| Platform |
Holistically refers to the entire system and all of its components. |
| Region |
The physical location of the data center that will house a tenant's reporting data. |
| Availability Zone |
Regions typically have multiple availability zones. A tenant doesn't typically choose which availability zone their tenant will be hosted in. If one availability zone in a region goes down, then a tenant's data will automatically start to be served out of another availability zone in the region. |
| Tenant |
A single view of the platform which provides a dedicated share of data, configuration, user management, and other details. A tenant owns all of its own data and one tenant cannot access information from another tenant unless that tenant is a parent of the child and has explicitly shared the information with a child tenant. Each tenant will belong to a single region and the region of its parent or child tenants can be different. |
| Platform Tenant |
The top level tenant. All tenants will be a child tenant of this tenant. |
| Channel Platform Tenant |
The second level of tenants. We will create a channel partner tenant for each one of our partners that resells the platform to other customers. Enghouse Interactive will also have its own Channel Partner tenant that will be used to create customer tenants for any sales that Enghouse Interactive manages. |
| Master Tenant |
The third and main level of tenants. This is a tenant that our customers will own and manage. They will be able to create sub-tenants and manage those as well. |
| Sub-Tenant |
Also referred to as a child tenant or business unit tenant, is the fourth and final level of tenants. this tenant is owned by a master tenant and as with all tenants, can be in the same or different region than its parent. The primary reason for a sub-tenant is to allow a single customer to have their data segregated in different regions around the world. |
| Entity |
An object with a type, associated data, relationships to other entities, and a set of methods that operate on it. Examples include Users, Groups, Roles, Skills, Media, Media Collections, Flows, Queues, Tenants. |
| User |
This is an account on the platform. A user can belong to multiple tenants but their primary identity and role on each tenant can be different. |
| Resource |
Resources are a general way to refer to entities (usually a user) that may be involved during an interaction that are in limited supply and therefore require some form of routing and scheduling management. A user, agent, or supervisor can all be considered a resource. Generally, a resource is used when we talk about routing and scheduling of work while agent is used when talking about the actual resources experience as with the agent toolbar. Any user can become a resource if they have a role that grants them permission to utilize the agent toolbar or supervisor dashboard and features. |
| Agent |
A user who has a role which allows them to be part of a conversation with a customer and access things like the agent toolbar. |
| Supervisor |
A user who has a role which allows them to manage (create/modify/delete) one or more objects in the system. A user can be a supervisor to a group which allows them to modify/delete users that belong to that group or add new users to it. In the context of reporting, this could mean someone who can create or modify a report. |
| Role |
Roles grant permissions and access to features and functionality on a tenant. |
| Group |
A group is a logical grouping of users. They provide an easier way to manage a group of users on a tenant. |
| Interaction |
A request coming from an integration over a supported channel. For example, a user calling a Twilio telephone number. In an outbound case, this could be a request generated by a list of leads. |
| Conversation |
Active communication between a customer and a resource or resources. An interaction can have zero to many conversations. It could also be communication between two resource such as an agent and a supervisor. |
| Journey |
A collection of related interactions. |
| Channel |
The medium of the interaction. Examples include phone, voice, email, chat, Twitter, Facebook. |
| Integration |
An integration is how the platform connects to 3rd party services in either an incoming or outgoing direction. |
| Provider |
Providers are 3rd party services connected to the platform through an integration. |
| Customer |
The source or destination entity of an interaction capable of having a conversation with a resource. |
| Participant |
One or more customers and/or resources engaged in a conversation. |
| Lead |
A potential customer, once you've started a conversation with a lead they are then referred to as a customer. |
| Contact Point |
In the inbound case this is the entity the customer has contacted. In the outbound case this is the entity that we will reach out to the customer on. Primarily a telephone number but could also be an email or Twitter handle. |
| Extension |
The phone number or user name of a resource. It's the internal entity which a resource can be directly contacted over. A customer generally has to make contact with a contact point before they can reach an extension. |
| Session |
Duration a user is logged in to the platform. |
| Flow |
All of part of the possible paths an interaction can go through. Flows are the heart of the platform and drive both the customer and the resource experiences. |
| Attribute |
An arbitrary piece of information or a property that is generally associated with some object in the system like a user, interaction, resource. An attribute can persist forever or only for a period of time, like the length of an interaction. An attribute can be used to make decisions on how the platform should behave, provide or receive information to/from intergrations, customers, or resources. |
| Skill |
A special attribute of a user that can have some proficiency level. A skill can be required by an interaction in order for a resource to have a conversation with a customer. |
| Statistic |
A statistic is a special attribute that is generated by our reporting platform. Examples include estimated wait time, average call length, number of available resources. |
| Queue |
A prioritized grouping of similar interactions waiting to have a conversation that can be fulfilled by any resource with certain skills and/or attributes. |
| Media |
Can be either audio file or a string of text or both. In the future, other media types like video will also be supported. A media entity and also be a list of other media entities of type audio or text (tts). During playback the platform will treat a media of type list as a single media object and concatenate all of hte media together as a single playlist. |
| Media Collection |
A media collection is a list of key value mappings that allow you to have a single media object that can handle multiple scenarios. The primary use case is to handle multiple languages with a single Play Media or Collect Digits task where the key used is the language you want to use during playback. |
| Data Exchange |
An integration that allows the platform to fetch, create, update, retrieve data or perform actions via 3rd party APIs. |
| Dispatch Mapping |
An initial routing point that maps an incoming interaction to a flow. A contact point such as a phone number is generally used to map incoming calls made to that phone number to a flow but other, more general dispatch mappings are supported as well. For example, you could map all incoming interactions of a specific channel type to the same initial flow and do further, more advanced routing inside of that flow. |
