Glossary

An agent is a user of SCC with Agent (i.e. minimal) user permissions. For this trial, these users are termed agents regardless of the industry they are operating under, i.e. includes collector, advisor, interviewer, etc.

For details on user configuration, see Users

An administrator is a user of the SCC system with Super User permissions.

For details on user configuration, see Users

An outbound campaign is the operational component within SCC, usually related to a specific business objective, which is linked to a list as a supply of numbers to be contacted. Campaign Manager acts as an intelligent gateway between these lists and the dialer mechanism.

An inbound campaign is a set of configurations shared by one or more inbound queues.

For this trial, a customer is any user outside the SCC system, regardless of the context in which they are communicating, i.e. includes debtor, client, interviewee, etc

A layout is a set of widgets arranged and saved in a particular way

An outbound list contains all data about the customers including contact details and business data.

A queue is a holding container, with defined members and behaviour, for inbound sessions waiting to be distributed to agents. A queue belongs to a containing campaign and inherits its properties.

A script is a defined logical workflow that governs the progress of either

• an agent conversation. In this case, the script also defines what is shown within the Agent Workspace.
• an IVR menu
• a process sequence

A session is an interaction initiated on any media channel, either

• by SCC automatically
• by any user of SCC
• by a customer (provided it arrives within SCC)

A supervisor is a user of the SCC system with Supervisor permissions.

For details on user configuration, see Users

A step is a functional unit within a Scripter work flow., e.g. an agent screen, a database interaction, a call control function. Steps are connected to form a Script.

SCC can be installed centrally and deliver contact center services to many separate businesses (tenants) at once. Tenants are entirely separate in computing resources, data management and algorithm processing.

For the purposes of this trial, Sytel is the 'landlord', with access to system-level functionality.

A user is any user of the SCC system, regardless of permissions.

For details on user configuration, see Users

WebRTC (Web Real-Time Communication) allows audio and video communication to work inside web pages by allowing direct peer-to-peer communication, eliminating the need to install plugins or download native applications.

A widget is a separate 'app' of work functionality that may be loaded into the web portal workspace.