Terminology for where, what, and how

To configure the Proactive Web rules in CallGuide Admin you need to know some basic terms.

Qualification types

What the surfers shall have done to see an offer, is ruled by different Qualification types:

• Behaviour qualification - ”Specific movement pattern”
• Direct qualification - ”Click on button”

Direct qualification requires more JavaScript integration on the web pages than behaviour qualification.

Evaluation constraints

What CallGuide shall control before an offer is presented, is ruled in combinable Evaluation constraints:

• Opening hours
• Agents available
• Number of contacts in queue
• Strictly proactive, automatic check that offers can be made from time, agents, queue, and more factors.

Offer types

What the surfer can be offered, via belonging web forms, is one of the following Offer types:

• Chat and Callback.
• Chat.
• Callback.
• Adapted, connected to an entrance in your CallGuide solution.
• Adapted, without connection to any specific CallGuide settings.