Documentation

Glossary

Author: Łukasz Strumiński

Created: 2022-11-28. Updated: 2022-11-28.

Below you will find a glossary of the more important terms used in Thulium.

Administrator (or supervisor) - the person who manages the Thulium system and the work of agents.

Agent - a person who serves customers (making and receiving calls, handling emails and chats).

Execution alert - a time indicating that the deadline for execution of a request is approaching. Exceeding this time is indicated by a yellow dot.

Blind transfer - call forwarding without consultation (without talking to the person to whom the call is forwarded).

CC (from carbon copy) - people who get a copy of the message.

Black list - a list that includes numbers you do not want to contact. Calls from these numbers can be disconnected or forwarded.

Response time - the time in which you have to respond (answer) to the request, which is calculated from the date and time of opening the message. Exceeding the response time is marked on the list of notifications with a green dot.

Execution time - the time that informs you that the response to the request came too late - after the execution time. Exceeding the execution time is marked on the list of requests with a red dot.

Dialer - a service that allows agents to automatically set up outbound calls. The dialer sets up calls to customers and transfers the received calls to agents.

Dialer preview - the simplest type of dialer and works best in manual mode. The agent decides when to make the call and how much time to prepare for the call.

Dialer progressive - a more advanced type of dialer, it is possible to work in manual or automatic mode. The system sets up calls in real time to the agent.

Predictive dialer - the most advanced type of dialer, it is possible to work in automatic mode. The dialer establishes connections by predicting the availability of agents.

Special day - a day when the company works on other than standard business hours or it is a non-working day (such as holidays).

IVR tree (from Interactive Voice Response) - an interactive voice menu service. A customer calling the hotline will hear prepared messages and use the phone keypad to select individual menu items.

DTMF - (from Dual-Tone Multi-Frequency) the name of the tone signaling used in telephone equipment, used during numeric dialing in IVR or queuing.

Operating Hours - a module that allows you to specify during which hours each communication channel (hotline, campaign, chat, notifications) operates.

Hotline - handling incoming calls.

Campaign - organized (usually also automated) handling of outbound calls.

Campaign card - a card displayed to the agent when running a campaign containing customer (record) data. Among other things, the agent has the ability to set the status of the call or add a note.

Chat queue - a place where customers wait in a certain order for a chat conversation with a free agent.

Phone queue - a place where calling customers wait in a specific order to be connected to a free agent.

Submission queue - the place where customer emails go.

Campaign sequence - a parameter related to campaigning, determines in what order campaigns are carried out.

SIP account - a phone account that allows you to make calls over the Internet (e.g. IP phone, VOIP gateway).

License - allows the user to access the system. The number of licenses purchased indicates the number of people simultaneously logged into the system.

My record - the status of a record in the campaign, by selecting this status the agent assigns the record to himself and sets the date of re-contact.

Waiting music - the music the customer will hear while waiting for a call from a free agent.

Agent number - the number by which the agent is uniquely identified in the system.

Callback - a module that allows you to call back a customer who has failed to connect to a free agent. It is possible to make the callback information appear as a new notification informing about the missed call.

VOIP operator - Internet telephony operator.

Parity - a parameter that determines the number of calls made from a given campaign. It determines in what ratio calls will be made in multiple campaigns with the same order. With this we can set that, for example, for every call from campaign A there will be three calls from campaign B.

Pause (or break) - the break the agent is on, it is possible to set breaks separately for each communication channel.

Custom field - a field where you can enter additional information to expand your knowledge about your customers.

Incoming call - a call that has "fallen" into the queue and is waiting to be answered.

Offered call - a call that is offered to the agent (the phone rings for him), such a call may eventually be answered or not answered.

Call Answered - a call that has been answered by an agent as part of an offered call.

Missed call - a call that was not answered by the agent as part of the offered call.

Dropped call - a call that was waiting in the queue and was disconnected by the customer.

Call abandoned with choice - a call that was waiting in the queue and the customer chose the available option under the number to call him back, for example.

Agent priority - determines the importance of the agent in the queue. The priority value can be from 0-5, where 0 means the highest priority.

Request priority - the importance of the message. Priorities show you whether the requests are processed within certain times - exceeding the individual response times is indicated by colored dots on the list of requests (blue, green, red and yellow dots).

Call routing - proper routing of an incoming call. Calls can be routed to defined queues, IVR tree depending on working hours and available agents or disconnected.

User Assignment - adding a user as a person handling (dealing with) a given queue. Such a person in the system is an Agent. Agents can be assigned to several queues at the same time. Example: an agent assigned to a hotline queue will get phone calls when someone calls this hotline.

Message Rule - a rule specifying which queues messages will be directed to depending on the subject, message content or e-mail address.

Role - parameter which allows to group users and grant them a set of rights (access to bookmarks).

Outbound call routing - an extended module responsible for proper routing of outbound calls.

Service level - the ratio of the number of calls received at a given time to incoming calls. It is calculated according to the formula: LPO/LPP * 100%, where LPO - the number of calls received before the defined threshold, LPP - the number of incoming calls.

Service level of agents - the ratio of the number of calls received at a given time to incoming calls per agent. It is calculated according to the formula: LPO/LPP * 100%, where LPO - the number of calls received before the defined threshold, LPP - the number of incoming calls.

Redirection shortcuts - a shortcut that allows you to perform a quick transfer (transfer) of a call without consulting a queue or phone number. Redirection icons are located in the Thulium Agent application and are active only during a call.

Sneak-peek - preview of the content of the message typed by the customer in the chat.

Campaign status - a status indicating the result of a conversation conducted within a campaign, e.g. "Do not call".

Quick transfers - a shortcut that allows you to perform a quick transfer (transfer) of a conversation without consulting a queue or phone number. The forwarding icons are located in the Thulium Web Softphone application and are only active during the call.

Tags - simple keywords describing the main meaning of, for example, a message or conversation, which make it easier to later search for information of interest.

Conversation topics - additional information that allows you to specify the subject matter during a conversation (on the hotline) with a customer. During or after the call, the agent can include additional information regarding, for example, orders placed by the customer.

Thulium Web Softphone - a basic tool for agents, it is a built-in application in the Thulium panel that allows making phone calls in queues and campaigns. Its application does not require the use of hardware phones.

Transfer with consultation - redirection of a phone call to another consultant. The other consultant the person receives the call, we can talk to him (e.g. provide details of the call) and only connect the caller.

Manual work mode - in this mode, the agent can determine himself when he will make the call and manually dial the number he wants to call.

Automatic mode - in this mode, the agent has no influence on making an outbound call in the campaign, he is automatically connected to the customer by the system.

Permission - access to individual tabs and modules of the system.

User - a person with access to the system e.g. administrator, agent.

Wallboard - an interactive board on which indicators of the work of the entire department are displayed, e.g. the number of customers waiting in line. Usually displayed on a TV.

Queue validity - determines the validity of the queue. It can take values from 0-5, where 5 means the most important queue, i.e. the one to whose calls the agents will be assigned first.

Click2contact widget - an add-on that allows you to place chat/call/messages on your company's website.

Wrap-up - the amount of time (expressed in seconds) that an agent has after the call ends, for example, to complete customer information or make a note.

Reporting - the issue that the customer has reported . Its source can be, for example, an e-mail, a phone call, an SMS and a form on www.