Whisbi Glossary

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:

ConceptDescriptionAKA
AccountIt 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
AgencyA 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, 
BIThe 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 decisionsBusiness Intelligence
Big DataBig 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. 
BRDA business requirements document (BRD) details the business solution for a project including the documentation of customer needs and expectations.Business Requirement Document
BroadcastWhisbi’s product that allows the distribution of video content to a dispersed audience.OTM
BrowserThe browser technology used to access the page where the bubble button is being displayed. I.e. Chrome, IE, Safari. 
Business Requirementsare 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 CentreSet 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
ChannelChannel type from which the seed is sourced from. This is set up by the client. An example is. direct traffic. 
ChartA 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. 
ChatWritten conversation between two parties, Agent and end-user. 
ChatbotA 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
ConversionA 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
ConvertorWhisbi product allows an end customer to materialize a conversion without the intervention of a video agent.Unassisted Convertor, Chatbot
DashboardA 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. 
DeviceThe device used to access the page where the bubble button is being displayed. I.e. Desktop, Mobile, Tablet. 
DWHA large store of data accumulated from a wide range of sources within a company and used to guide management decisions.Data Ware House
ETLExtract, 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 MetricsIndicators 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 RequirementsFunctional 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
FunnelThe 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). 
IPThe numerical label assigned to each device connected to a computer network. 
KPI’sKey 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 ScoringA service that allows scoring a lead through business rules, historical data and predictive models 
NotesThe notes were taken by the video agent using the Whisbi Agent UI. 
NPSThis 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 SystemThe operating system used to access the page where the bubble button is being displayed. I.e. IOS, Android, Windows, Mac, Ubuntu.OS
PresenterThe person that hosts a broadcast app in a Whisbi Broadcast session. 
ProductA 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.
 
QAThe 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 MetricsSales 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. 
SeedThe seed identifies the source from which any Whisbi’s product was accessed. It allows identifying the account and the properties of a client.Branch
SFTPSFTP (SSH File Transfer Protocol) is a secure file transfer protocol used to store files that are shared with a customer. 
Solution requirementsSolution requirements describe the characteristics that a product must have to meet the needs of the stakeholders and the business itself. 
TeamA group of video agents that work for the same account in the same call center. This grouping is determined by the client. 
Transition requirementsAn 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
URLA 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. 
UserA user that interacts with any Whisbi’s application. Front end team creates the account through the Backend.Whisbi.Com tool. 
Video AgentThe 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:

TermsDescriptionAKAProductLabels
Account idUnique identifier code of a specific accountCampaignguidAllRawData
Account nameIt 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.CampaignnameAllRawData
ActionIn the context of the Lead is the action that triggered a lead event. Assisted ConvertorLeadEvents, RawData
Action end dateThe date-time that the action ended. Assisted ConvertorLeadEvents, RawData
Action end date local timeThe date-time that the action was ended in local time. Assisted ConvertorLeadEvents, RawData
Action guidUnique identifier of an action, a guid of 36 characters. Assisted ConvertorLeadEvents, RawData
Action resultResult code of the action (1000, 6000, 7000).OutcomeAssisted ConvertorLeadEvents, RawData
Action result nameDescription 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 ConvertorLeadEvents, RawData
Action result typeType of the Result of an action (Segment)SegmentAssisted ConvertorLeadEvents, RawData
Action typeClassification of the Action (CALL, SMS, CHAT, AGENT). Assisted ConvertorLeadEvents, RawData
Active ViewerAn 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 
ACWAfter-Call Work. The time that the agent has spent after a call with a customer to provide an outcome for the lead interaction. Assisted ConvertorMetric
Agency guidUnique identifier for an Agency. Assisted ConvertorLeadEvents, RawData
Agency nameName of the Agency. Assisted ConvertorLeadEvents, RawData
Agent after call work durationACW (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)

ACWAssisted ConvertorMetric, LeadEvents, RawData
Agent hold timeAHT (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 TimeAssisted ConvertorMetric, LeadEvents, RawData
Agent phoneVideo agent’s phone number. Assisted ConvertorLeadEvents, RawData
Agent phone costTelephone cost associated with the video agent’s telephone number. Assisted ConvertorLeadEvents, RawData
Agent phone countryThe country corresponding to the video agent’s telephone number. Assisted ConvertorLeadEvents, RawData
Agent phone typePhone type corresponding to the video agent’s telephone number (uan, mobile, fixed_line, toll_free) Assisted ConvertorLeadEvents, RawData
ARPAThe average revenue per account  Metric
Average BroadCast TimeIt is the average time in session Broadcast (Time session Broadcast / Total sessions) BroadcastMetric
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).

AHTAssisted ConvertorMetric
Average rating PresenterAverage of ratings made to the presenter, by the active viewers. BroadcastMetric
Avg.Viewing Time (Sec)Average viewing time of the presenter’s explanation in a Broadcast session. BroadcastMetric, LeadManager
BannedViewer expelled out of session by the presenter in a session Broadcast. Broadcast 
BranchA grouping of seeds that share certain properties.  RawData
Branch group guidBranch group Identifier code.Seed, Clic2ActionAllLeadEvents, RawData
Branch group nameSpecific denomination of a grouping of seeds that share certain properties.Seed, Clic2ActionAllLeadEvents, RawData
Branch guidBranch Identifier code.Seed, Clic2ActionAllLeadEvents, RawData
Branch nameBranch name or description.Seed, Clic2ActionAllLeadEvents, RawData
BroadCast TimeTime consumed in a Broadcast session. Broadcast 
Broadcast_end_timeThe end time of a Broadcast session. BroadcastRawData
Broadcast_start_timeStart time of a BroadCast session. BroadcastRawData
BrowserA browser is an application program that provides a way to look at and interact with all the information on the World Wide Web. AllLeadEvents, RawData
Browser versionA number or id that identifies the release version of the browser. AllRawData
CACCustomer acquisition cost (CAC) is the resources and costs incurred to acquire a new customer. AllMetric
Call BackIs 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 ConvertorLeadEvents, RawData
Call durationDuration of a call, from the moment the interlocutor requests the calls until the VA hangs up the call. Assisted ConvertorLeadEvents, RawData
Call endThe moment in which the user or the video agent hangs up the call. Assisted ConvertorLeadEvents, RawData
Call end local time  Assisted ConvertorLeadEvents, RawData
Call initThe moment the user goes off-hook. Assisted ConvertorLeadEvents, RawData
CampaignIt 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. AllRawData
Campaign guidUnique numeric code used to identify the campaign.AccountAllLeadEvents, RawData
Campaign guid nameThe specific name assigned to a certain campaign is the combination of a customer or a customer product and the Whisbi solution that is using.AccountAllLeadEvents, RawData
Channel nameName of the Channel type from which the seed is sourced from.AccountAllLeadEvents, RawData
Churn RateThe 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. AllMetric
CityInformation extracted from the IP of the event (when we can obtain the IP). AllLeadEvents, RawData
ClickThe event sent when the customer clicks on the bubble button.VisitorAll 
Click – Bubble buttonThe event sent when the customer clicks on the bubble button.   
Click-to-callIs digital communication in which a person clicks a button or text in order to be connected with another individual in real-time.   
Clicks ChatbotThe event sent when the customer clicks on a chatbot node.   
Client nameThe official name of our client. AllLeadEvents, RawData
Client product  AllRawData
ClientidCustomer identifier code. AllLeadEvents, RawData
Closed leadLead with an assigned result or outcome by the presenter. Assisted Convertor 
Contact initThe moment in which a video agent opens the desktop, that is, when communication with the VA is established. Assisted ConvertorLeadEvents, RawData
Contact init local time  Assisted ConvertorLeadEvents, RawData
Conversation TimeThe time that the video agent and the user are talking during a call. Assisted Convertor 
Conversion RateThe proportion of sales with respect to the number of leads. (Conversion/ Lead)  Metric
CookieguidCookies 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
CountryCountry name associated with the client who has contracted Whisbi services or the lead. Assisted ConvertorLeadEvents, RawData
Country codeCountry code, in ISO format, associated with the client who has contracted Whisbi services. Assisted ConvertorLeadEvents, RawData
Country nameInformation corresponding to the Country, extracted from the IP of the device used by the user of the Whisbi Solution. Assisted ConvertorLeadEvents, RawData
CPA/ CPCIt is the cost to a customer of a sale made by Whisbi. It is calculated: Revenues / Nº Conversions AllMetric
CRMCustomer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. All 
CTICTI 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 CodeInformation corresponding to the country identifier code, extracted from the IP of the device used by the user of the Whisbi Solution. Assisted ConvertorLeadEvents, RawData
Customer Lifetime ValueThe definition of Customer Lifetime Value is simple: Customer Lifetime Value represents a customer’s value to a company over a period of time. AllMetric
Customer phone costTelephone cost associated with calls made from a certain account or customer. Assisted ConvertorLeadEvents, RawData
DataouilleBackend 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.   
DeviceA device through which an Internet user can browse the web. (Desktop, mobile phone, tablet, etc). AllLeadEvents, RawData
Device typeThe specific device used by the user to interact with the Whisbi application. AllRawData
Device_brandThe brand of the device an end-user is using to interact with Whisbi products AllRawData
EmailThe email that has been input by an end-user AllLeadEvents, LeadManager, RawData
End dateThe end date of the event. Assisted ConvertorLeadEvents, RawData
Engaged ViewersViewers that have been watching a Broadcast session over 30 seconds Broadcast 
EngagementIt 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 
ETLExtract, 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.   
EventDifferent actions are taken on a lead to qualify it. All 
Event dateThe date on which the video agent or the system attributes status to the event. AllRawData
Event date localLocal 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) AllRawData
Event durationTime dedicated to each of the events done on a lead. Assisted ConvertorLeadEvents, RawData
Eventgmttime  Assisted ConvertorLeadEvents, RawData
Expired LeadLeads automatically terminated by the system, after reaching their maximum assigned lifetime, without a definitive outcome. Assisted ConvertorLeadEvents, RawData
Expiring DateThe end date of the service contracted by the client. All 
ExtraThe field that collects “extra” information. Information that is not in any form or field of the application. Assisted ConvertorLeadEvents, RawData
gmttime+hServer time + the time differential defined in the Account. AllLeadEvents, RawData
HostA 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./ LeadsIndicates the number of Impressions necessary to generate a lead. Assisted ConvertorMetric
Imp./ RequestsIndicates the number of Impressions necessary to generate a request. Assisted ConvertorMetric
Imp./ SalesIndicates the number of Impressions necessary to generate a sale or conversion. AllMetric
ImpressionAn 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    
IndustryIt is the business activity sector to which the client corresponds. AllFinance, LeadEvents, RawData
Init dateStart date of an event. Assisted ConvertorLeadEvents, RawData
InteractionsInteractions 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 LeadLead 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 countryIt 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. AllLeadEvents, RawData
Kpi guidIt is a session guid, that relates impressions and clicks with Lead Events. Assisted ConvertorLeadEvents, RawData
Kpi id   LeadEvents, RawData
Landing PageA 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
LDSLead 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 ConvertorEnd-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 dateLead capture date.  LeadManager, RawData
Lead Events    
Lead expiredLeads automatically terminated by the system, after reaching their maximum assigned lifetime, without a definitive outcome. Assisted Convertor 
Lead ManagerThis server manages leads: get leads and stores them on the database   
Likes    
Local DateLocal time is the Whisbi server time + the time differential defined in the Account.  RawData
LocaltimeLocal time is the Whisbi server time + the time differential defined in the Account. AllLeadEvents, RawData
LogThe 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 
LoginDate and time when an agent connects to the system with their credentials.   
LogOutDate and time when an agent stops using and registering in an application with their credentials. All 
Longitud  AllRawData
MetricsMetrics 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 
NameWhisbi application user name, this name is associated with a lead and an event. Assisted ConvertorLeadManager
Node    
NPS bucket  Assisted ConvertorLeadEvents, RawData
NPS quiz questionText 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 ConvertorLeadEvents, RawData
NPS quiz valueThe numerical value corresponding to the score of the questions asked in “Net Promoter Score”. Assisted ConvertorLeadEvents, RawData
Number of hopsThe number of times in an LDS service the request has been offered to a call center before being attended. Assisted ConvertorLeadEvents, RawData
OSThe operating system used to access the page where the bubble button is being displayed. I.e. IOS, Android, Windows, Mac, Ubuntu. AllLeadEvents, RawData
OS VersionUpdate number of the operating system. AllRawData
OutcomeReason for ending the call or event attributed by the video agent or by the system.Result LeadEvents, LeadManager, RawData
Passive ViewersA user who joins a broadcast and has NOT interacted with the presenter.  DECK
Path   RawData
PBXA 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 
PhoneTelephone number corresponding to the user who has interacted with a Whisbi application. Assisted ConvertorLeadEvents, LeadManager, RawData
Phone countryCountry assigned to a telephone number to the user who has interacted with a Whisbi application. Assisted ConvertorLeadEvents, RawData
Phone typePhone type assigned to a telephone number to the user who has interacted with a Whisbi application (Fixed, mobile, Toll-Free). Assisted ConvertorLeadEvents, RawData
Pin SessionIt’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 ConvertorLeadEvents, RawData
Presenter idUnique identifier code assigned to a specific presenter. BroadcastRawData
Presenter NameName of the person who takes the action of explaining the product to the viewers of a Broadcast session. BroadcastRawData
Presenter Rate ValueThe 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. BroadcastRawData
Presenter RatingRating 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. BroadcastDECK
Product nameName or code that identifies the product or type of service offered to a client… Assisted ConvertorLeadEvents, RawData
Question/ViewerThe number of questions asked by a viewer to the presenter of the Broadcast session. BroadcastMetric
QuestionsDoubts from viewers regarding the product presented at the Broadcast session. Broadcast 
Questions/minuteThe 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 ConvertorLeadEvents, RawData
Referer   RawData
RegionInformation corresponding to the Region, extracted from the IP of the device used by the user of the Whisbi Solution. Assisted ConvertorLeadEvents, RawData
Renewal dateDate of renewal of the service contracted by a client. All 
Renewal rateThe 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. AllMetric, RawData
ReportSynthesized data in the form of an official document with charts. Usually, it is aggregated information. which differentiates it from a list. All 
RequestA 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 
ResultReason for ending the call or event attributed by the video agent or by the system.OutcomeAssisted ConvertorLeadEvents, RawData
Result agentGuid or identification code corresponding to the video agent that has attributed a result to the attended call.OutcomeAssisted ConvertorLeadEvents, RawData
Result agent emailMail associated with the video agent that has attributed a result to the attended call.OutcomeAssisted ConvertorLeadEvents, RawData
Result agent nameName associated with the video agent that has attributed a result to the attended call.OutcomeAssisted ConvertorLeadEvents, RawData
Result agent surnameSurname associated with the video agent that has attributed a result to the attended call.OutcomeAssisted ConvertorLeadEvents, RawData
Result dateDate when the video agent has attributed a result to the attended call.OutcomeAssisted ConvertorLeadEvents, RawData
ROIReturn 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 dateThe 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 ConvertorLeadEvents, RawData
Schedule phoneThe 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 ConvertorLeadEvents, RawData
SeddidUnique identifier code associated with a specific seed. Assisted ConvertorRawData
SeedThe 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 ActionAssisted Convertor 
Seed nameThe specific denomination for a given seed. Assisted ConvertorRawData
SegmentClassification 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 
ServerA server is a computer, a device or a program that is dedicated to managing network resources   
Session  All 
Session TimeDuration time of a session. It is measured in seconds All 
SLAService 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
SmarlandingLeads not attended by a video agent. Assisted Convertor 
Start DateStart date of the service contracted by the client. All 
Status clientLast status of the client’s contract. The status is New, Lost, Renewal, Upsell (Upgrade, Downgrade). All 
Subdivision 0Name of the regional code extracted from the IP. AllLeadEvents, RawData
Subdivision 0 codeRegional code extracted from the IP. AllLeadEvents, RawData
Subdivision 1The second level of the region code extracted from the IP. AllLeadEvents, RawData
Subdivision 1 codeSecond level code of the region code extracted from the IP. AllLeadEvents, RawData
The FunnelThe 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 initStart date the call to 3. Assisted ConvertorLeadEvents, RawData
Third-party callThis field reports whether or not a call has been made to 3 Assisted ConvertorLeadEvents, RawData
Third phoneA phone that has made the call to 3 Assisted ConvertorLeadEvents, RawData
Third phone countryThe country corresponding to a phone that has made the call to 3 Assisted ConvertorLeadEvents, RawData
Third phone typePhone type that has made the call to 3 (fixed, mobile…) Assisted ConvertorLeadEvents, RawData
Third redirectInforms if a call to 3 has been redirected. Assisted ConvertorLeadEvents, RawData
Total phone costCost of telephony consumed by customers. Assisted ConvertorLeadEvents, RawData
Total Time viewed (Sec)  Broadcast 
Transfer callAction to transfer a call between agents. Assisted ConvertorLeadEvents, RawData
Transfer initStart of call transfer between agents. Assisted ConvertorLeadEvents, RawData
Transfer phoneTelephone number corresponding to the telephone that has issued the transfer of the call. Assisted ConvertorLeadEvents, RawData
Transfer phone countryThe country corresponding to the telephone that has issued the transfer of the call. Assisted ConvertorLeadEvents, RawData
Transfer phone typePhone type corresponding to the telephone that has issued the transfer of the call. Assisted ConvertorLeadEvents, RawData
Transfer redirectInforms if the transfer call has been redirected. Assisted ConvertorLeadEvents, RawData
User ipIP number of the user’s device AllLeadEvents, RawData
User NameName of the user what interacts with any Whisbi application. All 
UserAgentA field received int he seed that provides extra information about the end-user such as device type, etc.  RawData
VacenterGrouping of different teams of Video Agents, which have common properties This grouping is determined by the client.CallCenterAssisted ConvertorLeadEvents, RawData
Vacenter nameDescription or name of VACenter.CallCenterAssisted ConvertorLeadEvents, RawData
VagroupTeam identifier code made up of video agentsTeamAssisted ConvertorLeadEvents, RawData
Vagroup nameTeam description or name made up of video agents.TeamAssisted ConvertorLeadEvents, RawData
Valid LeadLead 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 ConvertorLeadManager, RawData
VerticalA market where the client comes from, it can be an industry like a demographic type, etc. AllLeadEvents, RawData
Viewer – BroadcastA user who joins a Broadcast session. Broadcast 
Viewer ReviewsA review that the viewers leave for the broadcaster Broadcast 
Viewers/minuteNo. of viewers who attend a Broadcast session in one minute. BroadcastMetric
Waiting timeThe time that a user waits to be attended by a video agent since he makes the call request. Assisted ConvertorLeadEvents, RawData
Whisbi productWhisbi product that a customer has contracted. AllLeadEvents, RawData
Whisbi serviceWhisbi product that a customer has contracted. AllRawData
WidgetThe whole and customized Whisbi visual experience (including the language) that a client adds to their website to display to their customers. MergerBroadcast 
Widget idUnique identifier code associated with a specific widget. BroadcastRawData
Widget nameDescriptive denomination associated with a specific widget. BroadcastRawData
% Clicks / ImpThe proportion of total clicks respect to total impressions. AllMetrics
% Conversation Time/ Session TimeIt is also “operational time” or “occupation time”. This metric represents the ratio of conversation time respect to total video agent session time.TMOAssisted ConvertorMetrics
% Engaged% of viewers who have seen the Broadcast, more than 180 seconds. BroadcastMetrics
% InternationalizationThe proportion of non-Spanish customers with respect to total customers. (Nº non-Spanish clients / Total clients). AllMetrics
% Invalid LeadThe proportion of invalid leads respect to total leads. Assisted ConvertorMetrics
% Leads/RequestsThe proportion of leads respect to total requests. Assisted ConvertorMetrics
% Requests/ ClicksThe proportion of total request respect to total clicks. Assisted ConvertorMetrics
% Sales/ ImpressionsThe proportion of sales respect to total impressions. AllMetrics
% Sales/V.L.The proportion of conversions or sales respect to valid leads. Assisted ConvertorMetrics
% Valid LeadsThe proportion of valid leads respect to total leads. Assisted ConvertorMetrics