Glossary

Post-interaction tasks (notes, wrap codes, outcomes) required for compliance and analytics.

Agent Assist is an AI feature that supports agents during live interactions by providing real-time suggestions, such as relevant knowledge base articles, customer sentiment, and compliance prompts.

Total time to handle an interaction (talk + hold + after-call work). Lower AHT often follows better identity, routing, and automation—without hurting quality.

AI Routing intelligently directs incoming customer interactions to the most suitable agent using real-time analytics, agent performance, sentiment, customer history, and business priorities.

Average revenue per order; increases when cross-sell is timely and relevant.

Real-time, governed calls between Genesys Architect and your CRM to read/write data during flows.

Normalized yearly subscription revenue; useful for prioritizing retention and save offers.

The usability, speed, and cognitive load of the agent’s daily workflow—screen pops, controls, history, and guidance in one place—directly impacting productivity and quality.

Decision-grade analytics that join CRM records with interaction data so KPIs reflect reality (e.g., identity-aware views of AHT/FCR).

 Caller-ID signals used to pre-identify the customer and fetch the correct profile before routing.

A CRM (Customer Relationship Management) system is a platform that centralizes customer data and manages interactions across sales, service, and marketing.

Surveyed satisfaction at interaction or journey level; sensitive to speed, accuracy, and proactive updates.

Native telephony controls and interaction data (answer, hold, transfer, record) available directly in the CRM workspace, enabling screen pops and efficient wrap.

End-to-end quality of every interaction across channels (voice, chat, messaging, web/app) and moments (from authentication to follow-up). Great CX relies on fast recognition, relevant routing, and complete context in the agent desktop.

International standard for storing phone numbers; essential for deterministic matching across systems.

Promise of technician arrival or service window—critical for expectation-setting and perceived reliability.

Genesys’ single-customer view and the cross-system identifiers that link a person across channels and sources.

Share of issues solved on the first touch; a leading indicator for satisfaction and cost.

Platforms coordinating technicians, schedules, and parts; when connected to the contact center, they eliminate blind spots.

Field-service KPI: percent of jobs resolved on the first visit, influenced by parts, skills, and scheduling.

Genesys Cloud CX is a cloud-native contact center platform that delivers voice, digital, and workforce engagement capabilities on a scalable infrastructure.

Genesys CRM Integration refers to the seamless connection of Genesys Cloud CX with Customer Relationship Management platforms like Salesforce, ServiceNow, SAP, and Microsoft Dynamics.

Consistent date/time format; prevents analytics drift across time zones and systems.

More than a menu: a task-completing engine that authenticates, retrieves data, executes transactions, and hands over context to agents when needed.

Journey Analytics is the practice of capturing and analyzing customer interactions across every touchpoint — phone, chat, web, email — to understand behavior and improve CX strategy.

Secure token binding web-messaging sessions to a known user to start personalization earlier.

Metrics proving operational and revenue impact: AHT, FCR, transfers, match rate, AOV, LTV, etc.

Revenue across the relationship; improved by retention saves, contextual upsell, and service consistency.

Governance for golden customer records and merges across systems.

Context-aware recommendation (sell, save, educate, or “no offer”) based on eligibility, propensity, and intent signals.

Next Best Action is an AI-powered recommendation engine that suggests what an agent or system should do next in a customer interaction.

Likelihood to recommend; shaped by timing and relevance of outreach and offers.

Standard for secure, least-privilege authorization between services.

Omnichannel refers to a unified and integrated approach to customer service where all customer interactions

Sensitive data that must be minimized, encrypted in transit, and handled under strict governance.

Genesys AI that matches contacts to the best resource using outcomes and skills.

Automatic opening of the correct CRM record when the interaction arrives, ideally enriched with context and recommended actions.

 Commitment to responsiveness (e.g., % answered in X seconds) and handling; missed SLAs drive dissatisfaction and costs.

A Smart Connector is a pre-built, certified middleware solution designed to seamlessly integrate CRM systems with contact center platforms like Genesys Cloud CX.

Lightweight, high-read-rate channel for confirmations and proactive updates (e.g., promises-to-pay, appointment reminders).

Speech and Text Analytics use AI to transcribe and analyze calls and digital messages.

Work Items represent asynchronous tasks such as emails, form submissions, or service tickets.