CXM Terminology

At CXM, we strive to provide our customers with a simple user-friendly interface that allows for quick integration into their environment. Still, there is some terminology used in CXM and referred to in our guides that should be explained.

Call(s) / Recording(s) / Call Recording(s) – These terms will be used interchangeably many times throughout CXM and our documentation. They refer to the file created during a conversation that was designated to be recorded.

Call Object(s) – Refers to one or more of the people or devices involved in a particular call recording. This includes Agents, Stations, Skills and others. These are used to track, identify, and allow users to access specific calls.

Agent – This refers to the person logged into a phone when a call is recorded. Depending on the integration type, the Agent and Station might share the same numeric Id and Name.

Station – This refers to the extension/device/phone used when a call is recorded. Depending on the integration type, the Agent and Station might share the same numeric Id and Name.

Path / VDN / Pilot – Different phone systems refer to call the call routing pieces by different names. CXM uses these terms interchangeably though most often referred to as VDNs.

Skill(s) – Depending on the phone system, this is most often referred to as a Queue or Skill. This is typically the final layer of call routing before an inbound ACD call is handled by an agent. When created in CXM, a Skill will be identified by the dialable hunt group number associated with the Skill in the PBX.

Account Code(s) – This refers to a CXM specific call object used in conjunction with CXM Record On Demand or CXM Conform to assign a specific code number to a recording. This is typically used to identify completed Sales or other specific types of calls. This makes searching and playing the calls easier.

DNIS – Dialed Number Identification Service. In CXM, this refers to a specific entry into the DNIS table that is used to identify a specific string of digits, attach a DNIS Name, and execute assigned actions.

Coaching – The collection of CXM components used for training, scoring, and evaluation of the agents.

Agent Portal – The set of components available for agents when logged into CXM.

Sampling (%) / Sampling Rate – The percentage of calls offered to an agent, station, or other call object that should initiate a recording.

UI / CXM UI – A simple abbreviation for User Interface refers to the site as a whole.