Glossary

ACW (After-call work) - The length of time an operator evaluates a session that has just been 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)

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 representationof 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