Glossary
Key terms and definitions used in this documentation.
| Term | Definition |
|---|---|
| AHT (Average Handle Time) | The average time an agent spends handling an interaction, including talk time, hold time, and after-call work. |
| API (Application Programming Interface) | A set of rules that allows different software applications to communicate with each other. |
| Bearer Token | A security token type used in OAuth 2.0. It must be included in the Authorization header of API requests. |
| Division | A logical group of objects (users, queues) within Genesys Cloud, often used for access control. |
| Evaluation | A quality assurance form completed by a supervisor to assess an agent's performance on an interaction. |
| Interaction | A conversation event (Call, Chat, Email) within Genesys Cloud. |
| ISD (Interface Specification Document) | The technical document outlining the contract between systems (Genesys Cloud and Power BI). |
| Management Unit | A specific group of agents used in Workforce Management for scheduling and adherence. |
| OAuth 2.0 | The industry-standard protocol for authorization used by Genesys Cloud. |
| Queue | A waiting area for interactions (calls/chats) before they are assigned to an agent. |
| SLA (Service Level Agreement) | A commitment to answer a certain percentage of calls within a specific time (e.g., 80/20). |
| UUID (Universally Unique Identifier) | A 128-bit number used to uniquely identify objects (Users, Queues, Jobs) in Genesys Cloud. |