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Overview
Welcome to the INO cx glossary! This article provides an overview of key terms and concepts used within the INO cx application, including essential vocabulary related to features, functionalities, and key performance indicators (KPIs).
Whether you’re a new user or looking to refresh your knowledge, this guide will help you understand the terminology you’ll encounter throughout the platform to maximize your experience and effectiveness with INO cx.
INO cx is organized into a few applications you will come across in this guide: Maker (configuration and administration), Banner (the advisor’s interface), Reporter (statistics and reporting) and Supervision (real-time monitoring of advisors).
1. Interactions vocabulary
Diagrams
Here are two diagrams for incoming and outbound interactions, with details of when the waiting, communication and post-interaction times start.
Incoming:
Outgoing:
Interaction
An incoming interaction begins when a customer initiates a call, sends an email, a WhatsApp/Messenger/Telegram/SMS message or starts a new conversation from the chat plugin.
An outgoing interaction begins when an advisor opens the dial pad on their Banner and clicks on the green button (launch call – start writing an email – start writing an SMS). Campaigns can also automatically start outgoing interactions (voice or SMS).
Wait time
Starts when distribution begins and ends when an advisor accepts the interaction. It includes the time the interaction is presented (ringing) to advisors.
Distribution
The progression of an interaction through a queue or campaign until it reaches an advisor.
Processing
Processing time begins after distribution, when the advisor accepts the interaction. It ends with the start of the post-interaction (if the advisor fills in a qualification questionnaire, for example).
Post-interaction
Starts when communication ends, i.e. when the parties disconnect or the messaging session closes, and covers the advisor’s after-interaction work until the interaction is closed.
Overflow
Overflow refers to a situation where an interaction (such as a call) cannot be accepted into a queue because certain predefined conditions are met: for example, the queue is full, no advisor is available, or the estimated waiting time exceeds the configured maximum.
When an overflow occurs, the interaction does not enter the queue. Instead, it is automatically redirected based on the overflow strategy that has been configured.
Dissuasion
Dissuasion refers to a rule or condition that forces an interaction to leave a queue after it has already entered it. This can happen, for example, after a certain wait time or based on customer input.
A dissuasion triggers the interaction to exit the queue it was in.
Once removed from the queue, the interaction will follow the configured dissuasion behavior.
Smart Interaction
An interaction routed through the contact center (Smart Routing, queue, distribution) before reaching an advisor.
Direct Interaction
An interaction sent straight to a specific advisor, without going through a queue.
Queue (Distribution Queue)
The object where Smart interactions wait before being distributed to advisors. Advisors are linked to queues through their profile.
Smart Routing
The configurable flow that qualifies and routes an interaction (voice menus / IVR, conditions, actions). Built in Maker.
Abandon
An interaction lost before it was handled, for example a customer who hangs up while waiting.
Qualification
The questionnaire an advisor fills in to categorize an interaction, usually during post-interaction.
2. Campaigns vocabulary
Campaign
An outbound operation over a channel (Voice, SMS, WhatsApp) targeting a list of contacts.
Progressive (dialing mode)
The system waits for an advisor to be available, then places the call, triggering as many outgoing calls as there are available advisors, without exceeding the maximum number of simultaneous calls.
Power Dialer (dialing mode)
The system places calls up to the maximum number of simultaneous calls you set and connects the advisor when the call is answered. If no advisor is available, the customer is directed to the dissuasion Smart Routing.
Preview (dialing mode)
The advisor previews the target for a set time before the call is placed. In WebRTC mode, the number is dialed automatically when the preview time expires.
Callback
A re-contact of a target that has already had a first attempt. Prioritize callback gives priority to rescheduled targets.
3. Statistics vocabulary
ACW
After-Call Work (ACW) refers to the tasks that an advisor completes immediately after finishing an interaction with a customer. These tasks are essential for wrapping up the interaction and preparing for the next one.
Examples: updating the CRM card, opening a new case, creating a task, filling in a qualification questionnaire, etc.
Reducing ACW without compromising accuracy is a common goal in optimizing contact center performance.
AHT or APT (DMT)
Average Handling Time (AHT) [also called Average Processing Time (APT) or DMT in French] is a key performance indicator (KPI) in customer service and contact centers. It measures the average amount of time spent handling a customer interaction, including:
- Talk Time: Time spent speaking with the customer.
- After-Call Work (ACW): Time spent completing tasks related to the interaction after it ends.
Formula ➡️ AHT = (Talk time + ACW) / Number of interactions. Hold time is already included in the talk time (when the customer is put on hold during the interaction).
Lower AHT often indicates better performance but must be balanced with quality to avoid rushing customer interactions.
ATT (DMC)
Average Talk Time (ATT) is a contact center metric that measures the average duration of time an advisor spends speaking with a customer during an interaction.
Formula ➡️ ATT = Total Talk Time / Number of interactions.
While shorter talk times may suggest efficiency, it’s important to balance ATT with call quality to ensure customer needs are fully addressed.
Hold Time (MEA)
Hold Time refers to the duration during which a customer is placed on hold by an advisor during a live interaction. This happens when the advisor needs to:
- Perform backend tasks like system checks or updates.
- Retrieve additional information.
- Consult a supervisor or another department.
QS
QS stands for Quality of Service. In INO cx it measures the share of offered interactions that were handled rather than abandoned (the answer rate).
Formula QS = Number of interactions processed / (Number of interactions aborted + Number of interactions processed) x 100
SLA (ANS)
A Service Level Agreement (SLA) is a formal agreement between a service provider and a client that defines the expected service standards, including performance metrics (response time, resolution time, uptime…)
Formula ➡️ Number of interactions processed in SLA / (Number of interactions aborted + Number of interactions processed) x 100
Note: Interactions processed in SLA are those answered within the configured time threshold (the SLA duration set on the queue). Depending on the queue setting, abandoned interactions may or may not be counted:
If abandons are not counted: SLA = Number of interactions processed in SLA / Number of interactions processed x 100
If abandons are counted: SLA = Number of interactions processed in SLA / (Number of interactions aborted + Number of interactions processed) x 100
It ensures accountability, reliability, and clear expectations to maintain customer satisfaction.
4. Supervision vocabulary
Supervision
Real-time monitoring of the interactions handled by the advisors you manage.
Silent Monitoring
Lets a supervisor listen to an advisor’s interaction without being heard.
5. Tools and integrations
API
APIs (Application Programming Interfaces) are tools that enable different applications to communicate and share data, without needing to know the internal details of either.
How does it work?
❓Request: An application sends a specific request to an API.
✅ Response: The API processes this request and returns the requested information.
SSO Connector
An SSO (Single Sign-On) connector is a tool that allows users to log in to multiple apps or systems with just one set of credentials (like one username and password). Instead of signing in separately to each app, you log in once, and the connector handles access to everything else securely. It’s like having a master key that opens multiple doors.
INO cx supports SAML 2.0 and OAuth2 / OpenID Connect, with SCIM for user provisioning.