, such as Lunch or Training. Admins configure break codes, optionally with a duration after which the agent becomes available again, and can limit them to business units. '(Blank)' is the default break code.
Business Entity	An area of the Portal that access can be granted to, such as Users, Agents, Customers, Campaigns or Voice. A Role gives Read, Update, Create or Delete Permissions on each business entity, which decides which Portal menus a User sees and what they can change there. Formerly called Resource.
Business Hours	A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab. Workflows check them to decide what happens to a conversation outside opening hours, for example playing a closed message.
Business Unit	A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. Agents are only offered conversations from channels in their business units, and only see the customers, contacts and settings of their business units. Having no business unit counts as the default business unit.
Callback	The ability to instruct a contact center to reach out to a customer to solve a particular business case. In contrast with the customers having to wait in queues to do the same. Graia offers a vast array of callback features and resources.
Campaign	A preset list of Campaign Records the system should reach out to via a designated Channel as soon as possible. Currently available in preview and predictive modes as well as providing the Callback capability, and is targeting the voice Media.
Campaign Custom Data	Any custom field in the Campaign Record upload file on top of the phone numbers or names.
Campaign Record	An entry in a Campaign, designating a single Customer. Campaign records can have Campaign Custom Data fields that are presented to the Agent, but are not necessarily part of Customer Custom Data fields.
Campaign Task	A Work Item or Task assigned to an Agent within the context of a Campaign. A Campaign Task is generated for a single Campaign Record when it is associated to an available Agent, who is associated via Attributes.
Campaign Template	A CSV file representing Campaign Records Graia will need to reach out to when the Campaign is started. Administrators and supervisors can download it from the Portal, populate with customer contact details such as phone numbers, and then upload for the system to process.
Capability	In order to match Agents to inbound Conversations, Attributes are set up with arbitrary values to designate Capabilities.
Case Management	A system feature for tracking and organizing unique customer business cases and related interactions.
Categorizer	A Bot feature that automatically categorizes conversations based on content and customer intent.
Channel	A Graia resource that allows inbound Conversations via a particular Media to be served by a host of different Participants, like Bots or human Agents.
Click-to-dial	Starting a call by clicking a phone number in another application, such as Dynamics, Salesforce or ServiceNow through the CRM Connector. The call is placed through Graia and linked to the customer record.
Completion Codes	Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes. Also called Disposition Codes or Work Item Codes.
Conference	A voice feature that enables a three-way conversation between a customer, an agent, and another party (such as a supervisor or external contact).
Confidence Threshold	A configurable setting that determines the minimum confidence level for automated bot decisions or actions.
Consultation	A voice feature allowing an Agent to privately communicate with another Agent or party before transferring a customer.
Contact Record	A set of data representing a Customer. It is searchable, editable in the Graia Agent application via the Directory.
Conversation	Whenever a customer is connected to a Channel, a Conversation is started and is closed when this connection is finished. A Conversation encompasses the actual dialogue portion of the engagement between the Customer and the system, including the phase when a Bot, and/or a human Agent is added.
Conversation Summary	An AI-generated automatic summary of key discussion points and decisions made during a Conversation.
Conversational Bot	A Bot powered by natural language processing that can understand and respond to customer inquiries in a conversational manner, often using LLM technology.
CRM Connector	An integration feature that connects Graia with external Customer Relationship Management systems for data synchronization.
CSAT (Customer Satisfaction)	A score the customer gives at the end of a conversation, collected by the Customer satisfaction node in a voice or chat Workflow. CSAT scores appear in historical report insights and conversation exports.
Custom Data	Additional custom fields or attributes attached to a Work Item, Campaign Record, or Contact Record for storing and using business-specific information.
Custom Integration	A Workflow Node that sends the conversation's workflow data to a third-party service (URL and API key) and continues based on the response, for example to look up a customer in a CRM. Requests can take up to 10 minutes.
Customer	An external Participant that is initiating the inbound Conversations, or is the recipient of Outbound Conversations, established to achieve a business goal.
Customer Custom Data	Any additional custom field on top of the standard name and contact point fields.
Dashboard	A visual overview display in the Agent Application or Portal showing real-time metrics, KPIs, and system information.
Data Retention	Administrative configuration that defines how long conversation records, transcripts, and associated data are stored.
Directory	The contact list in the Agent Application for transferring, consulting or starting conversations. It groups Customers, Agents, Channels and Queues, Corporate contacts (Contact Directories created by admins and supervisors) and Internal contacts from the organization's Microsoft Entra ID.
Disposition Codes	Another name for Completion Codes: short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. See Completion Codes.
Do Not Call List	A list of phone numbers that campaigns and outbound calls must not dial, to comply with regulations and customer wishes. It is kept per tenant, and business units can add their own entries. Integrators can update it through the public API.
End Reason	The reason a Conversation ended, recorded for reporting, e.g. Default, CustomerDisconnected, Abandoned or CallbackRequested. BI reports use it to count a call as handled or unhandled. The full list is in the OData feed definition.
Entra ID (Azure AD)	Microsoft Entra ID, Microsoft's directory and sign-in service, called Azure Active Directory until 2023. Graia signs in agents and administrators through it, and the Directory's Internal contacts come from it.
EWT (Estimated Wait Time)	The projected time a customer will wait in a Queue before being assigned to an available Agent.
Historical Reporting	Analysis and presentation of past interaction and performance metrics over longer time periods.
Hold Music	A media file specified by Administrators to be played to the customers in a voice call while they are put on hold by agents.
Holiday Management	Administrative configuration for designating non-working days and dates when the system should not route conversations or route them based on the workflow configuration.
IVR (Interactive Voice Response)	The automated part of a call before an agent answers: menus, announcements and keypad or speech input. In Graia, the IVR is built as a voice Workflow.
Knowledge Base / QnA Bot	A knowledge management system with AI bot capabilities to automatically answer common customer questions.
Language Profile	A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation). It also sets which language features it can be used for, such as call, chat or email translation, transcription or Workflow TTS, plus key phrases and translation corrections.
Live Translation	Real-time bidirectional voice translation between a customer and agent, enabling multilingual conversations.
LLM (Large Language Model)	An artificial intelligence model trained on large amounts of text data that can understand and generate human language, used in advanced Bot and AI features.
Lookup	A mode of the Agent Application to browse the customer database, conversation history, run a script or initiate an outbound conversation to a customer or other party.
LWT (Longest Waiting Time)	The waiting time of the conversation that has been waiting longest in a Queue. Shown with SLA and the number waiting in the Agent Application header bar and in real-time reports.
Media	A communication realm Graia provides the means to utilize for Interactions between customers and Agents. Webchat, various Social providers, Voice and Email are the main types of media.
Mobile Agent	A simplified version of the Agent Application for front-line agents away from a desk. It lets them take inbound customer calls on their mobile phone and see their voice task history.
Monitor	A Supervisor feature providing the option to silently monitor an Agent-customer Interaction. Neither of those parties is aware of the Supervisor's presence.
Nuisance Call	A predictive campaign call that the customer answers but the system can't assign to an agent in time, for example because the queue timeout is reached, so the call ends. Depending on the campaign's Nuisance call treatment, the record is postponed and switched to Preview Dialing, or cancelled.
OData Feed	Graia's reporting data feed: statistical tables on conversations, agents, queues and campaigns. The Power BI Template reads it, and developers can use it for their own BI tools. Data is kept for the tenant's retention period.
OOH / IOH (Out of Hours / Inside of Hours)	Whether a conversation arrived or was handled outside (OOH) or inside (IOH) the channel's Business Hours. BI reports count OOH calls and chats separately and show IOH and OOH durations for emails.
Participant	A contributor or 'party' in a Conversation. The customer, Agents, Bots, called external consultation contacts and Supervisors can be Participants in a Conversation. For example, when a customer is talking to an Agent, both of them are Participants of this voice call. If during this call an Agent calls an external consultant and sets up a Conference, then all 3 of them are Participants of the Conversation.
Permissions	A fixed set of Create, Read, Update and Delete controls associated to Roles, that govern in what way a Business Entity is made available to a User.
Portal	The administration web interface of Graia, accessible to privileged users.
Postpone/Reschedule	Campaign feature allowing administrators or agents to defer scheduled outbound contact attempts to a later time.
Power BI Template	A ready-made Microsoft Power BI report file (.pbit) published by Graia. It connects to the tenant's OData Feed and contains the BI Reports pages (calls, chats, emails, queues, agents and more).
Predictive Dialing	An automatic system feature that dials customers based on algorithms and agent availability to minimize idle time.
Preview Dialing	A Campaign dialing mode where the agent sees the Campaign Record and the customer's task history before starting the call themselves. Predictive campaigns fall back to preview for some records, such as rescheduled or nuisance calls.
Quality Monitoring	A Supervisor feature allowing review, evaluation, and coaching of Agent interactions for quality assurance purposes.
Queue	A group of agents designated by their Attributes, and a set of properties governing the Queueing process. Represented by a Workflow Node.
Queue Position	A customer's place or ranking in a Queue, often communicated to the customer as part of Queue Treatment.
Queue Timeout	The longest time a conversation can wait in a Queue. When it is reached, the conversation leaves the queue through the workflow's timeout output (QueueTimedOut), for example to move it to a priority queue.
Queue Treatment	A set of features to manage Conversations waiting in a Queue for one of the qualified Agents to become available.
Queueing	The process by which a service like a Workflow assigns a Conversation to one of the qualified Agents.
RBAC	The Role Based Access Control mechanism allows detailed control on who and to what extent can access the Graia portal. It is based on default and custom Roles associated to various Business Entities with a set of Permissions.
Real-time Metrics	Live performance indicators and agent statistics displayed in the Agent Application or Portal as conversations occur.
Recording	A capability to capture and store voice calls for quality assurance, compliance, and training purposes.
Reporting	The feature of presenting data on Conversation, Agent state and other processes happening in the contact center. It covers the real-time as well as longer term trend analysis on these.
Resource	Former name for a Business Entity: an area of the Portal, such as Users, Agents or Customers, that a Role grants Permissions on.
Roles	Default or custom created objects containing a set of Permissions to associated Business Entities. Within RBAC, Permissions are not assigned to Users directly, but via Roles instead.
RONA	Redirect On No Answer, an Agent State the system puts Available agents into when they do not take conversations offered.
Routing	The process of identifying what should happen to a Conversation while it traverses the call center. For an inbound Conversation for example, parameters such as which Media it arrived from, which Channel, Workflow should it be associated to, which Participant to associate, what Attributes are needed, etc. are all part of the overall Routing service.
Routing Modes	The methods by which conversations are assigned to agents, either automatically (system-based on attributes) or manually (agent-selected from queue).
Screen Pop	An automatic display of relevant customer information in the Agent Application when an inbound call or interaction arrives.
Script	Guidance text and workflows provided in the Agent Application to help standardize agent responses and information collection.
Scripting	The use of a predefined set of guidance information for Agents to formalize the dialogue with the customers. It helps make sure the right information is collected from and provided to the customers.
Segment	A Segment is part of a Conversation and represents a continuous dialogue between a customer and a Participant. A Segment is closed when the communication with the associated Participant is closed.
Sensitive Data	Data collected by a Custom Question workflow node marked as sensitive, such as a social security or insurance number. It is not stored readably in reports or logs, and other nodes can't use it unless its variable name is added to a Custom Integration or JavaScript node.
SIP Header	Extra information carried with a voice call between phone systems (SIP is the protocol used for internet telephony). Graia can add custom SIP headers with workflow data to outbound and redirected calls, and controls which number the called party sees.
Skill	A reference to Attributes that are associated to Agents to handle inbound Conversations.
SLA / Service Level	The share of conversations answered within a Queue's service level threshold time, as a percentage: (answered within the threshold ÷ offered) × 100. Conversations abandoned before the abandoned threshold time are left out.
Snippet	A tiny HTML/Javascript code that customers embed in their website, that in turn loads the full Widget from Graia's worldwide content delivery network.
Staffed Agent	An agent who has the Attributes a Queue requires, so the queue can offer them conversations. Queues can reject or redirect new conversations when no staffed agent is logged in (NoStaffedAgentLoggedIn) or available (NoAvailableStaffedAgent).
STT (Speech-to-Text)	A technology that converts spoken audio into written text, used in voice conversations for transcription, bot interaction and translation.
Supervisor	A person supervising Agents. Can access supervisor features on the Graia Agent app – e.g. barge-in, real-time supervisor metrics, etc.
Task	Another name for a Work Item: a voice, chat or email conversation an Agent handles in the Agent Application.
Task History	A list of an Agent's past Tasks in the Agent Application, 7 days by default, filterable by media, direction and media-specific details such as email subject or phone number. A customer's task history is also shown with their customer details.
Task List	A list of the Agent's Tasks, shown on the left side of the Agent Application.
Task Manager Panel	A section of the Graia Agent app that is used to enter Disposition Codes and other business information before closing a Work Item whose Conversation was already completed.
Team	Coming soon: A set of Agents and/or Supervisors within a tenant, to fine tune reporting and other capabilities.
Transcript	A written record of a Conversation between a customer and an Agent, capturing the dialogue and interactions.
Transfer	A feature that moves an active conversation from one Agent to another entity.
Translation	An AI-powered feature that converts conversations from one language to another, enabling multilingual support.
TTS (Text-to-Speech)	A technology that converts written text into spoken audio, used in voice channels for bot responses and announcements.
User	A person with an administrator responsibility, having some kind of a permission to access the Portal.
Wallboard	A real-time display dashboard showing agent and queue performance metrics for supervisors and management.
Wallboard Feed	A real-time data feed of queue, channel and agent KPIs, built for wallboard displays. Integrators can also read it through the realtime reports API.
Web Call	A voice communication initiated through a web page or widget, allowing customers to have voice conversations with agents.
WebRTC	Web Real-Time Communication: browser technology that lets agents make and take calls directly in the Agent Application with a headset, without a desk phone or Microsoft Teams. WebRTC calls can be auto-answered.
Whisper	A Supervisor feature providing the ability to talk to (voice) or chat with (chat) the Agent of an ongoing Conversation. The customer is not aware of the Supervisor's presence.
Widget	A HTML webchat interface customers can tweak and embed in their own corporate webpages to offer chat services to their web visitors. See Snippet.
Work Area	The primary display area in the Agent Application where the active Conversation with a customer is displayed.
Work Item	Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. Inbound work items originated by the customers or the system are routed to qualified and available agents. Ad-hoc outbound work items are launched by the individual agents themselves and delivered to particular customers. From a reporting perspective, a Work Item is created as soon as a Conversation is associated to a human Agent and it is closed as soon as this Agent closes it in the Graia Agent app's Task Manager panel.
Work Item Codes	Another name for Completion Codes: short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. See Completion Codes.
Work Item Data	A data container set up to collect information of a Conversation. These data can be used to steer routing decisions in the Workflow, alter Scripting, and to store for Reporting purposes.
Workflow	Workflows are an extremely flexible way to control how customer Conversations are handled by Graia. A workflow can be used for more than one Media.
Workflow Campaign	A Campaign orchestrated through a Workflow that automates the execution of outbound contact attempts.
Workflow Node	An element of a Workflow with all its configuration to perform certain actions based on conditions.
Workflow TTS	Text-to-speech for announcements in voice workflows: instead of uploading WAV files, admins type the message and it is spoken in the customer's language, using a Language Profile with the Workflow TTS feature (Azure or ElevenLabs voices).
Wrap-up	Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed.
Wrap-up Timer	An optional time period administrators can specify at the end of a Task. When expired, the task closes automatically, putting the Agent into available or break state.