Glossary

General

AI agent

An AI that makes or answers phone calls in AI Voice Agents. In that product, “agent” always means the AI.

Agent

A person who handles customer calls. In Conversation Intelligence, agents are the people whose calls are scored.

Skill

One thing we score from 1 to 5 on a call, such as how well someone handles an objection.

Conversation Intelligence

AI agreement

How often your people agree with the AI’s scores. Shown as Strong, Fair or Needs calibration.

Blind review

A person scores a call without seeing the AI’s score first.

Call handling rule

A plain-language rule naming calls the first line should transfer.

Case study

A report on a set of calls, built around a goal such as call reasons.

Check

A pass-or-missed criterion on a call. It doesn’t count toward the score.

Contact reason

Why the customer called, grouped by topic.

Dispute

An agent’s objection to a score. A manager decides whether the score stands.

Evidence

The quotes from a call that led to a score.

Pattern

An objection, challenge or thing that works, found across scored calls.

Peer-adjusted lift

A score change beyond what untrained teammates did over the same weeks.

Queue

The phone line a call came in on.

Retention team

A team that handles the calls your call handling rules send elsewhere.

Scorecard

The skills and checks your calls are scored against.

AI Coaching

AI customer

The AI that plays the customer in a practice call.

Approved fact

A fact a team lead has approved for AI customers to use.

Freeze

Covers one missed week, so a streak carries on.

Journey

A guided learning path of lessons and practice.

Share link

A link that lets someone without an account try one practice call.

Step-up

An easier, same-level or harder version of a practice call.

Streak

Weeks in a row in which you reached your weekly goal.

Topic

A group of knowledge documents.

Weekly goal

The number of practice calls to complete each week, Monday to Sunday.

XP

Points you earn by practising.

AI Voice Agents

Calling window

The days and hours a campaign may call.

Campaign

A list of people to call with one agent, with its own calling hours.

Do not call list

Numbers your agents must not call.

Launch Gate

A check with simulated calls that an outbound agent must pass before a campaign can call with it.

Lead

A person a campaign will call.

Lead detail

A value for each lead that the agent can read out on a call.

Message

A request the agent takes for your team.

Optimizer

Suggests one script change at a time for a campaign, tested before it goes live.

Simulated caller

A test caller the Launch Gate uses to check an agent.

Voicemail message

What the agent says when it reaches voicemail.