Term | Description |
| 10DMT agent | An agent signed in to a 10-Digit Manual with Transfer (10DMT) service who manually enters all ten digits of a telephone number on the keypad to launch a call. |
| Agent | The end user of the SmartReach Agent Desktop. |
| Agent Desktop Native (ADN) | An installable application that is designed to enhance agent's experience by providing them with browser-independent access to the Agent Desktop. |
| Call Center | A logical grouping of services used for reporting and user access control. |
| Campaign | A list of contact records that can be assigned dialing parameters and loaded into a service for dialing. |
| Clicker (HCI) Agent | The agent who is signed in to the Human Call Initiator (HCI) service for manually selecting and launching calls from the HCI Agent Desktop. |
| Clicker (HTI) Agent | The agent who is signed in to the Human Text Initiator (HTI) service for manually selecting and launching text messages from the HTI Agent Desktop. |
| Client | A SmartReach Portal with a unique ID. |
| Closer Agent | The agent handling calls that are manually initiated through the 10DMT service or the HCI service. |
| Service | A virtual agent group with predefined attributes including but not limited to messaging, phone numbers, and termination codes. A service exists within a single call center. |
| Service Group | A virtual grouping of services used for call routing or reporting. |
| Skill | The qualification of an agent that corresponds to the attribute of a call. For example, if a call is classified as Spanish, the ACD attempts to route the call to an agent who can speak Spanish. |
| User | The end user of the SmartReach Portal, who can be assigned different roles with distinct permissions. |