What the words you see in AgentTech Dialer mean, in one or two sentences each, with a link to the article that covers them. For general call center and insurance terms (ANI, ACD, AEP, TCPA...), see General industry terms at the end.

Queues and routing

Queue

A line that inbound calls wait in until an agent takes them. Each queue has its own agents, routing strategy, accepted states, required skills, hours and overflow action. See Queue Management.

Routing strategy

How a queue chooses which available agent gets the next call: Round Robin, Longest Idle, Performance (based on agents' CPA) or AI Agent (an AI agent answers). See Queue Management.

Queue priority

A number from 1 to 10 set for each agent in a queue (default 5). It controls who is offered calls first among the queue's agents. See Queue Management.

Global queue

A platform-level queue that spreads calls across several child queues, regular or external, by priority and weight. It has its own routing strategy, maximum size, overflow and billing. See Global Queues.

Child queue

A regular or external queue assigned to a global queue. Each has a priority (1 = tried first), a weight for sharing calls within the same priority, and a price per call. See Global Queues.

Publisher

An outside company, such as a lead provider or affiliate network, that sends calls to your agency. See Publisher Queues.

Publisher queue

The entry point for one publisher's calls. It routes them to your internal queues or global queues in the order you choose, and holds the publisher's ping delay and billing. See Publisher Queues.

External queue

Another system's call destination, checked through its webhook before calls are sent to it. Its availability conditions (for example available_agents >= 1) decide whether it can take a call, and a global queue can include it as a child. See External Queues.

SIP address

The internal address a queue, publisher or agent receives calls on, such as queue_401@call.agenttech.io. Publishers and partners use it to route calls to you. See Queue Management.

Overflow

What happens to a call when a queue can't take it: Send to Voicemail, Disconnect, Transfer to Destination (a phone number or SIP address), Transfer to Queue or Waiting Room. See Queue Management.

Waiting room

An overflow action that holds callers until an agent is free, up to a Max Wait time and a Max Queue Size. See Queue Management.

Find Next Agent

A queue setting that offers the call to another agent when the first one declines or doesn't answer, before the call overflows. With it off, one agent is rung once and then the call overflows. See Queue Management.

Pre-Connect Whisper

A queue setting that reads the caller's context, such as their state and the queue, to the agent before they accept the call. See Queue Management.

Ping (availability ping)

A request from a publisher or partner asking whether a queue has agents available right now. The answer gives the number of available agents and, where set, a bid and a billable duration. Every ping is logged. See Availability Pings.

Ping delay

How many seconds agents must be available before a publisher's pings can see them. A lower delay gives that publisher priority; 0 means immediate access. See Publisher Queues.

Calls, billing and results

Billable call

A call that meets its queue's billing rules: it lasted longer than Billable after (seconds), measured by the queue's counting type, and (when Billable only if answered is ticked) it was answered. Billable calls are what cost per call and CPA are based on. See Queue Management.

Counting type

When the billable timer starts: After Call Initiated, After Call Answered (the default) or After Call Connected. See Queue Management.

Cost per call / cost per minute

The amounts a queue's billing charges for each billable call and for each minute of talk time. See Queue Management.

CPA (cost per acquisition)

CPA means total billable cost divided by the number of sales. It shows N/A until there is at least one sale. See KPIs & Leaderboard.

Conversion rate

Sales divided by billable calls, as a percentage. See KPIs & Leaderboard.

Call cap

A limit on how many calls, or billable calls, a queue, agent, phone number or publisher takes per hour, day, week or month. A cap can also stop an agent when their CPA goes over a set amount (a CPA cap). See Call Caps.

Soft cap

How a call cap treats an agent: once capped they stay connected and can still dial out, but queue calls skip them. They see a "Call Cap Reached" banner and the Call Capped status. See Call Caps.

Disposition

The outcome an agent records after a call, such as Appointment Set or Not Interested. Each has a category (Positive, Negative, Follow Up or Neutral) and can require notes or extra fields. See Dispositions & Custom Fields.

Disposition field

An extra question on the disposition form, such as Caller Name or Plan Code, shown for all dispositions or only some. See Dispositions & Custom Fields.

Auto answer

The dialer accepts an incoming queue call by itself after a set delay; a ring alert still plays when the call is offered. Your agency decides whether agents can turn it off. See Making & Receiving Calls.

Warm transfer, cold transfer and conference

From Connect during a call: a Conference adds someone while you stay on, a Warm Transfer lets you introduce the caller and then leave, and a Cold Transfer connects the caller and drops you immediately. See Call Transfers.

Direct number

A phone number assigned to one agent. Calls to it reach that agent even when they're Disconnected from queue calls. See Phone Numbers.

Number pool

A set of tracking numbers swapped onto your website, one per visitor, so each call can be traced to the visit and its marketing source. See Phone Numbers.

Call script

Text shown to the agent during a call, for a queue or the whole agency, with placeholders such as {{first_name}} filled in. See Call Scripts.

Agents and statuses

Roles

Every user is an Agent, a Supervisor or an Agency Admin; the role decides which pages and actions they get. See Understanding Roles and Permissions.

Agent status

What an agent is doing right now, chosen from the status menu (Available, Busy, Lunch, Break...). Only Available agents are offered queue calls. On A Call, Dispositioning, Offline and Call Capped are set by the system. See Managing Agent Statuses.

Disconnected

The status of an agent who isn't connected to the dialer for queue calls. A Disconnected agent can still receive calls to their direct number. See Making & Receiving Calls.

Dispositioning

The status an agent is in after a call while they complete the disposition, for up to the agency's Dispositioning Time. See Making & Receiving Calls.

Work scope

Whether an agent handles Inbound, Outbound or Blended (both) calls. Agency admins set it on the agent's card. See Managing Agents.

Skill proficiency

How good an agent is at a skill, such as Spanish, from 1 to 10 (new assignments start at 5). A queue can require a skill at a minimum level, or mark it optional. See Skills and State Licensing.

State licence

A state an agent is licensed to sell in, recorded on their agent record with a proficiency from 1 to 10. Queues list the states they accept. See Skills and State Licensing.

NPN

The agent's National Producer Number for insurance licensing, stored on their agent record. See Managing Agents.

Archived agent

An agent who has been switched off. Their data stays in the system, and the agency wallet pays an archived-seat fee of $5.00 at archiving and $5.00 a month while they stay archived. Deleting an agent removes them and their data instead. See Managing Agents.

Team

A named group of agents, used to compare groups in reports. See Teams.

Agent View Mode

A setting for supervisors and agency admins that lets them act as an agent, with the dialer and queue calls. Admin menus are hidden while it's on. See Taking Calls as a Supervisor.

Supervision

Listen, Whisper and Barge In

Buttons on an agent's dashboard card while they're on a call. Listen lets a supervisor hear the call silently, Whisper lets them speak to the agent without the caller hearing, and Barge In joins them to the conversation. The agent sees that they're being coached. See Listen, Whisper & Barge In.

Leaderboard and agent score

Rankings of agents by lowest CPA, most sales or an overall score built from conversion, compliance, efficiency and volume. See KPIs & Leaderboard.

Compliance and number lists

Suppression

A phone number your agency blocks: calls to it and from it are stopped, permanently or until an expiry date. See Suppressions.

Acceptance list

The opposite of a suppression: a number on the acceptance list is allowed through even if it's also suppressed. See Suppressions.

Compliance question

A question the AI answers about each analysed call from its transcript, for example "Did the agent advise that the call is recorded?". See Managing Compliance Questions.

Pass rate

The share of a call's compliance questions that passed. Only questions set to Counts toward pass rate are included; reports average it per agent, queue and more (80% and above shows green). See AI Compliance Analysis.

Wallet and billing

Wallet

Your agency's prepaid balance. Usage such as call minutes, texts, phone numbers and AI features is charged to it, and the dialer stops placing and taking calls when the balance falls below its limit. See Billing & Your Wallet.

Auto-recharge

Tops up the wallet automatically: when the balance drops below the Auto-Recharge Threshold, the Auto-Recharge Amount is added. See Adding Funds & Auto-Recharge.

Agent wallet and passthrough

Optional per-agent wallets. Passthrough decides which costs, for example lead provider calls or texts, are charged to the agent's wallet instead of the agency's, as a percent of cost, cost plus markup or a fixed share. See Agency Settings.

Messaging

SMS segment

The unit texts are billed in: 160 characters. Longer texts are sent as several segments, up to 10. See SMS Messaging.

Message template

A saved text or email with variables such as {contact.first_name} that fill in from the contact. Templates can be yours only, shared with selected agents or with the whole agency. See SMS & Email Templates.

Leads and AI

Lead campaign

A source of calls or leads your agency can apply to receive, with a price per billable item. Approved campaigns deliver to the delivery queue you chose. See Lead Campaigns.

AI agent

An AI voice agent that answers calls in a queue set to the AI Agent routing strategy, for example to screen callers and transfer qualified ones. See AI Agents.

AI Sales Coach

Real-time suggestions shown to the agent during a call, based on the live transcript and your coaching knowledge. See AI Sales Coach.

General industry terms

These general call center and insurance terms are explained in the AgentTech glossary:

All terms: AgentTech glossary.

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