Glossary

Term Description
Administrator Person working with various settings, reports, statistics and similar tasks in Hero Outbound. An administrator can also assume the role as Agent since the access to the Contact page is granted to administrators (unless explicitly prohibited in Feature Permissions)
Agent Person working in direct telephone contact with the leads, making successes
Automatic redial When a call is not answered due to busy signal or timeout, for example, it is placed back in the call flow as an “Automatic redial”. The lead will have this status until you either get in contact with the lead or the setting for “Max contact attempts” closes the lead.
Basket Dialer  The agents will get a “basket” with a configurable number of leads. When all leads in the basket has been called, the agent need to go to the administrator and “fill up” the basket. This is a perfect way to start new employees up as it provides a good opportunity for the team leader to listen to the calls and coach the agent based on the outcome of the previous basket.
Blank call A call placed by the Predictive Dialer. The call was answered by the lead but there was no agent vacant to bridge the call to. The lead will experience that it is completely quiet in the other end.
Call attempt One attempt to get in touch with a lead on one of the lead's phone numbers. If the lead has 3 numbers and Hero Outbound tries to call all of them without getting through, the lead will receive 3 "call attempts"
Caller ID This is the number that lead will see in the phone when you call them. This is also called “A-number” by a technical term.
Caller ID Groups A Caller ID group can be assigned to the number rotation feature. The feature cycles through the numbers in the Caller ID group
Caller ID White list Phone numbers allowed to be used in number rotation
Campaign A collective term including lead data settings, result data, dialing options, reports and other settings that are applied to one particular offer to the uploaded leads.
Campaign permissions Allows a user to work with the campaign. This permission also governs the gathering of data from campaigns (reports, for example)
Common redials A lead that has been set to a time when it should be called again. When it is “Common”, the lead can get connected to any online agent
Contact attempt One attempt to get in touch with the lead. If the lead has 3 phone numbers and Hero Outbound tries to call some or all of them without getting through, the lead will receive 1 Contact attempt (regardless of the number of calls)
Dial-back In RCM systems, there may be a situation where a lead calls in to the system while there are no agents logged on. This call is remembered by the system and put in a special "Dial-back queue". When agents come online again, these leads will be the first to be called and there is an indication on the screen telling the agent that his is a "Dial-back".
Dial pad The numbers 0 - 9 found in the dialer controls on the contact page. It is mostly used by the agents to send DTMF signals to remote IVR-systems
Dial through If a lead is uploaded with more than one phone number, it makes sense to use the feature “Dial through”. This means that the dialer will start by calling phone number 1. If this call is not answered, the dialer will call phone number 2 and so on until there are no more phone numbers on that lead (which will trigger an “Automatic redial”)
Dialer Technically this is a telephony server centrally placed in the HeroBase IT architecture. From a Campaign perspective, it is the “gadget” places calls to Leads and connect them to the Agents.
Feature permissions Access to the complete set of features available to the customer is managed in this list. If you check a box for a user, role or organisational unit, that feature will be made available. Remember that permissions set on User roles have precedence over permissions set on user and organisation level. Administrators have access to this list for their level of the organisation and any teams below.
Global search bar (Top search bar)
Lead A person or a company the has been qualified for receiving a call with whatever the Campaign is offering
Lead Pool A list of leads that has been uploaded to the Hero Outbound system. A lead pool always belongs to a Campaign. A lead pool can also be generated by a “Trigger” or through the API
Master Data Fields  A collective term for all data that belongs to the lead (Name, address, phone number and so on). Master lead data is either uploaded to a lead pool or entered by the agent during a call.
Master Lead A lead that has been used as the original lead in a cloning action. Clones of this Master Lead may have references to the Master (like original Lead Log, for example) and these references cannot be broken. This means that you cannot delete the Master lead or a Lead pool with Master Leads in it. Master leads can, however be deactivated without breaking the references.
Phone The device that is used by the agent to connect to the dialer.
The device that is used by the lead to answer the phone
Phone number The number that is dialled by the dialer to get connected to the agent or the lead and to transfer calls.
Picklist A menu item most often used in the results area of the contact page. In essence, this is a dropdown menu populated with the various outcomes you can select for a lead. This item is configured by the administrator of the system.
Power Dialer The dialer calls leads one by one. A new leads is called as soon as an agent is vacant and ready.
Predictive dialer This dialer makes a calculation based on the historic call statistics. It will call more than 1 lead for every agent that is vacant on the phone. The exact number of leads that are dialled are determined by the calculations. It strives to bring the Agents’ time between calls as short as possible but it also strives to minimise the number of “blank calls”
Private redials A lead that has been set to a time when it should be called again. When it is “Private” it will be connected to the agent who set the redial time
Project In Hero, a project is a container for Campaigns. For example: If you have 2 different clients, you would create one project for each client. The Campaigns of Client 1 would live in Project 1 and so on. When Client 1 asks for a report, you’ll draw the report only for Project 1.
Redial All scheduled contact attempts to a lead after the initial one
To "Block" numbers To "Prevent" a number from being called by or uploaded to the Hero Outbound
Triggers In Hero Outbound, the Trigger-feature allows you to perform an action based on an event. For example: The Lead is cloned to a follow-up campaign as private redial due in 3 months IF the Lead is closed as "Success".
You will find the Triggers in your campaign settings
Unprocessed lead A lead that has not yet had a contact attempt
User A person who has access to Hero Oubound, regardless of which role that person fills
User roles As an administrator, you can create and edit User roles. A role is essentially a set of feature permissions that can be assigned to users according to their role in the organisation. It would make good sense to create a role named “Agent” and configure that role so that it fits all agents. Then you can simply add this role to all agents and thereby saving hundreds of clicks in user configuration.
VIP Redials A very special state that you can assign to a lead redial. This means that the lead will always be connected to the user who set the VIP - regardless if that agent is working on a different campaign or indeed the original campaign has been deactivated. Use this type of redial cautiously!

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