Auto Disposition: End-of-call outcome is automatically assigned. When enabled, a disposition is assigned to the wrapper script in the ACD. Also referred to as Auto Dispo.
Cart (Shopping Cart): Guided Interaction component that keeps a running tally and total of purchases.
Checkbox [field type]: A Guided Interaction field that permits the user to select one or multiple choices.
Cloning: The act of copying workflows and guided interactions for fast replication.
Commflow: Legacy term for a WorkFlow. Controls the routing of tasks and data through the SC WorkFlow module.
Conditions: Any numbers of rules that can be applied to a field within a guided interaction. Examples include: Visibility, Validity, Mirroring.
CSV (comma separated values): File type which allows data to be saved in a table structured format. Commonly referred to as comma delimited text files.
Custom-Standard Field: Unnamed fields within a guided interaction that you customize and designate as standard for that guided interaction only.
Deployment: Putting a workflow into action. Each deployment has a unique token and each script pop is a different deployment.
Disposition: The outcome of a call.
Disposition Group: To make managing large amounts of dispositions easier, these are collections of multiple dispositions that can be added to a guided interaction. Not all individual dispositions need to be part of a group. Also referred to as Dispo Group.
Disposition Tag: Additional info that can be added to an individual disposition for tracking and reporting in SC Analytics. Common Dispo Tags are Sellable, Non-Sellable, Saved. Only one tag can be assigned to each disposition.
Dynamic SKU: SKU data that is populated into a Guided Interaction from an integration via a button action
Dynamic Text: Text fields that will auto-populate and change, or text that is visible or hidden depending on input from other parts of the script, or directly from an outside source.
Embed: Sets the Partner and Parameters for a workflow.
FAQs (Frequently Asked Questions): An optional add-on to any guided interaction, they provide on-demand information that agents can relay to the consumer during a call.
Field: Any component used to capture information in a Guided Interaction. Common fields include: Name, Address, Date Input, etc.
Field Conditions: [see Conditions]
Field Label: [see Label]
Field Mapping: Ensures that all of the data from the call is reported back into SC Workflow and onto the Session Details grid for proper reporting.
Field Value: [see Value]
Flat File: File type similar to a CSV (one record per line), but there is no delimiter. Usually each field is a specific length of characters. Parsing is not as simple as CSV.
Graph Editor: SC WorkFlow’s location for viewing all of the slides of any guided interaction.
Guided Interaction: The customized script that an agent uses to navigate through the call.
Integration: A tool (i.e: CRMs, data warehouses, legacy reporting systems) and services (i.e.: credit card pre-auths, tax lookup, ID verification) that allows you to transport workflow data to and from external web services and locations. Any time there is any data that needs to be imported into a workflow, or any data that needs to exported from the workflow, an Integration must be used.
Label: The default name of a field and what is shown to the agent during a call. It is always recommended that fields be re-labeled with a unique name when added to a guided interaction.
Markdown: Plain text formatting used in SC WorkFlow.
Mirroring [field condition]: Condition that can be added to a field that allows agent input from one field to appear in (an)other designated field(s) within the same guided interaction.
Parameters: Used to feed data into the workflow, which can then be used for reporting.
Partners: SC WorkFlow location to create and manage Partner contact centers to which you will federate guided interactions. SingleComm allows you to manage guided interactions centrally and to distribute them via federation to other contact centers regardless of the underlying ACD (Amazon Connect, Mitel, Genesys, Cisco, InContact, etc.,) that the Partner contact center uses.
Persistent Panel: Custom component that can be added to a guided interaction. Anything placed within the Persistent Panel will be visible on the right-hand side of all slides throughout the call.
Quantity [field type]: Guided Interaction field type that accepts only numerical characters. Can be mirrored directly to a SKU within the Cart.
Radios [field type]: Guided Interaction field type that allows a single answer selection from the presented choices.
Script: This term describes the agent-facing portion of the guided interaction that they see onscreen during a call. Legacy term for the guided interaction.
Script Node: The guided interaction portion of the workflow.
SE (Scripting Engine): Legacy term for the SC WorkFlow platform.
Session Field: Added at the workflow level, every field within the guided interaction must be mapped to a corresponding session field for proper reporting.
Sessions: Individual instances of use of the guided interaction. Every script pop = new session.
SKU (Stock Keeping Unit): Unique alphanumeric codes assigned to products to aid in accurate reporting and record keeping.
Slide: A building block that makes up a guided interaction. Slides are configured by action type and can be connected (branched) to one another by any number of conditions.
Standard Field: Any Guided Interaction field that adheres to a SingleComm-approved naming convention. When a field is designated as one of the available Standard Fields, it will be auto-mapped at the workflow level. Examples include: Bill Address, Cart, Ship Name, etc).
Sticky Slide: Legacy term for the Persistent Panel.
Users: SC WorkFlow component for adding/managing individual user permissions.
Validity [field condition]: A field condition that must be satisfied before moving forward in a guided interaction. Supported validity conditions are: zip code validation, condition-based validation, and pattern matching.
Value: This is what gets recorded in the session grid after a completed call. BOTH Value and Label are recorded in the raw session data, but to make reporting accurate and meaningful, it is advisable to assign both of these the same unique identifier.
Visibility [field condition]: Condition-based rules within guided interactions that determine whether the field is shown to the agent or not.
WorkFlow: Condition-based rules within guided interactions that determine whether the field is shown to the agent or not.