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.

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 be referred 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 gets played back to the customer at various stages during their voice call, for example while waiting in a Queue.
Ad-hoc Outbound	Agent-initiated individual calls, emails, or chats to customers outside of a Campaign context.
Attribute	Attributes are properties used for making Conversation Routing decisions. The word 'Skill' used in this documentation or on the product interfaces are just references to properly configured Attributes.
Azure AD	Microsoft Azure Active Directory service used by Graia Teams CC customers for their own corporate directory uses. Graia authenticates both the agent and administrator users against this system. (Except for the Legacy Portal that is in the process of being decommissioned.)
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.
Business Entity	RBAC controlled software services, configurable on the Graia portal.
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.
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.
Capability	In order to match Agents to inbound Conversations, Attributes are set up with arbitrary values to designate Capabilities.
Confidence Threshold	A configurable setting that determines the minimum confidence level for automated bot decisions or actions.
Completion Codes	See Work Item Codes.
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.
CRM Connector	An integration feature that connects Graia with external Customer Relationship Management systems for data synchronization.
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).
Consultation	A voice feature allowing an Agent to privately communicate with another Agent or party before transferring a customer.
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.
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.
Custom Data	Additional custom fields or attributes attached to a Work Item, Campaign Record, or Contact Record for storing and using business-specific information.
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.
Disposition Codes	See Work Item Codes.
EWT (Estimated Wait Time)	The projected time a customer will wait in a Queue before being assigned to an available Agent.
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.
Historical Reporting	Analysis and presentation of past interaction and performance metrics over longer time periods.
Language Profile	Configuration settings that define language and localization preferences for agents and system interfaces.
Knowledge Base / QnA Bot	A knowledge management system with AI bot capabilities to automatically answer common customer questions.
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.
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.
Live Translation	Real-time bidirectional voice translation between a customer and agent, enabling multilingual conversations.
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.
Monitor	A Supervisor feature providing the option to silently monitor an Agent-customer Interaction. Neither of those parties are aware of the Supervisor's presence.
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.
Postpone/Reschedule	Campaign feature allowing administrators or agents to defer scheduled outbound contact attempts to a later time.
Predictive Dialing	An automatic system feature that dials customers based on algorithms and agent availability to minimize idle time.
Portal	The administration web interface of Graia, accessible to privileged users.
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.
Queueing	The process by which a service like a Workflow assigns a Conversation to one of the qualified Agents.
Queue Treatment	A set of features to manage Conversations waiting in a Queue for one of the qualified Agents to become available.
Queue Position	A customer's place or ranking in a Queue, often communicated to the customer as part of Queue Treatment.
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.
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.
Recording	A capability to capture and store voice calls for quality assurance, compliance, and training purposes.
Resource	Legacy term, see Business Entity.
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 of 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).
Scripting	The use of a predefined set of guidance information for Agents to formalize the dialogue with the customers. It helps making sure the right information are collected from and provided to the customers.
Screen Pop	An automatic display of relevant customer information in the Agent Application when an inbound call or interaction arrives.
Segment	A Segment is part of a Conversation and represent a continuous dialogue between a customer and a Participant. A Segment is closed when the communication with the associated Participant is closed.
Script	Guidance text and workflows provided in the Agent Application to help standardize agent responses and information collection.
Skill	A reference to Attributes that are associated to Agents to handle inbound Conversations.
Snippet	A tiny HTML/Javascript code that customers embed in their website, that in turn loads the full Widget from Geomant's worldwide content delivery network.
Supervisor	A person supervising Agents. Can access supervisor features on the Graia Agent app – e.g. barge-in, real-time supervisor metrics, etc.
STT (Speech-to-Text)	A technology that converts spoken audio into written text, used in voice conversations for transcription, bot interaction and translation.
Task	Synonymous to Work Items, see definition there.
Task List	A list of Tasks in the left side of the Agent Application the Agent is having.
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.
Transfer	A feature that moves an active conversation from one Agent to another entity.
Transcript	A written record of a Conversation between a customer and an Agent, capturing the dialogue and interactions.
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.
Team	Coming soon: A set of Agents and/or Supervisors within a tenant, to fine tune reporting and other capabilities.
User	An person with an administrator responsibility, having some kind of a permission to access the Portal.
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.
Wallboard	A real-time display dashboard showing agent and queue performance metrics for supervisors and management.
Web Call	A voice communication initiated through a web page or widget, allowing customers to have voice conversations with agents.
Workflow Campaign	A Campaign orchestrated through a Workflow that automates the execution of outbound contact attempts.
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 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.
Work Item Codes	Synonym for Disposition codes. A configurable set of short labels to tag each Work Item after a Conversation is ended. These codes can be used for Reporting.
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 Node	An element of a Workflow with all its configuration to perform certain actions based on conditions.
Work Area	The primary display area in the Agent Application where the active Conversation with a customer is displayed.
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.