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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.
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 its 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
The wait time corresponds to the moment when distribution begins, and ends when the agent or customer accepts the interaction.
Distribution
Distribution is the passage of the interaction through a queue or campaign (Smart interactions only).
Processing
Processing time begins after distribution, when the agent/customer accepts the interaction. It ends with the start of the post-interaction (if the agent fills in a qualification questionnaire, for example).
Post-interaction
Post-interaction starts when the interaction ends: the advisor or customer hangs up, the messaging session closes, etc.
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 or no agents are available to handle it.
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.
Statistics vocabulary
ACW
After-Call Work (ACW) refers to the tasks that a customer service agent 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, open a new case, create a task, fill in a qualification questionnaire, etc.
Reducing ACW without compromising accuracy is a common goal in optimizing contact center performance.
AHT or APT (DMT or TTM)
Average Handling Time (AHT) [also called Average Processing Time (APT) or TTM 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.
- Hold Time: Time the customer is put on hold.
- After-Call Work (ACW): Time spent completing tasks related to the interaction after it ends.
Formula ➡️ AHT = (Talk time + Hold time + ACW) / Number of interactions.
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 agent 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 agent during a live interaction. This happens when the agent needs to:
- Perform backend tasks like system checks or updates.
- Retrieve additional information.
- Consult a supervisor or another department.
QS (SQ)
QS stands for Quality of Service. It is a measure used to evaluate the overall performance and reliability from a customer’s perspective. This measure focus on the experience of the end user.
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
It ensures accountability, reliability, and clear expectations to maintain customer satisfaction.
Other vocabulary
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.