• All Files

 

Page Details: Terminology Settings

OverviewClosed

The inContact WFO Web Portal can be customized with terminology used in your operating environment (for example, you may refer to an "agent" as a "CSR").

This topic explains the fields that can be customized on the Terminology Settings page.

For more information, see Configuration & Settings Overview.

Switch Type
Provides a drop-down list of common ACD/PBX hardware manufacturers: eOn, Alcatel, Aspect, Avaya, and Custom. You can make a selection from this list and inContact WFO will auto-populate the terminology names with terms common to that ACD/PBX. You can overwrite these defaults as needed.
Agent
Refers to the employees who staff your contact center (for example, Agent, CSR, TSR, Associate, and so forth).
Group
Refers to the group setting in your ACD/PBX (for example, hunt group, skill group, or labor group). This does not refer to the inContact Group.
ACD Gate
Refers to a call gate or queue setting in your ACD/PBX (for example: application, split, gate, and so forth).
Called Number (DNIS)
For inbound calls, refers to the number the caller dialed to reach you. For outbound calls, it refers to the number your agent dialed.
CallerID (ANI)
Applies to inbound calls only and refers to the number of the calling party as provided by the telecommunications carrier.
Device/Port ID
Refers to the device or "hardware" identifier in your ACD/PBX (for example, position ID, phone port, DN, or extension).
Agent Number (Device Alias)
Refers to an agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth).
Group Name
Refers to the inContact Group. For details, see inContact Groups Overview.
User 1- User 15
Refers to the custom data fields available in inContact WFO. If your system includes custom API integrations, it is common for data received from third party IVR, CRM, or ACD platforms to be inserted into these fields. If you use On-Demand, or permit users to edit call records, these users can type information in these fields directly. You can rename the fields to be more descriptive regarding the data they contain. Each of the User 1 through User 15 fields supports entries of up to 255 alphanumeric characters.

Related Tasks