Whisbi Glossary
The Whisbi Glossary is a list of all the concepts and terms being used in relation to the Whisbi environment. The glossary is divided into concepts and terms.
Whisbi Concepts:
| Concept | Description | AKA |
|---|---|---|
| Account | It is the combination of a customer or a customer product and the Whisbi solution that is using. Front end team creates the account through the Backend.Whisbi.Com tool. | Campaign |
| Agency | A marketing agency that provides traffic to increase leads, and acts as an intermediary between client and Whisbi, defining metrics and reports to be delivered. | |
| Artificial Intelligence (AI) | It is a field of computing that studies and develops systems capable of performing tasks that are normally attributed to human intelligence, | |
| BI | The strategies and technologies used by enterprises for the data analysis of business information to transform data into actionable insights that inform an organization’s strategic and tactical business decisions | Business Intelligence |
| Big Data | Big data refers to the large, diverse sets of information that grow at ever-increasing rates. It encompasses the volume of information, the velocity or speed at which it is created and collected, and the variety or scope of the data points being covered. | |
| BRD | A business requirements document (BRD) details the business solution for a project including the documentation of customer needs and expectations. | Business Requirement Document |
| Broadcast | Whisbi’s product that allows the distribution of video content to a dispersed audience. | OTM |
| Browser | The browser technology used to access the page where the bubble button is being displayed. I.e. Chrome, IE, Safari. | |
| Business Requirements | are the critical activities of an enterprise that must be performed to meet the organizational objective(s) while remaining solution independent. | Stakeholder requirements specifications, StRS |
| Call Centre | Set of Teams, usually placed on the same location. Front end team creates the call center through the Backend.Whisbi.Com tool. It can also correspond to a Store where agents are using Whisbi products. | VACenter, Store |
| Channel | Channel type from which the seed is sourced from. This is set up by the client. An example is. direct traffic. | |
| Chart | A chart is a visual way to display data, it can be in the form of a report, a list, a graph, a table, and so on. Several charts make up a Dashboard. | |
| Chat | Written conversation between two parties, Agent and end-user. | |
| Chatbot | A computer program that simulates human conversation through voice commands or text chats or both. A chatbot is an Artificial Intelligence (AI) feature. Synonyms for a chatbot, “talkbot,” “bot,” “IM bot,” “interactive agent”. | |
| Client (Customer) | Person or company that contracts Whisbi services. | Customer |
| Conversion | A conversion in Whisbi is when a lead is materialized into a positive outcome defined by the client as conversion. Depending on the industry a conversion can have different meanings: For the Automotive industry a conversion can be a lead that has scheduled a test drive for a specific car and model, and for the Telcos industry it can mean a direct purchase of a service or mobile phone. | Sale |
| Convertor | Whisbi product allows an end customer to materialize a conversion without the intervention of a video agent. | Unassisted Convertor, Chatbot |
| Dashboard | A data dashboard is an information management tool that visually tracks, analyzes, and displays key performance indicators (KPI), metrics and key data points to monitor the health of a business, and make decisions. | |
| Device | The device used to access the page where the bubble button is being displayed. I.e. Desktop, Mobile, Tablet. | |
| DWH | A large store of data accumulated from a wide range of sources within a company and used to guide management decisions. | Data Ware House |
| ETL | Extract, transform, and load (ETL, Extract, Transform, Load) is the process of compiling data from an unlimited number of sources, their subsequent organization, and centralization in a single repository. | |
| Finance Metrics | Indicators that help to monitor the financial performance of the company i.e. Daily, month to date, year to date Profit & Loss, Acquisition Cost per Client, etc. | |
| Functional Requirements | Functional requirements describe how a product must behave, what its features and functions. They are product features or functions that developers must implement to enable users to accomplish their tasks. | Functional Specifications |
| Funnel | The Whisbi funnel summarizes the most relevant aggregated metrics for the company. From the moment that the Whisbi bubble button is shown in a client’s website to the conversion of a lead into a sale or a custom output such as a test drive. The funnel is composed of the following concepts: Impressions, Clicks, Requests, Leads, Sales (Conversions). | |
| IP | The numerical label assigned to each device connected to a computer network. | |
| KPI’s | Key performance indicators that allow monitoring the companies performance in order to take strategical and tactical decisions. I.e. Conversion Rate, Total Sales, Cost per lead, % valid leads, etc. | |
| Lead Scoring | A service that allows scoring a lead through business rules, historical data and predictive models | |
| Notes | The notes were taken by the video agent using the Whisbi Agent UI. | |
| NPS | This metric categorizes users into three buckets: promoters, liabilities, and detractors, according to the score they give in satisfaction surveys. The Net Promoting Score will reflect what the brand valuation is among users. It can give clues about the aspects to improve, either in the content presentation, the page, or in the user experience. | Net Promoter Score |
| Operating System | The operating system used to access the page where the bubble button is being displayed. I.e. IOS, Android, Windows, Mac, Ubuntu. | OS |
| Presenter | The person that hosts a broadcast app in a Whisbi Broadcast session. | |
| Product | A product is one of the SaaS services that Whisbi offers for sale to its clients and that responds to their needs in order to increase their revenue. It also can be the items that Whsibi’s clients have for sale. | |
| QA | The maintenance of a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production. | Quality Assurance |
| Sales Metrics | Sales metrics refer to the KPIs an organization monitors to gauge overall business performance. Team leaders use sales performance metrics to determine progress and monitor goals and objectives. These metrics are also vital for those individuals who manage a sales funnel. i.e: to measure customer satisfaction during and after the sales process, revenues. Some examples are Time spent selling, lead response time, opportunity lead rate, Sales Pipeline Coverage (SPC), monthly new leads, monthly sales, etc. | |
| Seed | The seed identifies the source from which any Whisbi’s product was accessed. It allows identifying the account and the properties of a client. | Branch |
| SFTP | SFTP (SSH File Transfer Protocol) is a secure file transfer protocol used to store files that are shared with a customer. | |
| Solution requirements | Solution requirements describe the characteristics that a product must have to meet the needs of the stakeholders and the business itself. | |
| Team | A group of video agents that work for the same account in the same call center. This grouping is determined by the client. | |
| Transition requirements | An additional group of requirements defines what is needed from an organization to successfully move from its current state to its desired state with the new product. | To be requirements |
| URL | A uniform resource locator (URL) is the address of a resource on the Internet. A URL indicates the location of a resource as well as the protocol used to access it. It is a property that identifies from which site was the Whisbi product used. | |
| User | A user that interacts with any Whisbi’s application. Front end team creates the account through the Backend.Whisbi.Com tool. | |
| Video Agent | The video agent is a professional who is in charge of attending and responding to the client via video and voice. In the case of Whisbi, he is responsible for responding to the leads generated by our clients, with the aim of materializing a conversion. | Agent |
Whisbi Terms:
| Terms | Description | AKA | Product | Labels |
|---|---|---|---|---|
| Account id | Unique identifier code of a specific account | Campaignguid | All | RawData |
| Account name | It is the combination of a customer or a customer product and the Whisbi solution that is using. Front end team creates the account through the Backend.Whisbi.Com tool. | Campaignname | All | RawData |
| Action | In the context of the Lead is the action that triggered a lead event. | Assisted Convertor | LeadEvents, RawData | |
| Action end date | The date-time that the action ended. | Assisted Convertor | LeadEvents, RawData | |
| Action end date local time | The date-time that the action was ended in local time. | Assisted Convertor | LeadEvents, RawData | |
| Action guid | Unique identifier of an action, a guid of 36 characters. | Assisted Convertor | LeadEvents, RawData | |
| Action result | Result code of the action (1000, 6000, 7000). | Outcome | Assisted Convertor | LeadEvents, RawData |
| Action result name | Description of the result of an action (CALL ME NOW, CALL ME BACK, ONLY VIDEO, ONLY CALL, CHAT, EMAIL, SMS, RECOVER LEAD, ADD LEAD, SEARCH LEAD). | Assisted Convertor | LeadEvents, RawData | |
| Action result type | Type of the Result of an action (Segment) | Segment | Assisted Convertor | LeadEvents, RawData |
| Action type | Classification of the Action (CALL, SMS, CHAT, AGENT). | Assisted Convertor | LeadEvents, RawData | |
| Active Viewer | An end-user that joins a Whisbi Broadcast and who has interacted with the presenter. A viewer interacts with an agent through a Whisbi’s product. | Broadcast | ||
| ACW | After-Call Work. The time that the agent has spent after a call with a customer to provide an outcome for the lead interaction. | Assisted Convertor | Metric | |
| Agency guid | Unique identifier for an Agency. | Assisted Convertor | LeadEvents, RawData | |
| Agency name | Name of the Agency. | Assisted Convertor | LeadEvents, RawData | |
| Agent after call work duration | ACW (min): Accumulated time that the VA uses before coding the call in minutes. Data source: LeadEvents table. Metric: Sum of the records in which the Call End field is not null and the End Session field is not null either. In these cases, the time difference between End Session – Call End is calculated and the result of all the records is added together Date: Date of the generation of the action (call) | ACW | Assisted Convertor | Metric, LeadEvents, RawData |
| Agent hold time | AHT (min): Accumulated time of the call in minutes. Time the customer is on the phone with the VA. Data source: LeadEvents table. Metric: Sum of the records in which the Call End field is not null and the Contact Init field is not null either. In these cases, the time difference between the Call End – Contact Init is calculated and the result of all the records is added together Date: Date of the generation of the action (call). | AHT, Average Handle Time | Assisted Convertor | Metric, LeadEvents, RawData |
| Agent phone | Video agent’s phone number. | Assisted Convertor | LeadEvents, RawData | |
| Agent phone cost | Telephone cost associated with the video agent’s telephone number. | Assisted Convertor | LeadEvents, RawData | |
| Agent phone country | The country corresponding to the video agent’s telephone number. | Assisted Convertor | LeadEvents, RawData | |
| Agent phone type | Phone type corresponding to the video agent’s telephone number (uan, mobile, fixed_line, toll_free) | Assisted Convertor | LeadEvents, RawData | |
| ARPA | The average revenue per account | Metric | ||
| Average BroadCast Time | It is the average time in session Broadcast (Time session Broadcast / Total sessions) | Broadcast | Metric | |
| Average handle time. | Accumulated time of the call in minutes. Time the customer is on the phone with the VA. Data source: LeadEvents table. Metric: Sum of the records in which the Call End field is not null and the Contact Init field is not null either. In these cases, the time difference between the Call End – Contact Init is calculated and the result of all the records is added together Date: Date of the generation of the action (call). | AHT | Assisted Convertor | Metric |
| Average rating Presenter | Average of ratings made to the presenter, by the active viewers. | Broadcast | Metric | |
| Avg.Viewing Time (Sec) | Average viewing time of the presenter’s explanation in a Broadcast session. | Broadcast | Metric, LeadManager | |
| Banned | Viewer expelled out of session by the presenter in a session Broadcast. | Broadcast | ||
| Branch | A grouping of seeds that share certain properties. | RawData | ||
| Branch group guid | Branch group Identifier code. | Seed, Clic2Action | All | LeadEvents, RawData |
| Branch group name | Specific denomination of a grouping of seeds that share certain properties. | Seed, Clic2Action | All | LeadEvents, RawData |
| Branch guid | Branch Identifier code. | Seed, Clic2Action | All | LeadEvents, RawData |
| Branch name | Branch name or description. | Seed, Clic2Action | All | LeadEvents, RawData |
| BroadCast Time | Time consumed in a Broadcast session. | Broadcast | ||
| Broadcast_end_time | The end time of a Broadcast session. | Broadcast | RawData | |
| Broadcast_start_time | Start time of a BroadCast session. | Broadcast | RawData | |
| Browser | A browser is an application program that provides a way to look at and interact with all the information on the World Wide Web. | All | LeadEvents, RawData | |
| Browser version | A number or id that identifies the release version of the browser. | All | RawData | |
| CAC | Customer acquisition cost (CAC) is the resources and costs incurred to acquire a new customer. | All | Metric | |
| Call Back | Is the act of calling back. This option is configurable. If enabled, the customer can leave their details to be contacted at a later time | Assisted Convertor | LeadEvents, RawData | |
| Call duration | Duration of a call, from the moment the interlocutor requests the calls until the VA hangs up the call. | Assisted Convertor | LeadEvents, RawData | |
| Call end | The moment in which the user or the video agent hangs up the call. | Assisted Convertor | LeadEvents, RawData | |
| Call end local time | Assisted Convertor | LeadEvents, RawData | ||
| Call init | The moment the user goes off-hook. | Assisted Convertor | LeadEvents, RawData | |
| Campaign | It is the combination of a customer or a customer product and the Whisbi solution that is using. Front end team creates the campaign through the Backend.Whisbi.Com tool. | All | RawData | |
| Campaign guid | Unique numeric code used to identify the campaign. | Account | All | LeadEvents, RawData |
| Campaign guid name | The specific name assigned to a certain campaign is the combination of a customer or a customer product and the Whisbi solution that is using. | Account | All | LeadEvents, RawData |
| Channel name | Name of the Channel type from which the seed is sourced from. | Account | All | LeadEvents, RawData |
| Churn Rate | The churn rate, also known as the rate of attrition or customer churn, is the rate of what measures customers stop doing business with a company. | All | Metric | |
| City | Information extracted from the IP of the event (when we can obtain the IP). | All | LeadEvents, RawData | |
| Click | The event sent when the customer clicks on the bubble button. | Visitor | All | |
| Click – Bubble button | The event sent when the customer clicks on the bubble button. | |||
| Click-to-call | Is digital communication in which a person clicks a button or text in order to be connected with another individual in real-time. | |||
| Clicks Chatbot | The event sent when the customer clicks on a chatbot node. | |||
| Client name | The official name of our client. | All | LeadEvents, RawData | |
| Client product | All | RawData | ||
| Clientid | Customer identifier code. | All | LeadEvents, RawData | |
| Closed lead | Lead with an assigned result or outcome by the presenter. | Assisted Convertor | ||
| Contact init | The moment in which a video agent opens the desktop, that is, when communication with the VA is established. | Assisted Convertor | LeadEvents, RawData | |
| Contact init local time | Assisted Convertor | LeadEvents, RawData | ||
| Conversation Time | The time that the video agent and the user are talking during a call. | Assisted Convertor | ||
| Conversion Rate | The proportion of sales with respect to the number of leads. (Conversion/ Lead) | Metric | ||
| Cookieguid | Cookies are used to identify and recognize users, and also to know their browsing behavior. Cookies play a very important role and serve to improve browsing experiences for the user. | RawData | ||
| Country | Country name associated with the client who has contracted Whisbi services or the lead. | Assisted Convertor | LeadEvents, RawData | |
| Country code | Country code, in ISO format, associated with the client who has contracted Whisbi services. | Assisted Convertor | LeadEvents, RawData | |
| Country name | Information corresponding to the Country, extracted from the IP of the device used by the user of the Whisbi Solution. | Assisted Convertor | LeadEvents, RawData | |
| CPA/ CPC | It is the cost to a customer of a sale made by Whisbi. It is calculated: Revenues / Nº Conversions | All | Metric | |
| CRM | Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. | All | ||
| CTI | CTI is the abbreviation for the technical term Computer Telephony Integration. It refers to a communications solution that, with the assistance of computer software, allows functions of the phone system to be used in conjunction with information stored in the computer system. | All | ||
| Customer IP Country Code | Information corresponding to the country identifier code, extracted from the IP of the device used by the user of the Whisbi Solution. | Assisted Convertor | LeadEvents, RawData | |
| Customer Lifetime Value | The definition of Customer Lifetime Value is simple: Customer Lifetime Value represents a customer’s value to a company over a period of time. | All | Metric | |
| Customer phone cost | Telephone cost associated with calls made from a certain account or customer. | Assisted Convertor | LeadEvents, RawData | |
| Dataouille | Backend module in charge of modeling the data and apply the business rules about data time visibility and masking. It’s part of the Whisbi Insights pipeline. | |||
| Device | A device through which an Internet user can browse the web. (Desktop, mobile phone, tablet, etc). | All | LeadEvents, RawData | |
| Device type | The specific device used by the user to interact with the Whisbi application. | All | RawData | |
| Device_brand | The brand of the device an end-user is using to interact with Whisbi products | All | RawData | |
| The email that has been input by an end-user | All | LeadEvents, LeadManager, RawData | ||
| End date | The end date of the event. | Assisted Convertor | LeadEvents, RawData | |
| Engaged Viewers | Viewers that have been watching a Broadcast session over 180 seconds | Broadcast | ||
| Engagement | It is a marketing strategy that directly engages consumers and invites and encourages them to participate in the evolution of a brand or a brand experience. | Broadcast | ||
| ETL | Extract, transform, and load (ETL, Extract, Transform, Load) is the process of compiling data from an unlimited number of sources, their subsequent organization, and centralization in a single repository. | |||
| Event | Different actions are taken on a lead to qualify it. | All | ||
| Event date | The date on which the video agent or the system attributes status to the event. | All | RawData | |
| Event date local | Local Date on which the video agent or the system attributes status to the event. (Local date is the Whisbi server time + the time differential defined in the Account) | All | RawData | |
| Event duration | Time dedicated to each of the events done on a lead. | Assisted Convertor | LeadEvents, RawData | |
| Eventgmttime | Assisted Convertor | LeadEvents, RawData | ||
| Expired Lead | Leads automatically terminated by the system, after reaching their maximum assigned lifetime, without a definitive outcome. | Assisted Convertor | LeadEvents, RawData | |
| Expiring Date | The end date of the service contracted by the client. | All | ||
| Extra | The field that collects “extra” information. Information that is not in any form or field of the application. | Assisted Convertor | LeadEvents, RawData | |
| gmttime+h | Server time + the time differential defined in the Account. | All | LeadEvents, RawData | |
| Host | A host is any computer equipment that has an IP address and that is interconnected with one or more computers and that functions as the starting and ending point of data transfers. | RawData | ||
| Imp./ Leads | Indicates the number of Impressions necessary to generate a lead. | Assisted Convertor | Metric | |
| Imp./ Requests | Indicates the number of Impressions necessary to generate a request. | Assisted Convertor | Metric | |
| Imp./ Sales | Indicates the number of Impressions necessary to generate a sale or conversion. | All | Metric | |
| Impression | An impression is an event that is triggered when the Whisbi’s bubble button, widget or other elements are displayed in the end user’s browser | All | ||
| Impressions Chatbot | ||||
| Industry | It is the business activity sector to which the client corresponds. | All | Finance, LeadEvents, RawData | |
| Init date | Start date of an event. | Assisted Convertor | LeadEvents, RawData | |
| Interactions | Interactions on social networks: All the records that have to do with the number of comments, number of likes, retweets, user consultation messages through private messages, or total number of followers, among others. | Broadcast | ||
| Invalid Lead | Lead that is not targetable sale or conversion. The end doesn’t fulfill the required profile. This is set by the Agent in the outcome when he closes the session. Potential cases are that the end user’s number is wrong, is not interested. | Assisted Convertor | ||
| IP country | It is the mapping of an IP address to the real-world geographic location of a computer connected to the Internet or a mobile device, by the user who has contacted a Whisbi application. | All | LeadEvents, RawData | |
| Kpi guid | It is a session guid, that relates impressions and clicks with Lead Events. | Assisted Convertor | LeadEvents, RawData | |
| Kpi id | LeadEvents, RawData | |||
| Landing Page | A landing page is a standalone web page, created specifically for a marketing or advertising campaign. It’s where a visitor “lands” after they click on a link, an email, or ads from Google… or similar places on the web. | All | ||
| Latitude | LeadEvents, RawData | |||
| LDS | Lead Distribution System | LeadEvents, RawData | ||
| Lead | A lead is a user who has delivered the requested data to a company and, as a consequence, becomes a record of its database with which the organization can interact. In the case of Whisbi, the requested information is a valid telephone number. This also requires that this person has accepted the privacy policy of the company. | |||
| Lead – Assisted Convertor | End-user who has entered a valid phone number | Assisted Convertor | ||
| Lead – Unassisted Convertor (Chatbot) | End-user who has covered a whole path of the Assisted Convertor. | Lead – Chatbot | ||
| Lead date | Lead capture date. | LeadManager, RawData | ||
| Lead Events | ||||
| Lead expired | Leads automatically terminated by the system, after reaching their maximum assigned lifetime, without a definitive outcome. | Assisted Convertor | ||
| Lead Manager | This server manages leads: get leads and stores them on the database | |||
| Likes | ||||
| Local Date | Local time is the Whisbi server time + the time differential defined in the Account. | RawData | ||
| Localtime | Local time is the Whisbi server time + the time differential defined in the Account. | All | LeadEvents, RawData | |
| Log | The term log is used to define the log history, it refers to the sequential recording in a file or in a database of all the events (events or actions) that affect a particular process, it is the test of the behavior of the system. | All | ||
| Login | Date and time when an agent connects to the system with their credentials. | |||
| LogOut | Date and time when an agent stops using and registering in an application with their credentials. | All | ||
| Longitud | All | RawData | ||
| Metrics | Metrics are measures of quantitative assessment used for assessing, comparing, and tracking performance or production. A group of metrics will typically be used to build a dashboard that management or analysts review on a regular basis to maintain performance assessments, opinions, and business strategies. | All | ||
| Name | Whisbi application user name, this name is associated with a lead and an event. | Assisted Convertor | LeadManager | |
| Node | ||||
| NPS bucket | Assisted Convertor | LeadEvents, RawData | ||
| NPS quiz question | Text or code corresponding to the question asked in the survey “Net Promoter Score”, and that the user (Internet user) will have to assess after using a Whisbi solution. | Assisted Convertor | LeadEvents, RawData | |
| NPS quiz value | The numerical value corresponding to the score of the questions asked in “Net Promoter Score”. | Assisted Convertor | LeadEvents, RawData | |
| Number of hops | The number of times in an LDS service the request has been offered to a call center before being attended. | Assisted Convertor | LeadEvents, RawData | |
| OS | The operating system used to access the page where the bubble button is being displayed. I.e. IOS, Android, Windows, Mac, Ubuntu. | All | LeadEvents, RawData | |
| OS Version | Update number of the operating system. | All | RawData | |
| Outcome | Reason for ending the call or event attributed by the video agent or by the system. | Result | LeadEvents, LeadManager, RawData | |
| Passive Viewers | A user who joins a broadcast and has NOT interacted with the presenter. | DECK | ||
| Path | RawData | |||
| PBX | A PBX is a Private Branch eXchange, a hardware system that handles routing and switching of calls between a business location and the telephone network. | Assisted Convertor | ||
| Phone | Telephone number corresponding to the user who has interacted with a Whisbi application. | Assisted Convertor | LeadEvents, LeadManager, RawData | |
| Phone country | Country assigned to a telephone number to the user who has interacted with a Whisbi application. | Assisted Convertor | LeadEvents, RawData | |
| Phone type | Phone type assigned to a telephone number to the user who has interacted with a Whisbi application (Fixed, mobile, Toll-Free). | Assisted Convertor | LeadEvents, RawData | |
| Pin Session | It’s a session that started using the PIN on-screen option. It’s used to connect any regular phone call to an online interactive One-to-One experience. During a phone call, an agent can ask the customer for a pin number that appears at the bottom left corner their By entering this pin number to the Whisbi platform, a One-to-One session will open on the customer’s screen. | |||
| Postal | Rawdata | |||
| Postal code | Assisted Convertor | LeadEvents, RawData | ||
| Presenter id | Unique identifier code assigned to a specific presenter. | Broadcast | RawData | |
| Presenter Name | Name of the person who takes the action of explaining the product to the viewers of a Broadcast session. | Broadcast | RawData | |
| Presenter Rate Value | The value associated with the qualification of the presenter who has attended a viewer. Viewers can rate the presenter with up to five stars. The presenter will see this assessment in a summary at the end of the session. | Broadcast | RawData | |
| Presenter Rating | Rating of the presenter who has attended a viewer. The viewers can rate the presenter with up to five stars. The presenter will see this evaluation in a summary at the end of the Session. | Broadcast | DECK | |
| Product name | Name or code that identifies the product or type of service offered to a client… | Assisted Convertor | LeadEvents, RawData | |
| Question/Viewer | The number of questions asked by a viewer to the presenter of the Broadcast session. | Broadcast | Metric | |
| Questions | Doubts from viewers regarding the product presented at the Broadcast session. | Broadcast | ||
| Questions/minute | The number of questions asked by minute to the presenter of the Broadcast session. | |||
| Quiz1,2,3… | Doubts from viewers regarding the product presented at the Broadcast session. | Assisted Convertor | LeadEvents, RawData | |
| Referer | RawData | |||
| Region | Information corresponding to the Region, extracted from the IP of the device used by the user of the Whisbi Solution. | Assisted Convertor | LeadEvents, RawData | |
| Renewal date | Date of renewal of the service contracted by a client. | All | ||
| Renewal rate | The renewal rate measures the percentage of customers who renew their subscriptions at the end of each subscription period. A high renewal rate is a strong indicator of value. | All | Metric, RawData | |
| Report | Synthesized data in the form of an official document with charts. Usually, it is aggregated information. which differentiates it from a list. | All | ||
| Request | A customer that makes a request for a Convertor session. Unassisted Convertor If the session ends (arrives at the end of the path) it becomes a request with the “Conversational form“ type if it flows into the assisted rules to apply. else is not considered a request. Assisted Convertor When the customer initiates the contact with the agent is currently considered a request. When the system initiates the contact with the customer is not considered a request | Assisted Convertor | ||
| Result | Reason for ending the call or event attributed by the video agent or by the system. | Outcome | Assisted Convertor | LeadEvents, RawData |
| Result agent | Guid or identification code corresponding to the video agent that has attributed a result to the attended call. | Outcome | Assisted Convertor | LeadEvents, RawData |
| Result agent email | Mail associated with the video agent that has attributed a result to the attended call. | Outcome | Assisted Convertor | LeadEvents, RawData |
| Result agent name | Name associated with the video agent that has attributed a result to the attended call. | Outcome | Assisted Convertor | LeadEvents, RawData |
| Result agent surname | Surname associated with the video agent that has attributed a result to the attended call. | Outcome | Assisted Convertor | LeadEvents, RawData |
| Result date | Date when the video agent has attributed a result to the attended call. | Outcome | Assisted Convertor | LeadEvents, RawData |
| ROI | Return on Investment (ROI) is a performance measure used to evaluate the efficiency of an investment or compare the efficiency of a number of different investments. | Metric | ||
| Schedule date | The Schedule functionality allows a customer to book a session for a specific date and hour in the future. The scheduled date corresponds to the future programming date of the session. | Assisted Convertor | LeadEvents, RawData | |
| Schedule phone | The Schedule functionality allows a customer to book a session for a specific date and hour in the future. The schedule phone corresponds to the number of phone programming of the session. | Assisted Convertor | LeadEvents, RawData | |
| Seddid | Unique identifier code associated with a specific seed. | Assisted Convertor | RawData | |
| Seed | The seed is the source from a request for is originated. Created by the Front End team per Client’s request who defines the name for each seed. Using the Backend.Whisbi.Com (prebackend.whisbi.com) Add Branch screen they input the data that goes into the WBranch table. | Branch, Click to Action | Assisted Convertor | |
| Seed name | The specific denomination for a given seed. | Assisted Convertor | RawData | |
| Segment | Classification of Results or Outcomes, with which the video agent ends a lead. The segments that summarize the leads are Sales, Valid, Invalid, Pending. | Assisted Convertor | ||
| Server | A server is a computer, a device or a program that is dedicated to managing network resources | |||
| Session | All | |||
| Session Time | Duration time of a session. It is measured in seconds | All | ||
| SLA | Service Level Agreement (SLA). Service Level Agreement (SLA). It is the proportion of optimal service time, with respect to the total time in a customer’s service hours. | Metric | ||
| Smarlanding | Leads not attended by a video agent. | Assisted Convertor | ||
| Start Date | Start date of the service contracted by the client. | All | ||
| Status client | Last status of the client’s contract. The status is New, Lost, Renewal, Upsell (Upgrade, Downgrade). | All | ||
| Subdivision 0 | Name of the regional code extracted from the IP. | All | LeadEvents, RawData | |
| Subdivision 0 code | Regional code extracted from the IP. | All | LeadEvents, RawData | |
| Subdivision 1 | The second level of the region code extracted from the IP. | All | LeadEvents, RawData | |
| Subdivision 1 code | Second level code of the region code extracted from the IP. | All | LeadEvents, RawData | |
| The Funnel | The funnel definition is a system that helps you track the stages of decision-making a customer goes through when making a purchase. The Whisbi funnel summarizes the most relevant aggregated metrics for the company, from the moment that the Whisbi bubble button is shown in a client’s website to the conversion of a lead into a sale. The funnel is composed of the following concepts: Impressions Clicks Requests Leads Sales (Conversions) | All | ||
| Third init | Start date the call to 3. | Assisted Convertor | LeadEvents, RawData | |
| Third-party call | This field reports whether or not a call has been made to 3 | Assisted Convertor | LeadEvents, RawData | |
| Third phone | A phone that has made the call to 3 | Assisted Convertor | LeadEvents, RawData | |
| Third phone country | The country corresponding to a phone that has made the call to 3 | Assisted Convertor | LeadEvents, RawData | |
| Third phone type | Phone type that has made the call to 3 (fixed, mobile…) | Assisted Convertor | LeadEvents, RawData | |
| Third redirect | Informs if a call to 3 has been redirected. | Assisted Convertor | LeadEvents, RawData | |
| Total phone cost | Cost of telephony consumed by customers. | Assisted Convertor | LeadEvents, RawData | |
| Total Time viewed (Sec) | Broadcast | |||
| Transfer call | Action to transfer a call between agents. | Assisted Convertor | LeadEvents, RawData | |
| Transfer init | Start of call transfer between agents. | Assisted Convertor | LeadEvents, RawData | |
| Transfer phone | Telephone number corresponding to the telephone that has issued the transfer of the call. | Assisted Convertor | LeadEvents, RawData | |
| Transfer phone country | The country corresponding to the telephone that has issued the transfer of the call. | Assisted Convertor | LeadEvents, RawData | |
| Transfer phone type | Phone type corresponding to the telephone that has issued the transfer of the call. | Assisted Convertor | LeadEvents, RawData | |
| Transfer redirect | Informs if the transfer call has been redirected. | Assisted Convertor | LeadEvents, RawData | |
| User ip | IP number of the user’s device | All | LeadEvents, RawData | |
| User Name | Name of the user what interacts with any Whisbi application. | All | ||
| UserAgent | A field received int he seed that provides extra information about the end-user such as device type, etc. | RawData | ||
| Vacenter | Grouping of different teams of Video Agents, which have common properties This grouping is determined by the client. | CallCenter | Assisted Convertor | LeadEvents, RawData |
| Vacenter name | Description or name of VACenter. | CallCenter | Assisted Convertor | LeadEvents, RawData |
| Vagroup | Team identifier code made up of video agents | Team | Assisted Convertor | LeadEvents, RawData |
| Vagroup name | Team description or name made up of video agents. | Team | Assisted Convertor | LeadEvents, RawData |
| Valid Lead | Lead or user who has the requirements to make a sale, and to whom the video agent has been able to explain the product. The Video Agent can end the call with an Outcome of Sale or No Sale (Not interested). | Assisted Convertor | LeadManager, RawData | |
| Vertical | A market where the client comes from, it can be an industry like a demographic type, etc. | All | LeadEvents, RawData | |
| Viewer – Broadcast | A user who joins a Broadcast session. | Broadcast | ||
| Viewer Reviews | A review that the viewers leave for the broadcaster | Broadcast | ||
| Viewers/minute | No. of viewers who attend a Broadcast session in one minute. | Broadcast | Metric | |
| Waiting time | The time that a user waits to be attended by a video agent since he makes the call request. | Assisted Convertor | LeadEvents, RawData | |
| Whisbi product | Whisbi product that a customer has contracted. | All | LeadEvents, RawData | |
| Whisbi service | Whisbi product that a customer has contracted. | All | RawData | |
| Widget | The whole and customized Whisbi visual experience (including the language) that a client adds to their website to display to their customers. | Merger | Broadcast | |
| Widget id | Unique identifier code associated with a specific widget. | Broadcast | RawData | |
| Widget name | Descriptive denomination associated with a specific widget. | Broadcast | RawData | |
| % Clicks / Imp | The proportion of total clicks respect to total impressions. | All | Metrics | |
| % Conversation Time/ Session Time | It is also “operational time” or “occupation time”. This metric represents the ratio of conversation time respect to total video agent session time. | TMO | Assisted Convertor | Metrics |
| % Engaged | % of viewers who have seen the Broadcast, more than 180 seconds. | Broadcast | Metrics | |
| % Internationalization | The proportion of non-Spanish customers with respect to total customers. (Nº non-Spanish clients / Total clients). | All | Metrics | |
| % Invalid Lead | The proportion of invalid leads respect to total leads. | Assisted Convertor | Metrics | |
| % Leads/Requests | The proportion of leads respect to total requests. | Assisted Convertor | Metrics | |
| % Requests/ Clicks | The proportion of total request respect to total clicks. | Assisted Convertor | Metrics | |
| % Sales/ Impressions | The proportion of sales respect to total impressions. | All | Metrics | |
| % Sales/V.L. | The proportion of conversions or sales respect to valid leads. | Assisted Convertor | Metrics | |
| % Valid Leads | The proportion of valid leads respect to total leads. | Assisted Convertor | Metrics |