Definitions for Key Words
List - A single list of phone numbers to call. Lists get split into cells and landlines when they are loaded into a service.
Service - A defined calling campaign. Each service can have its own unique settings and users. Services can contain multiple lists to be called in sequential order or at the same time round-robin style.
Caller - A person making calls in ThruTalk; a volunteer or staffer.
Username - The Login ID that callers use to log into the dialer. Passwords reset daily.
Dashboard - A live data visualization page that displays real time information on the calling program. There is an overview dashboard + more detailed ones for lists and for callers.
Attempts - Any attempt to call a phone number regardless of outcome for that number; includes disconnected and invalid numbers.
Dials - Attempted calls that were actually placed to a phone number; does NOT include disconnected or invalid numbers.
Contacts - Dials that were picked up by a live person; includes wrong numbers but not answering machines or other robot pickups (fax, voicemail, busy signal).
IDs - Contacts who successfully complete your script and had a response recorded to your main question in the dialer (usually a Support ID question).
Outbound Dials - The number of phone numbers currently being attempted at any moment (also called CIP or Calls in Progress).
Throttle - Number of calls attempted when a caller becomes available to talk; the dialer features separate throttles for landlines and cell phones; example - 6 callers at throttles of 2 for landlines and 2 for cell phones yields a maximum 24 outbound dials (6 x (2+2)).
Drops - Calls where a live person answers, but no caller is available to receive the call. Drops happen when the CIP is too high for the number of callers because callers have recently logged out, switched to not-ready, or are otherwise unavailable.
Wait Time - The amount of time between active calls; count starts when caller becomes ready for their next call and ends when they are connected to the next call.
Status - Individual indicator for each logged in agent whether that person is not ready, in call, ready, or in wrap-up.
STATUS: In call - Caller is currently connected to a live pickup.
STATUS: Wrap-up - Caller has ended a call but has not recorded the results yet (you can set a maximum time limit for agents to be in wrap-up in your admin panel settings).
STATUS: Ready - Caller is available and waiting to be connected to a live person.
STATUS: Not ready - Caller is connected but is not available to receive calls.
STATUS: Active - Reporting status that includes callers who are actively taking action in the dialer - either in call, in wrap-up, or in ready. Does not include not ready status.
Active Callers - Number of current callers who are ready, on a call, or in wrap-up time.
Contact Widget - A tool available within scripts that allows immediate contact by email or by text message to provide further information, links, and content to targets/voters
List Calling Strategy - There are two basic list calling strategies in the dialer depending on your list size and your current priorities. You select your list strategy when you upload a new list into a service.
The Beep - Auditory signal from the dialer to a calling agent that their next call has connected; based on voice recognition, the beep indicates that the person has already said hello.
Call Result / Term Code - The overall result of your call (contact, no contact, remove from list). Must be entered to move on to the next call. Different than script questions.
Script Results - The individual answers to all your script questions including the detailed canvass result about why you did not speak to the caller (not home, wrong number, and so on...). Recorded by going through the script live on a call.
Script Submission - A data point collected directly from an active script during a live call, such as a voter identification or a commitment to volunteer.