> For the complete documentation index, see [llms.txt](https://docs.mluvii.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mluvii.com/en/helpdesk/glossary.md). # Glossary **ACW** (After-call work) - The length of time an operator evaluates a session that has just been completed **BCW** (Before-call work) - the amount of time the operator has to prepare for the campaign call (e.g. study the existing communication with the client), which will automatically start immediately after the countdown is completed. **Fallback** - a routing feature when the customer fails to meet the overflow conditions, the customer redirected back to the first group **Iframe** - Custom page embedded in an existing page (for example: Input / Output / offline form; Pop-up) **IVR** (Interactive Voice Response) - an automated telephone system that offers callers a predefined set of available operations from which the caller selects using the keypad **Icon** - graphic representation of a button **Visitor** - a user who is on our website but has not entered the queue yet **Tenant** - separate/autonomous departments within a single company **Button** - visual representation of *mluvii* buttons on a web page **Widget** - a command widget that determines the shape and function of a *mluvii* button on a website **Customer** - the user who has already entered the queue or has already had a session with your company --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.mluvii.com/en/helpdesk/glossary.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.