Term	Definition
10DLC	A messaging standard in North America that allows businesses to send Application-to-Person (A2P) SMS and MMS messages from a standard 10-digit phone number.
AI Employee	AI-powered virtual agent capable of handling interactions via chat or voice.
AI Summarization	AI component that condenses call or chat transcripts into shorter summaries.
Abandon %	The percentage of customers who leave before their interaction is handled
Active Call Widget	On-screen controls available during a live call (mute, transfer, record, etc.).
Activity Panel	The Activity Panel widget is the space in the Agent Canvas that facilitates agent-customer conversations.
Admin Group	Admin groups allow businesses to segment operations by associating separate workflows, communication channels, and settings to distinct client teams or business units.
Admin Role	Highest role, includes Supervisor and Agent permissions, plus configuration capabilities.
Agent	An Agent is an individual who handles the customer interaction resulting from inbound and/or outbound contacts.
Agent Canvas	The Agent Canvas is the primary workspace for agents in the Shared Inbox, featuring widgets like Activity Panel, NextIQ, and Ticket Widget.
Agent Notification	Pop-up message sent to agents in the UI, usually for escalations or updates.
Agent Role	Base role with access to core communication tools for handling customer conversations.
Attachment	File uploaded in a conversation or ticket, with type and size limits.
Automatic Number Identification (ANI)	Telecom feature showing the calling party’s number.
Basic Authentication	Legacy username/password login method, being deprecated for Microsoft integrations.
Billing Section	The Billing section in NEXT allows Tenant Administrators to monitor platform usage, download invoices, and locate billing contacts for internal coordination.
Blind Transfer	Call transfer method where the call is routed directly without speaking to the recipient.
Bulk Import Users	Process to upload multiple users at once via a CSV template.
CX Mode	Automatic contact distribution (ACD) mode that routes inbound conversations to available agents.
Call Recording	Feature to capture audio of calls for compliance, quality, and training purposes.
Calling Setup	Admin configuration area for admin groups for routing calls, managing numbers, recording, and transcriptions.
Channel	Communication medium supported in NEXT (voice, SMS, chat, email, social).
Chatbot	Automated conversational bot built in NEXT Studio for live chat experiences.
Collaboration	Feature allowing agents to message teammates or supervisors inside a ticket.
Component	Building block in NEXT Studio used to design workflows (e.g., SMS, Voice, Queue, Logic).
Conference Call	Ability to add multiple participants into a single active call.
Create Ticket	Workflow component to open a new support ticket automatically.
Custom API	Workflow component to send/retrieve data from third-party systems.
Customer Experience Designer (NEXT Studio)	Visual drag-and-drop tool to create workflows and chatbots without coding, automating customer support processes.
Dashboard	Visual overview of customer engagement metrics and trends in NEXT.
E911 Address	A registered physical location associated with a phone number. It enables carriers to automatically transmit a caller’s location to emergency services when dialing 911.
Email Channel	Integration of external email accounts (Gmail, Microsoft, IMAP/SMTP) with NEXT shared inboxes.
Engagement	Any type of inbound communication received from a customer (calls, SMS, email, chat, etc.).
Enter Queue	Workflow action to send a customer interaction into a specific queue.
Execute Function	Workflow step that calls a reusable Function within NEXT Studio.
Execute Script	Workflow action to run custom JavaScript logic.
Function	Reusable backend automation block in NEXT Studio that can be used across workflows.
Generative AI	AI feature to create or suggest smart text responses.
Global Action	Quick-access tools in NEXT such as dialer, SMS, voicemail, and CX Mode toggle.
Global Search	Unified search bar to find tickets, contacts, conversations, notes, and transcripts.
IMAPS/SMTP	Protocol integration option for generic email providers.
If/Else Node	Workflow logic component for conditional branching.
Inbound Workflow	Process that handles incoming customer interactions by routing and responding efficiently.
Interactive Voice Response (IVR)	System that interacts with customers via keypad or voice input to route them to appropriate queues.
Internal Note	Non-customer-facing comment added to a ticket for context.
Journey	Organized set of workflows and components that define an end-to-end customer experience.
Journey Overview	NEXT Studio tool to design and visualize customer journeys across channels.
Knowledge Base	Collection of company articles that agents and AI can use for faster support.
Knowledge Base Article	An individual file or link stored in the Knowledge Base.
Knowledge Base Collection	Group of related knowledge base articles organized like folders.
Live Engagement	Real-time monitoring of agent-customer interactions with sentiment analysis.
Meeting	Built-in video meeting functionality inside NEXT with dial-in and calendar integrations.
Microsoft Entra ID Sync	Directory synchronization between NEXT and Microsoft Entra ID (Azure AD).
Monitor Agent Screens	Supervisor feature to view agent desktop activity in real time.
Music on Hold	Audio played to callers placed on hold.
My Hub	Agent’s personal inbox for calls, SMS, mentions, and internal collaboration.
NEXT Studio	No-code/low-code builder for designing customer journeys, workflows, functions, AI Employees, and chatbots.
NextIQ (Agent Assist)	AI-powered widget inside the Agent Canvas offering next best answer/action and transcriptions.
OAuth	Secure authorization method using tokens, recommended for Gmail and Microsoft integrations.
Offline Hours	Configured schedule when live chat is unavailable, triggering alternate responses.
Outbound Caller ID	The phone number shown to recipients on outbound calls.
Overflow Queue	Backup queue triggered when the primary queue is full or unavailable. Normally based on a timeout and could be because all the agents in the queue are busy or no agents in the queue are logged in.
Payment Tokenization	Process of generating secure credit card tokens for transactions.
Phone Number	A telephone number that can be purchased, transferred, assigned, or unassigned within NEXT.
Pre-chat Form	Form shown before live chat starts, used to collect customer details.
Preferred Channels	Customer-selected method of communication (chat, SMS, call, etc.) before engagement.
Priority	Queue component that sets urgency for routing interactions.
Inbox	System holding area where work items wait until routed to an agent.
Recording Consent Prompt	Audio prompt played to inform parties that calls may be recorded.
Report	Detailed breakdown of platform usage, tickets, or agent activity with export and scheduling options.
Role	Defines permissions and access for a user in NEXT (Agent, Supervisor, Admin).
SMS Registration (10DLC)	Business messaging registration process required for U.S. SMS reliability and compliance.
Save Variable	Workflow component to store data for use later in the interaction.
Schedule	Defined business hours, holiday closures, or custom operating times applied to routing and inboxes.
Service Level %	Metric showing how well response times meet SLA goals.
Service Level Agreement (SLA)	Configured performance targets for maximum wait times before interactions are answered.
Shared Inbox	A collaborative inbox for teams to collectively manage and route customer communications.
Single Sign-On (SSO)	Authentication method allowing users to log in with centralized corporate credentials.
Skill / Skill-Based Routing	Tag used to route customer interactions to agents based on expertise or qualifications.
Social Media Channel	Integration of social accounts (e.g., Facebook Messenger) into NEXT for customer messaging.
Softphone	A software-based phone application that enables VoIP calls from a computer with a headset.
Status	Indicator of agent availability (Available, Away, Pause, Do Not Disturb, etc.).
Sticky Agent	Routing rule to connect customers with the last agent they spoke to.
Supervisor	An individual who oversees agents in the contact center, typically at a ratio of ~20:1.
Supervisor Dashboard	Dashboard for supervisors to monitor agents, queues, and service levels.
Supervisor Role	Role that includes Agent permissions plus reporting and oversight tools.
Teams Integration	NEXT is embedded into Teams as an application, will be availible to install from the app source
Workflow Template	NEXT Studio pre-built template that customers can use with little or no customization to route messages from any channels to an inbox
Tenant	A business account entity in NEXT, with its own settings, licensing, and billing.
Ticket	A consolidated record of customer engagements (work items) across all channels.
Ticket Widget	The right most widget in Agent Canvas for managing ticket tasks like notes, status, or reassignment.
Transcription	Feature to convert voice calls into text transcripts.
Transition	Workflow action to move an interaction from one workflow to another.
User	An individual user account within a NEXT tenant that can be assigned roles, inboxes, and skills.
User Activity	Supervisor dashboard section showing agent availability, handle times, and status durations.
User History	Historical log of agent’s daily ticket and engagement activity.
Virtual Agent Transfer	Routing step to pass a conversation to an AI-powered agent.
Voicemail	Recorded audio message left by customers when calls are not answered.
Warm Transfer	Call transfer method where the agent first speaks to the recipient before transferring.
Whisper Mode	Supervisor coaching mode where only the agent hears the supervisor during a live call.
Workflow	customizable step-by-step logic built in NEXT Studio to manage interactions.
Workflow Builder	Visual drag-and-drop interface in NEXT Studio for creating workflows.
Wrap Up	Post-interaction state allowing agents to add notes before becoming available again.