• A

  • Administrator
    The person who uses the Configuration Manager to configure the contact center's resources and behaviors. An Administrator can be the Primary Administrator with unrestricted access to all the configuration objects or a Role Based Administrator with full or partical configuration rights.
  • Agent
    Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.
  • Agent Console
    Virtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions.
  • Application Programming Interface (API)
    An application programming interface (API) defines the way an external program can request services from another program. See also, Virtual Contact Center Integrations.
  • Automatic Call Distribution (ACD)
    ACD uses the number called and programmable call distribution logic to route incoming telephone calls to agents with the skills necessary to efficiently process the interaction.
  • Automatic Number Identification (ANI)
    ANI identifies the origination number of a call offered to an Agent.
  • B

  • Billing Telephone Number (BTN)
    For customers with multiple separate telephone numbers, the BTN consolidates those multiple numbers under a single phone number for billing purposes.
  • C

  • Call Treatment Choice
    Refers to choices within a schedule which allows a time based selection of treatment choices when interactions enter a Virtual Contact Center tenant.
  • Caller Name (CNAM)
    An enhanced Caller ID feature that displays both the number and name for an incoming voice call. To provide the value-added CNAM service, the carrier uses the originating caller's phone number to locate the caller's name in the carriers' names database, then transmits both the number and name to the CNAM-enabled customer.
  • Calling Line Identifier (CLI)
    The intended display number of the calling party. In some network configurations, the CLI contains the calling party's Billing Telephone Number (BTN) or Charged Party Number (CPN) to be displayed instead.
  • Channel
    Phone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue.
  • Collaborate
    See Desktop Sharing.
  • Computer Telephony Integration (CTI)
    CTI allows data associated with an incoming call or chat request to be presented to the responding agent in real-time. Virtual Contact Center CTI typically presents this data as a "screen pop".
  • Configuration Manager (CM)
    The portion of the Virtual Contact Center application used by the contact center's administrator to define and configure the resources and operational behaviors of the center's tenant.
    The CRM API component of the Virtual Contact Center Integrations enables third-party processes to access the internal CRM data.
  • Custom Role
    An administrator defined role with custom privileges is called a custom role. Any role other than the system defined Super User role is referred to as the custom role.
  • Customer Relationship Management (CRM)
    The Virtual Contact Center CRM stores the contact center's customer, case, and follow-up data. Numerous third-party CRM products also exist. Two examples of third-party CRM applications are Salesforce and NetSuite.
  • D

  • Desktop Sharing
    If authorized, an agent can use the Collaborate Desktop Sharing feature to view and control a customer’s remote computer for purposes of providing assistance.
  • Direct Agent Access
    In an IVR script, direct agent access permits a caller to reach an agent directly rather than through skills-based routing logic.
  • E

  • Email Script
    A set of instructions that determine and direct the treatment and routing of an incoming email interaction.
  • G

  • Group
    A group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members.
  • I

  • Interactive Chat Response (ICR)
    Interactive Chat Response specifies the message sent in response to a new chat interaction.
  • Interactive Voice Response (IVR)
    IVR enables touch tones to guide customer interaction with the contact center. For example, an IVR script could direct a caller to Press 1 to be connected to Sales or Press 2 to be contacted to Support.
  • Intra Day Scheduler
    Refers to the functionality of the tenant that allows creating multiple recurring choices within a day.
  • IVR Script
    A set of instructions that prompts callers to choose options, then uses those choices to determine the optimal routing of an incoming phone interaction. See also, Interactive Voice Response.
  • O

  • Outbound Phone Codes
    Outbound Phone codes offer a means to set a specific calling line identifier (caller ID) and optional outbound queue for outbound calls from your tenant. Outbound Phone Codes also may be used to track the purpose of an outbound call.
  • P

  • Primary Administrator
    An adminstrator with unrestricted access to all the configuration objects in the Configuration Manager.
  • Q

  • Queue
    A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded.
  • R

  • Reporting API
    The Reporting API component of the Virtual Contact Center Integrations enables third-party processes to access statistical reporting data, and status information.
  • Responsible Organization (RespOrg)
    The entity that controls and maintains a phone number. Telephone carriers are the most common type of RespOrg. 8x8's provisioning department processes the RespOrg orders required to direct your contact center's phone numbers to your Virtual Contact Center client
  • Role
    A role defines a set of privileges to configure a Virtual Contact Center tenant. A role can be system defined or administrator defined.
  • Role Based Administrator
    An administrator who assumes a role with full or partial configuration rights to the Virtual Contact Center.
  • Role Based Management
    Role Based Management is the functionality of Virtual Contact Center that allows a tenant to distribute the configuration management functionality among multiple roles.
  • S

  • Screen Pop
    The Screen Pop component of the Virtual Contact Center Integrations enables third-party CRMs to display information in the Agent Desktop. See also, Computer Telephony Integration.
  • Service Level Agreement (SLA)
    A commitment to process some number of interactions within a specific period of time. Service Levels are generally defined as X percent of interactions answered within Y seconds measured over Z minutes. In the Configuration Manager, use a queue's SLA tab to generate an alert whenever interaction processing levels fall below a specified commitment level.
  • Skill
    A qualification that associates a particular queue to an agent.
  • Skill Levels
    For each agent, Virtual Contact Center uses high, medium, and low skill level identifiers to prioritize the distribution of interactions across the pool of available agents.
  • Status Codes
    The Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on.
  • Super User
    The system defined role with unrestricted access to configure all administrative areas of the Configuration Manager. Primary Administrator inherits the Super User role automatically. Multiple administrators can be assigned to the Super User role. Privileges to the Super User role cannot be edited or revoked.
  • Supervisor
    An agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise.
  • Support Center
    In Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page.
  • T

  • Tenant
    Your unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting.
  • Transaction Code
    The Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on.
  • Triggers
    The Triggers component of the Virtual Contact Center Integrations invokes a remote third-party process whenever an agent creates, deletes, or edits internal CRM record.
  • V

  • Virtual Contact Center
    A contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location.
  • Virtual Contact Center Integrations Suite
    An optional package containing the CRM API, Screen Pop, Triggers, and Reporting API components.
  • Voice over IP (VoIP)
    The use of the Internet Protocol (IP) to carry telephone calls.
  • W

  • Web Application Programming Interface (WAPI)
    Deprecated term for the optional 8x8 Integrations package.
  • Weekly Schedule
    Defines recurring day-of-week/time-of-day treatment choices. These are typically normal business hours. Schedules follow the defined weekly pattern unless superseded by date-specific Special Events.