Terminology Settings
Overview
The NICE Uptivity 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 labels that can be customized on the Terminology Settings page.
For more information, see Configuration & Settings Overview.
After making any changes to Terminology Settings, the system requires an IIS restart for the changes to be reflected.
- 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 Uptivity 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 QA 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 QA Group. For details, see QA Groups Overview.
- User 1- User 15
- Refers to the custom data fields available in Uptivity. 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 NICE Uptivity On-Demand, or permit users to edit call records, these users can enter 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.