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 supervisors spot staffing or routing gaps in real time.
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Adherence
A workforce metric measuring how closely an agent follows their assigned schedule, like login times, breaks, and on-channel availability.
After-Call Work
The wrap-up time agents spend on post-interaction tasks like notes, dispositions, and follow-up tickets before going available again.
Agent
A 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) brings telephony,digital channels, CRM context, scripts, and AI Assist into one screen.
Agent Empowerment
Equipping agents with autonomy, tools, and real-time information so they resolve issues without unnecessary escalation.
Agentic AI
AI systems that operate as autonomous agents, like perceiving context, making decisions, taking actions across systems, and learning from outcomes with minimal supervision.
AI Assist
RADIUS’s real-time guidance layer surfaces 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 a 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
A system that receives incoming interactions and routes them to the appropriate destination, such as a queue, agent, bot, or
self-service flow, based on predefined rules and skill requirements.
Automatic Speech Recognition
Technology that converts spoken language
into machine-readable text. It is used within RADIUS IVR, voicebots, and call analytics to process and analyze voice interactions.
Average Handle Time
The total time an agent spends handling an interaction, including talk time, hold time, and after-interaction work. It is a key metric used to measure contact center efficiency and productivity.
Average Speed of Answer
The average time it takes for an incoming
interaction to be answered by an agent after entering the queue. It is a key contact center metric used to measure responsiveness and performance against service level targets.
Auto Quality Management
A RADIUS capability that automatically evaluates customer interactions against predefined quality parameters to improve
compliance, agent performance, and customer experience.
Artificial Intelligence (AI)
A cognitive technology that enables systems to
analyze data, identify patterns, make decisions, and perform tasks with minimal
human intervention. In RADIUS, AI helps automate processes, enhance customer interactions, and generate actionable insights.
AI Routing
A capability that uses artificial intelligence to intelligently route
customer interactions to the most suitable agent, queue, or department based
on factors such as skills, availability, intent, and customer context.
B
BYOC · Bots · Behavioral signals
Behavioral Intelligence
The ability to derive insights from customer actions, such as what they say, click, repeat, or abandon. In RADIUS, AI Insight analyzes
these behavioral signals to generate actionable business intelligence and
improve customer experience.
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.
Bring Your Own Carrier
A deployment option in RADIUS that allows
organizations to connect their existing voice carrier, enabling them to retain telecom investments while modernizing their customer experience platform.
Business Process Orchestration
A RADIUS capability that automates and coordinates workflows, systems, and customer interactions across departments to streamline operations and ensure seamless business processes.
Blocked Call
An incoming or outgoing call that is prevented from being completed due to predefined rules, security policies, network restrictions, or regulatory requirements.
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 communication initiative in RADIUS used for sales, collections, surveys, notifications, or customer outreach across voice, SMS, email, and digital channels using a unified contact list and workflow.
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
A communication medium through which customers interact with an organization, such as voice, chat, email, SMS, WhatsApp, social media, video, or in-app messaging. RADIUS unifies all channels within a single platform while
maintaining shared customer context across interactions.
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
The practice of meeting regulatory, security, and industry
standards such as GDPR, HIPAA, PCI DSS, and SOC 2. RADIUS supports compliance through audit trails, role-based access controls, and interaction recording management.
Context Preservation
Carrying a customer’s history, intent, and prior conversation across channels and sessions. A defining principle of the RADIUS platform.
Conversational AI
AI-powered technology that enables human-like
conversations with customers across voice and digital channels. It helps automate interactions, provide self-service, and deliver personalized customer experiences.
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 practice of designing, managing, and optimizing customer interactions across channels to deliver consistent, personalized, and seamless experiences throughout the customer journey. RADIUS is purpose-built to help organizations deliver and manage modern customer experiences at scale.
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.
Call Volume
The total number of inbound and outbound calls handled by a contact center during a specific period. Call volume is a key metric used to measure demand, resource requirements, and operational performance.
Customer Feedback
Information, opinions, or insights shared by customers
about their experiences with a product, service, or organization. Customer feedback helps businesses understand expectations, identify areas for improvement, and enhance overall customer experience.
D
Dialers · DiGON · Dashboards
Dashboard
A real-time view of key operational metrics such as queue volume, agent status, service levels, and average handling time.
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
The process of resolving customer inquiries through self-service, automation, or alternative channels without requiring agent intervention.
Dialer
A system that automatically places outbound calls on behalf of agents, helping improve productivity and efficiency in outbound campaigns.
Digital Channels
Communication channels such as chat, email, SMS, social media, messaging apps, and in-app messaging that enable customers to interact with an organization digitally.
DiGON
A RADIUS native omnichannel CRM connector that unifies telephony and digital channels with the CRM of record, providing agents with a single workspace for all customer interactions and data.
Disposition
A label an agent or system assigns to a completed interaction (e.g., “resolved,” “callback scheduled,” “transferred”) used in reporting and analytics.
Digital Self Service
The ability for customers to access information, complete
tasks, and resolve issues through digital channels without requiring assistance from a live agent.
Direct Inward Dialing
A telephony service that assigns unique phone numbers to users, departments, or services, enabling incoming calls to be routed directly to the intended destination without operator assistance.
E
Engagement · Emergency · Escalation
Emergency Response System
RADIUS’s Cube application that enables organizations to coordinate mass notifications and emergency communications
across voice, SMS, email, and digital channels in real time.
Emotion Detection
AI that analyzes tone, speech patterns, language, and other interaction signals to identify a customer’s emotional state, enabling real-time guidance and post-interaction analysis.
Engagement Orchestration
The choreography of interactions, channels, and systems so a customer experiences one continuous, intelligent service rather than disconnected touchpoints.
Enterprise Integration
The process of connecting RADIUS with business systems such as CRM, ERP, telephony platforms, and data sources through APIs, webhooks, and pre-built connectors to enable seamless data exchange and workflows.
Escalation
Routing an interaction to a senior agent, supervisor, or specialized team when complexity, sentiment, or business rules require it.
Employee Experience (EX)
The overall experience and perception an employee has throughout their journey with an organization, from recruitment and onboarding to daily work, development, and exit.
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 AI layer that enables organizations to connect and leverage multiple AI providers, including OpenAI, Anthropic Claude, Google Gemini, and others, through a unified platform.
Forecasting
Predicting future interaction volumes and handling times so staffing and scheduling can be planned with accuracy. The foundation of workforce management.
Feedback Management
The process of collecting, analyzing, and acting on customer feedback to improve products, services, and overall customer experience.
G
Gamification · Generative AI
Gamification
The use of game-like elements such as points, badges, rewards, and leaderboards to motivate agents, improve engagement, and encourage desired behaviors.
Generative AI
AI technology that creates new content, such as text,
summaries, suggested responses, and knowledge articles, using contextual information rather than simply classifying or retrieving existing data. It powers capabilities such as AI Engage and AI Assist.
Graphical User Interface (GUI)
A visual interface that enables users to interact with a system through menus, icons, buttons, and other graphical elements using a mouse, keyboard, or touchscreen.
H
High availability · Handle time
Handle Time
The total time spent on an interaction, including conversation, hold time, and post-interaction work, from connection to completion.
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.
Historical Data
Past interaction and operational data collected over time, used for reporting, trend analysis, forecasting, and performance evaluation.
I
Integration · Intello · IVR
Identity Protected Calling
A RADIUS solution 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 external systems such as CRM, helpdesk, telephony, payment, or business intelligence platforms that enables seamless data exchange and workflow automation.
Intelligent Routing
A capability that uses AI to automatically match customer
interactions with the most suitable available agent based on skills, language, customer history, sentiment, and real-time workload.
Intello
RADIUS’s Intelligent Agent Console that provides a unified workspace for managing telephony, digital channels, customer information, scripts, and AI-powered assistance from a single interface.
Interaction
Any exchange between a customer and an organization, such as a call, chat, email, bot conversation, or callback, across any communication channel.
Interactive Voice Response
An automated voice system that allows callers to
access information, complete self-service tasks, navigate menus, or connect to the appropriate agent using keypad inputs or voice commands.
IVR system
An automated interface that greets callers at the beginning of phone calls.
J
Journey Mapping
Journey Mapping
The process of visually documenting and analyzing the steps, interactions, and experiences a customer goes through while achieving a specific goal with an organization.
K
Knowledge · KPIs
Key Performance Indicator
A measurable metric used to evaluate contact center performance, such as AHT, FCR, CSAT, NPS, occupancy, or abandonment rate.
Knowledge Base
A centralized repository of information, articles, FAQs, procedures, and resources that helps agents and customers quickly find answers and resolve issues.
L
List management · Live chat
List Management
A RADIUS capability that manages outbound contact lists through segmentation, suppression rules, compliance filters, and prioritization for campaign execution.
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
The ability to support customer interactions across multiple communication channels, such as voice, email, chat, and social media, where each channel typically operates independently without shared context.
N
Natural language · Next best action
Natural Language Processing
A branch of artificial intelligence that enables systems to understand, interpret, and generate human language. It forms the foundation for chatbots, voicebots, intent detection, and interaction 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-generated recommendation that suggests the most effective next step for an agent or customer based on interaction history, intent, context, and predicted outcomes.
O
Omnichannel · Orchestration · OIS
OIS
A unified platform that manages customer interactions across all communication channels with shared context, AI-driven capabilities, and centralized orchestration. OIS, which stands for Omnichannel Interaction System. The “OIS” in radius-ois.ai.
Omnichannel Engagement
RADIUS’s capability that enables seamless, connected conversations, allowing customers to transition between chat, voice, email, or other channels without repeating themselves or losing context.
Outbound
Any customer communication initiated by an organization, such as sales calls, collections, reminders, surveys, or proactive notifications.
P
Play · Process · Personalization
Play
RADIUS’s Auto Quality Management application, which 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
The practice of initiating communication with customers before they contact the organization, such as for appointment reminders, alerts, service updates, retention efforts, or sales opportunities.
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.
Performance Dashboard
A centralized view of key performance metrics and KPIs, providing real-time insights into operational efficiency, agent productivity, and business outcomes.
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
The ability to monitor and analyze interactions, operational metrics, and customer behavior as events occur, enabling immediate visibility and faster decision-making.
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.
Remote Agents
A contact center agent who handles customer interactions
from a remote location outside a traditional office environment.
S
SLA · Sloop · Self-service
Self-Service
Customer support channels that enable users to find information, complete tasks, or resolve issues independently through tools such as IVR, chatbots, voicebots, knowledge bases, and digital self-service portals.
Sentiment Analysis
AI-driven analysis that identifies and classifies customer or agent sentiment during an interaction, such as positive, neutral, negative, or escalating, to support real-time monitoring and post-interaction 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, which helps design 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 centralized cockpit for supervisors to monitor live operations, intervene on calls, and coach in real time.
Screen Pop
A feature that automatically displays relevant customer information on an agent’s screen when an interaction begins, providing context from integrated systems such as CRM platforms.
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
A text record of a customer interaction, generated from voice conversations or captured from digital channels, used for search, analytics, compliance, and quality management.
U
UCaaS · Unified · Uptime
UCaaS
A cloud-based communication solution that combines voice, video, messaging, and collaboration tools. RADIUS unifies UCaaS, CCaaS, and CPaaS capabilities within a single platform.
Unified View
A consolidated view of a customer’s history, including past interactions, transactions, sentiment, and open cases, providing agents with complete context during every interaction.
Uptime
The percentage of time a system or service remains available and operational. RADIUS is designed for high availability with a target uptime of 99.99%, supported by clustered microservices architecture.
V
Voice · Video · VoIP
Video Channel
A RADIUS capability that enables real-time video interactions between customers and agents within the 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 automation of multi-step business processes across systems, triggered by customer interactions or events to streamline operations and improve efficiency.
Workforce Management
Forecasting volume, scheduling agents, and managing intraday operations so service levels are met without over-staffing.
Wrap-Up Time
The period after an interaction during which an agent completes post-interaction tasks such as adding notes, updating records, and selecting dispositions before becoming available for the next interaction.
