Glossary
Account is a single an isolated environment that has it own domain in one of the regions. One Salted CX customer can have multiple accounts. Data in different accounts are isolated and protected against tracking customers based on their contact information across accounts. There is no way to share data across accounts or report on top of these data in a single view.
Agent is a person, bot of other system in the contact center that engages with the customers during conversations.
Agent Status represents agent availability in the agent application. Agent Status indicates whether the customer can engage in customer conversations. Agent Status has a single value for one agent at the time.
Aggregation is an operation that takes a potentially large set of individual values and
Attribute is an enumerated value that you can use to filter or segment values of metrics. Attributes are orange in the metric editor. Attribute values are also limited to 100 characters.
Auto Score is a score that is provided by an automated service.
Block is a building block in a Form. There are many types of blocks that you can use to build a form.
Bot is a type of Agent which is a machine that is programmed or uses AI to engage in conversations with customers.
Canned answer is a prepared answer for certain situations that agents can use to reply to customers without having to type the response manually. Use of canned answers speeds up handling time and standardizes the conversation leaving less room for error.
Channel is the form of communication with the customer.
Contact is a one single phone number, email of other unique contact information that a customer uses to contact your contact center. Salted CX enables to associate multiple Contacts with a single Customer to communication in multiple channels into a single Customer Journey.
Conversation is a set of Engagements that relate to a single Customer request or issue. We do not specify the exact boundaries of Conversation and you can customize it based on your business case by providing any Engagements that are part of the Conversation the same Conversation ID. Read Conversation Structure article for more details.
Customer represents a single person that engages with the company in the contact center.
Customer Journey is a complete history with Conversations with a single Customer. Read Conversation Structure article for more details.
Dashboard is a canvas that can contain multiple visualizations. You can add filters to dashboards to show only subset of data. You can configure where users drill-down from visualiztions on the dashboard.
Data Set is a set containing the same type of items. Each item in the data set has the same attributes and facts. The Logical Model contains multiple data sets with relationships between them.
Dialer is a service or a tool that calls customer on behalf of agents to maximize the performance. The dialer connects agents to customers depending on implementation either from the beginning of dialing up to after the time when the customer is already waiting for the agent.
Direction is a direction in which a conversation started. We keep the same direction in every engagement in a single conversation. Directions are typically Inbound, Outbound and Internal.
Drill Down is when users click an aggregated metric and go to a dashboard report
Engagement is a single instance when a person of the company or a service in the company (such as bot, web, IVR) spends time handling the customer.
Entity is a light-weight data set that has only one attribute with 3 labels (PID, ID and Name) and no facts. Entities enable to easily rename items without breaking relationships that are defined using the PID of each item.
Enumeration is a special type of an attribute that has listed allowed values and cannot have different values. Over time we can enable more values to cover new use cases.
Fact is a elemental numerical value in any Data Set in the Logical Model. Facts can be used in calculations and aggregation. Facts are blue in metric editor. In a database and spreadsheet worlds a fact is a number in a single cell in a table.
Filter is used in insights and dashboards to show only subset of data.
Form is a series of blocks that can be answered during review to provide input.
Identity Provider is a service you use to authenticate and access Salted CX. You also use the Identity Provider to list permissions individual users have within Salted CX. Salted CX requires every customer to use an Identity Provider for managing access of users to Salted CX.
IVR stands for Interactive Voice Response and is used when customers phone to a contact center to ask them why they are calling and try to resolve their requests if possible. If not possible IVR at least categorizes calls before asking an Agent to handle it. In Salted CX IVR is not commonly used term. We use the term Menu to represent IVR and similar self-service methods in other channels.
Label is a visual representation of an attribute value. We use labels to have human readable names for entities that are often represented by PIDs that are hard to read for people. If there is the same label for different attribute values you can see in reports two exactly same labels for different buckets.
Logical Model is a way how all data are organized for users so they can conveniently understand them and explore them. Logical Model does not necessarily correspond in what physical shape the data are actually stored.
Menu is an universal name for an application or a service that customers can use to resolve their requests themselves. Menus provide customers with a list of choices they can choose from. Examples of Menu include phone IVR or web application that enables customers to move to next steps using buttons, etc.
Metadata are data that describe properties of items in the Logical Model. Metadata in Salted CX does not include PII that is stripped during the transformation process and replaced by Salted CX PIDs.
Metric is a formula that uses other metrics, facts and attributes to show a number that is relevant for measuring performance or other KPIs. You can use metrics to build insights and dashboards. Metrics are green in the metric editor and our documentation.
PII is an abbreviation Personal Identifiable Information. These are information that can be used to trace this information back to an individual person. In our environment these would be typically contact information such as phone numbers, email addresses, etc.
PID is shortcut for Permanent Identifier. This is an UUID identifier generated for every Data Set and Entity items. This is identifier specific for Salted CX and it is used to reference content in Salted CX. Once any entity is created the PID of that entity cannot be updated. We use PIDs also in web browser addresses to individual items stored in Salted CX.
Predictive Dialer is a dialer that calls customers even before any agent is available taking into consideration current engagements by agents (their current engagement time) and the average time it takes customers to pick up a phone. The predictive dialer tries to make sure that there is an agent who becomes available right when the customer picks up. If the customer picks up and no agent is available the customer typically has to wait for an agent to be available. This is unwanted situation and in some jurisdictions it is strictly regulated so the predictive dialer setup tries to minimize the number of these occurrences.
Preview Dialer is a dialer that calls customers on behalf of the agent with agents triggering the dialing with agents engaged from the beginning of the dial. This means that the agent listens to the dialing. This leads to extra
Progressive Dialer is a dialer that calls a next customer automatically without agent involvement minimizing any idle time between conversations. Similarly to Preview Dialer the agent listens to dialing before the customer picks up.
Region is a physical location for a data in an account. One account can be only in one region.
Segmentation is attributing a metric value to individual attribute values.
Self-service is a customer engagement that does not involve engagement of an human agent.
Turn is used in Logical Model to represent multiple different things depending on Engagement type.
Unlinked Contact is a contact information such as email or phone number that is not associated with the current customer. Salted CX can highlight unlinked contacts to encourage users to link them together.
User is a person using Salted CX or using a connected platform.
UUID is a long 128-bit Universally unique identifier format which we use for creating PID (Permanent Identifiers) for items and entities in our Logical Model. UUID can be random or it can be a deterministic hash of non-UUID value that serves as an identifier.
Visualization is a number, table or chart that shows one or more metrics optionally segmented by attributes. Optionally visualizations can be also filtered to include only items from Logical Model that have or don’t have certain attribute value. Visualizations can also be filtered by metric values to include only items that have the metrics value higher, lower or equal to a value or include only top or bottom several values. You can place multiple visualizations in a single dashboard to view data from multiple perspectives.