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.

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.

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.

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.

Scorecard

The skills and checks your calls are scored against.

AI Coaching

AI customer

The AI that plays the customer in a practice call.

Journey

A guided learning path of lessons and practice.

Share link

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

XP

Points you earn by practising.

AI Voice Agents

Campaign

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

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.