RADIUS Glossary
The language of AI-powered customer experience defined in one place.
The complete glossary of AI-powered customer experience, from the metrics that run your contact center to the engines that power RADIUS.
A
Agents · Automation · Analytics
Abandoned Call
An inbound call that disconnects before connecting to an agent. Tracking abandonment rate helps RADIUS supervisors spot staffing or routing gaps in real time.
Open Details →
Adherence
A workforce metric measuring how closely an agent follows their assigned schedule — login times, breaks, on-channel availability.
After-Call Work
The wrap-up time agents spend on post-interaction tasks — notes, dispositions, follow-up tickets — before going available again.
Agent
A front-line customer service representative who handles inbound or outbound interactions across voice, chat, email, video, social, and other digital channels.
Agent Console
RADIUS’s unified agent workspace (Intello) bringing telephony, digital channels, CRM context, scripts, and AI Assist into one screen.
Agent Empowerment
The wrap-up time agents spend on post-interaction tasks — notes, dispositions, follow-up tickets — before going available again.
Agentic AI
AI systems that operate as autonomous agents — perceiving context, making decisions, taking actions across systems, and learning from outcomes with minimal supervision.
AI Assist
RADIUS’s real-time guidance layer — surfacing insights, recommended responses, and contextual awareness to agents during every customer interaction.
AI Engage
RADIUS’s context-aware AI that understands customer intent and autonomously resolves queries, escalating to a human only when truly needed.
AI Insight
The behavioral intelligence engine in RADIUS — turning every interaction into structured signal for coaching, journey design, and enterprise decisions.
Analytics & Insights
RADIUS’s reporting layer that turns operational, interaction, and quality data into dashboards, KPI reports, and trend analyses.
Application Programming Interface
Defined endpoints that let external systems read from and write to RADIUS — used to integrate CRMs, ticketing systems, and custom enterprise applications.
Asynchronous Channel
A messaging channel like email, SMS, or WhatsApp where customer and agent need not be online together. RADIUS preserves context across pauses so conversations resume seamlessly.
Auto Dialer
Automation that places outbound calls on behalf of agents. RADIUS supports preview, progressive, and predictive dialing modes.
Automatic Call Distribution
The system that receives incoming interactions and routes them to the right destination — queue, agent, bot, or self-service flow — based on rules and skills.
Automatic Speech Recognition
The system that receives incoming interactions and routes them to the right destination — queue, agent, bot, or self-service flow — based on rules and skills.
Average Handle Time
Total time an agent spends on an interaction — talk time, hold time, and after-call work combined. A core efficiency metric in any contact center.
Average Speed of Answer
The average time customers wait in queue before connecting with an agent. Closely tied to service-level targets.
B
BYOC · Bots · Behavioral signals
Behavioral Intelligence
Deriving meaning from how customers act — what they say, click, repeat, abandon — rather than what they declare. AI Insight in RADIUS converts these signals into business-ready intelligence.
Blended Agent
An agent equipped to handle both inbound and outbound interactions, and switch between voice and digital channels as workload demands.
Bot
Software that automates a conversation or task. RADIUS supports rule-based bots and LLM-powered conversational bots that hand off cleanly to human agents.
Business Process Outsourcer
A third-party operator delivering customer service, sales, or back-office functions on behalf of another organization. Many BPOs run on RADIUS multi-tenant.
C
CCaaS · Conversations · Context
Call Recording
Capturing voice interactions for quality, compliance, and training. RADIUS records 100% of calls with enterprise-grade encryption and configurable retention.
Callback
A scheduled or on-demand return call. RADIUS’s Circle application automates callback scheduling across time zones and business hours.
Campaign
A coordinated outbound effort — sales, collections, surveys, notifications — typically run across voice, SMS, email, or chat from a unified list and script.
CCaaS
A cloud-delivered contact center platform billed on subscription. RADIUS is an AI-powered CCaaS platform that unifies engagement, orchestration, and analytics in one stack.
Channel
Any medium a customer uses to reach the enterprise — voice, chat, email, SMS, WhatsApp, social, in-app, video. RADIUS treats every channel as a first-class citizen with shared context.
Cloud-Agnostic
Architecture that runs natively across multiple cloud providers without lock-in. RADIUS is designed to operate seamlessly across AWS, Azure, GCP, and private cloud.
Co-Browse
A feature letting an agent and customer view and navigate the same webpage simultaneously during a support session.
Compliance
Adherence to regulations like GDPR, HIPAA, PCI-DSS, SOC 2. RADIUS provides audit trails, fine-grained permissions, and recording controls to support compliance programs.
Context Preservation
Carrying a customer’s history, intent, and prior conversation across channels and sessions. A defining principle of the RADIUS platform.
Conversational AI
Natural-language systems that interact with customers in human-like dialogue — across voice and text — to deflect, deliver, and personalize service.
Customer Experience
The full perception a customer holds of a brand, shaped by every interaction across marketing, product, service, and support.
Customer Experience Management
The discipline — and the technology — for designing, orchestrating, and improving customer experience at scale. RADIUS is purpose-built for modern CXM.
Customer Journey
The end-to-end path a customer takes across touchpoints and time, from awareness through retention. RADIUS orchestrates this journey rather than treating each channel in isolation.
D
Dialers · DiGON · Dashboards
Dashboard
A real-time view of operational KPIs — queue depth, agent state, service level, AHT — presented for supervisors and frontline managers.
Data Isolation
An architectural property that keeps each tenant’s data logically and operationally separated, even on shared infrastructure. Foundational to RADIUS’s multi-tenant security model.
Deflection
Successfully resolving a customer’s need through self-service or automation, removing the need to involve a live agent.
Dialer
Outbound automation that places calls on agents’ behalf. See: Preview, Progressive, and Predictive Dialer variants.
Digital Channels
Non-voice mediums of customer interaction: chat, email, SMS, WhatsApp, social platforms, in-app messaging, and video.
DiGON
RADIUS’s Omnichannel CRM Connector that unifies telephony and digital channels with the CRM of record — bringing every customer signal into one agent workspace.
Disposition
A label an agent or system assigns to a completed interaction (e.g. “resolved”, “callback scheduled”, “transferred”) used in reporting and analytics.
E
Engagement · Emergency · Escalation
Emergency Response System
RADIUS’s Cube application — coordinating mass notifications and emergency communications across voice, SMS, and digital channels in real time.
Emotion Detection
AI that infers a speaker’s emotional state from tone, pacing, word choice, and other signals — used in real-time coaching and post-call analytics.
Engagement Orchestration
The choreography of interactions, channels, and systems so a customer experiences one continuous, intelligent service rather than disconnected touchpoints.
Enterprise Integration
Connecting RADIUS to the broader enterprise stack — CRMs, ERPs, data warehouses, telephony — via APIs, webhooks, and pre-built connectors.
Escalation
Routing an interaction to a senior agent, supervisor, or specialized team when complexity, sentiment, or business rules require it.
F
First contact · Forecasting · Force AI
First Contact Resolution
The share of customer issues resolved in the initial interaction, with no follow-up needed. A leading indicator of both efficiency and satisfaction.
Force AI
RADIUS’s multi-provider AI integration layer — letting enterprises plug in OpenAI, Anthropic Claude, Google Gemini, and others without re-platforming.
Forecasting
Predicting future interaction volumes and handle times so staffing and scheduling can be planned with accuracy. The foundation of workforce management.
G
Gamification · Generative AI
Gamification
Applying game mechanics — points, badges, leaderboards — to motivate agents and reinforce desired behaviors.
Generative AI
AI that produces new content — text, summaries, suggested replies, knowledge articles — rather than only classifying or retrieving. Used throughout AI Engage and AI Assist.
H
High availability · Handle time
Handle Time
The total duration of an interaction from connection to wrap-up completion. See: Average Handle Time (AHT).
High Availability
System design that minimizes downtime through redundancy, clustering, and automatic failover. RADIUS delivers a 99.99% uptime SLA via its proprietary HA architecture.
Hold Time
The cumulative time a caller spends on hold during an interaction. A driver of frustration and a primary candidate for reduction.
I
Integration · Intello · IVR
Identity Protected Calling
A RADIUS capability that masks personal contact details during outbound and inbound calls — protecting both customer and agent privacy in marketplaces, healthcare, and field services.
Inbound
Interactions initiated by the customer. Inbound traffic is shaped by IVR, routing rules, queues, and self-service options before reaching an agent.
Integration
A connection between RADIUS and another enterprise system — CRM, helpdesk, payment, telephony, BI tool — that lets data and events flow between them.
Intelligent Routing
RADIUS’s AI-driven routing that dynamically matches each interaction to the best-available agent using skills, language, history, sentiment, and real-time workload.
Intello
RADIUS’s Intelligent Agent Console — the unified agent workspace combining telephony controls, digital channels, customer context, scripts, and AI Assist on one screen.
Interaction
Any single exchange between a customer and the enterprise — a call, chat session, email thread, bot conversation, callback. The atomic unit of CX work.
Interactive Voice Response
An automated voice menu that lets callers self-serve, route themselves, or queue for an agent — driven by DTMF input or speech recognition.
K
Knowledge · KPIs
Key Performance Indicator
A measurable signal of contact center performance — AHT, FCR, CSAT, NPS, occupancy, abandonment — reviewed regularly to steer operations.
Knowledge Management
The practice of capturing, structuring, and surfacing institutional knowledge so agents and AI systems can answer questions accurately and consistently.
L
List management · Live chat
List Management
RADIUS’s Realm application for managing outbound contact lists — segmentation, suppression, compliance filters, and prioritization across campaigns.
Live Chat
A real-time text channel embedded in a website or app, connecting customers to an agent or bot.
M
Multi-tenant · Microservices
Microservices Architecture
A software design where each capability runs as an independently deployable service. RADIUS is built on microservices for elastic scaling and isolated failure domains.
Multi-Tenancy
The ability for one platform instance to serve many independent customers (tenants) with strict isolation. Essential for BPOs and enterprise groups.
Multichannel
Supporting many channels in parallel — but typically without unified context. Contrast with Omnichannel, where channels share state.
N
Natural language · Next best action
Natural Language Processing
The techniques that let machines interpret and generate human language — the foundation under chatbots, voicebots, intent detection, and transcript analytics.
Natural Language Understanding
The NLP subdomain focused on inferring intent and meaning, not just parsing words. Critical for resolving “what does this customer actually want?”
Net Promoter Score
A loyalty metric based on how likely customers are to recommend a brand on a 0–10 scale, segmented into Promoters, Passives, and Detractors.
Next Best Action
An AI-suggested next step — for the agent, the customer, or both — based on history, intent, and predicted outcome. Available throughout RADIUS’s AI layer.
O
Omnichannel · Orchestration · OIS
OIS
The category RADIUS defines: a unified system for handling every customer interaction across every channel, with shared context, AI, and orchestration. The “OIS” in radius-ois.ai.
Omnichannel Engagement
RADIUS’s connected-conversations capability — letting a customer move from chat to voice to email without repeating themselves and without losing context.
Outbound
Interactions initiated by the enterprise — sales calls, collections, reminders, surveys, proactive notifications.
P
Play · Process · Personalization
Play
RADIUS’s Auto Quality Management application — automatically records, transcribes, and scores 100% of voice and digital interactions, eliminating manual sampling bias.
Predictive Dialer
An outbound dialer that predicts agent availability and dials multiple numbers ahead of time to minimize idle seconds between calls.
Proactive Engagement
Reaching out to a customer before they reach in — to confirm an appointment, share an alert, prevent churn, or close a sale.
Process Orchestration
RADIUS’s capability for unifying customer lifecycle workflows across departments and systems — so a single journey can span sales, service, billing, and operations without breaking.
Q
Quality · Queue
Quality Management
The processes and tools for measuring interaction quality, coaching agents, and ensuring compliance. RADIUS’s Play delivers AI-driven QM across 100% of interactions.
Queue
An ordered list of waiting interactions of the same type or skill, served by available agents according to routing rules.
R
RADIUS · Routing · Real-time
RADIUS
An AI-powered omnichannel CX platform purpose-built to deliver connected, intelligent, and contextual customer experiences at enterprise scale.
Real-Time Analytics
Insights surfaced as events happen — queue health, sentiment shifts, agent state, anomaly detection — rather than after the fact.
Realm
RADIUS’s Advanced List Management System for building, segmenting, and orchestrating outbound contact lists with compliance and prioritization built in.
Recording Management
The capture, retention, redaction, and retrieval of voice and screen recordings for compliance, quality, and legal use.
Round Robin Routing
A simple routing strategy that distributes interactions evenly across available agents to balance workload.
S
SLA · Sloop · Self-service
Self-Service
Channels that let customers resolve their need without engaging an agent — IVR, chatbots, voicebots, knowledge bases, in-app flows.
Sentiment Analysis
AI-derived classification of customer (or agent) mood across an interaction — positive, neutral, negative, escalating — used in real-time alerts and post-call review.
Service Level
A target like “answer 80% of calls within 30 seconds,” measured and reported continuously. The classic operating contract of a contact center.
Service Level Agreement
The contractual commitment for platform availability, support response, and operational performance. RADIUS commits to 99.99% uptime.
Sloop
RADIUS’s Advanced Script Builder — designing dynamic, branching agent scripts that adapt to customer context, intent, and prior responses.
SOC 2
An audit framework for service organizations covering security, availability, processing integrity, confidentiality, and privacy. RADIUS adheres to SOC 2 controls.
Speech Analytics
Automated analysis of voice interactions to surface compliance issues, customer themes, agent behaviors, and coaching opportunities.
Supervisor Workstation
RADIUS’s Atomos application — a centralized cockpit for supervisors to monitor live operations, intervene on calls, and coach in real time.
T
Telephony · Tenant · Transcripts
Telephony
The voice infrastructure that carries calls. RADIUS supports SIP, BYOC, and managed telephony to fit enterprise procurement patterns.
Tenant
A logically isolated instance of RADIUS for one organization. Multiple tenants run on shared infrastructure without sharing data.
Ticket
A unit of work in a service or support system, typically created from an interaction and tracked through to resolution.
Transcript
The text record of a conversation — generated by ASR for voice calls or captured natively for chat — used in search, analytics, and quality review.
U
UCaaS · Unified · Uptime
UCaaS
Cloud-delivered internal communications — voice, video, messaging, collaboration. RADIUS unifies UCaaS, CCaaS, and CPaaS capabilities in a single platform.
Unified View
A single screen that surfaces a customer’s full history — past interactions, transactions, sentiment, open tickets — to the agent on every contact.
Uptime
The percentage of time a service is available. RADIUS targets 99.99% uptime, supported by clustered microservices and active-active architecture.
V
Voice · Video · VoIP
Video Channel
Real-time face-to-face support — used in healthcare, banking, and high-touch sales — integrated into the RADIUS agent workspace.
Voicebot
A conversational AI that interacts with callers through speech, capable of natural turn-taking, intent detection, and live handoff to a human.
VoIP
The transmission of voice calls over data networks rather than traditional telephony circuits. The foundation of modern cloud contact centers.
W
Workforce · Workflow · Wrap-up
Workflow Automation
The orchestration of multi-step tasks across systems — opening tickets, updating CRM, dispatching field teams — triggered by an interaction or event.
Workforce Management
Forecasting volume, scheduling agents, and managing intraday operations so service levels are met without over-staffing.
Wrap-Up Time
The minutes following an interaction when an agent records notes, sets dispositions, and prepares for the next contact. See: After-Call Work.
