Reference
Cloud Contact Center glossary
Terms used in Cloud Contact Center and its documentation.
Applies to Cloud Contact Center as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
Terms used in Cloud Contact Center and its documentation.
| Term | Meaning |
|---|---|
| Line | A published phone number with its own greeting, menu, hours and routing. |
| Queue | Where calls wait for an available agent or nurse with the right skills. |
| Skill | A label on an agent or nurse, such as a clinic, language or triage licensure, used to route calls. |
| Disposition | The outcome an agent records at the end of a call, used for reporting. |
| Callback | An option for callers to be called back instead of waiting on hold, keeping their place in the queue. |
| Baseline | The approved design of menus, messages, routing, hours, recording and access that Moraph builds and maintains. |
| Porting | Moving a phone number from its current carrier to Five9. |
| Screen-pop | Opening the caller's record in your CRM or scheduling system automatically when a call arrives. |
| Continuity plan | The agreed way to handle urgent calls, such as triage, when the platform is unavailable. |
| Wrap-up | The time after a call when the agent records the disposition and finishes notes. |
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