Glossary
Terms and abbreviations used throughout the documentation in alphabetical order.
Term / Concept | Description |
|---|---|
Agent | Human agent as defined in the CEC. |
Agent capacity | Work capacity. The number of simultaneous handoffs an Agent can be assigned to at a given moment in time. |
Agent slot | Agent capacity unit. |
ASD - Agent Average Service Duration | Average Service Duration calculated for each Agent - Intent pair based on historical data. |
ASL - Adjusted Service Level | An adjusted version of the nominal SLA value to incorporate priority related input for the pairing algorithm. The SLA is adjusted downwards (stricter) in case of higher priority intents or more important customers. |
CEC - Customer Engagement Center | Products/Platform that provide management of interactions between an organization and its customers. Covers the CRM and CCaaS spaces. |
Conversation | A series of messages and interactions exchanged between parties (customer, chatbot, human agent) on one or many communication channels. |
Customer | End-user engaging in a conversation with the customer support organization represented by chatbots and human agents. |
Customer profile | Customer details that are used in identifying the customer and for customer segmentation, a parameter used for handoff ranking. |
CWT - Current Wait Time | The elapsed time since the handoff was requested and the customer is kept waiting. |
ESD - Estimated Service Duration | The service duration used for calculating PWT for a handoff. Based on ASD/IASD for the predicted agent. |
Handoff | In generic terms, it represents the process of escalating a conversation and transferring a customer from the chatbot to a human agent. For SentioCX, it is the core building block for routing and business insights. |
HPT - Handoff Pairing Threshold | Configuration parameter for Opportunity to Pair (see below). It represents the minimum Rank value which makes a Handoff eligible for pairing. Below this threshold, the handofs are not paired, even if eligible available agents exist. |
IIR - Intent based Intelligent Routing | Routing algorithm that functions using intent based configuration for prioritization and pairing |
IASD - Initial Average Service Duration | Average Service Duration set by the user in SentioManager for each MediaFlow. Used until enough historical data is available, afterward ASD is used. |
Intent | The intent represents the goal or purpose that a customer has in mind when interacting with the CEC. |
Intent classification | The process to make an intent handoff-ready (required skills, urgency, importance, etc.). |
Intent deactivation | The automated process to temporarily keep customers in the chatbot when a handoff is requested with this intent while SLAs are not met. |
Intent importance | The importance associated with the intent, used in calculating the handoff rank during pairing. Part of Intent classification process. |
Intent priority | An aggregated value of intent urgency and importance, used in calculating the handoff rank during pairing. |
Intent reactivation | The automated process to resume handoffs for this intent when SLAs are met. |
Intent urgency | The importance associated with the intent, used in calculating the handoff rank during pairing. Part of Intent classification process. |
Interaction | Represents the actual CEC tangible artifact for a Handoff. Depending on the CEC vendor, it can represent a CEC interaction, ticket, case, conversation, etc. Multiple interactions may occur for a single handoff. |
Media | The type of channel the conversation takes place on (Web, Whatsapp, SMS, etc.) |
MediaFlow | A cluster of intents representing a business topic or domain. It is akin to the major flows in the chatbot design. It is the vehicle for defining SLAs based on business requirements. A Media Flow may differentiate between different conversation Media to define different SLAs per Media (a Web chat may have more stringent SLAs vs a social conversation). |
Nucleus | Core component in SentioCX platform which provides the customer - agent pairing. |
Nucleus Dashboard | Tool for visualizing pairing attempts and decisions, historically or in realtime. |
Overflow | The system state where SLAs are not met and automated self-adjusting mechanisms kick-in. |
OT - Overflow Threshold | Time interval, on top of SLA, admissible before the system enters overflow state. |
Opportunity to Pair | The mechanism for reserving agent capacity for higher value handoffs that are probable to occur in a given time frame. Configurable using HPT. |
Predicted agent | Pairing algorithm predicts that an identified agent will be assigned to the handoff when this exact agent will have spare capacity. |
PWT - Predictive Wait Time | The time a customer needs to wait before an agent with the right skills will be available. |
PWT updates interval | Interval for sending regular PWT updates, regardless on the magnitude of PWT changes. |
PWT updates threshold | The minimum magnitude of PWT change that triggers an immediate PWT update. |
Rank | The prioritization score computed by the pairing algorithm for each handoff, directly proportional with CWT, intent priority, customer sentiment and wait time. Unlike FIFO or Fixed Priority based queuing, SentioCX adjusts the rank continuously based on realtime input for each handoff. The PWT influences the ranking when adequate agents are not available. |
Reserve agent | On-call agent ready to intervene when SLAs are not met and system enters overflow state. |
Routing decision | The pairing decision for a handoff during a routing iteration. Informs about the actual decision (Pair delayed, Paired, Pair prediction) and the decision context. Exposed in the Nucleus Dashboard. |
Routing iteration | A run of the pairing algorithm with a result that includes decisions for every handoff which wasn't already paired. Exposed in the Nucleus Dashboard. |
SentioManager | Application provided by SentioCX product configuration and insights. |
Skill | Specific expertise, competence or capability possessed by one or multiple agents. |
Skill proficiency | The level of competence an agent possesses for a given skill. |
Skill routing weight | Specifies the skill importance during pairing. Given an intent and a set of agents with al the skills required by the intent, the pairing algorithm favors the agent with the highest proficiencies for the skills with the highest weight. |
SLA - Service Level Agreement | The maximum admissible wait time before a customer is paired with an agent. The SLA is configured on Media Flows. |
Tenant | Customer of SentioCX, with a dedicated account in the SentioCX platform, operated under multi-tenancy policies. |
User | User of the SentioManager application. Usually corresponds to a manager/supervisor role in the CEC. |