Client Services

Terms	Definition
Production Go-Live	An event in which a group of end users begins logging into the Cogito application for the first time as part of their daily workflow. Go-lives require that the system integration (Telephony, Network, SSO) has been tested and approved for go-live by the Engineering team and that users have completed their Cogito training.
Users	Front Line team members and/or front-line leaders who are configured, active, and using a Cogito Product (Cogito Companion, Cogito Teams, Cogito Intelligence)
Program	A program is a group of related projects that are managed in a coordinated manner to obtain benefits that otherwise would not be available if managed individually.
First Name	First or preferred name of the user
Middle Name	Middle name or initial of the user
Last Name	Last Name of the user
Suffix	Suffix of the user
Job Title	Job title of the user
Username	The Cogito Dialog username of logged in user
Line of Business (LOB)	The Line of business the user is associated with
Email	The email address of the user
Status	Status of the user's account
Salutation	The greeting of the user
Cogito Activation Date	Date the user is activated in the Cogito system
Cogito Deactivation Date	Date the user is deactivated in the Cogito system
Supervisor	Name of the user's supervisor
Supervisor ID	The ID of the user's supervisor
Coach ID	ID of the user's coach
WFH	A flag that indicates whether the user works from home, or not
Organization	Name of the organization
Contact Center	Name of the contact center
Site	Name of the site
Role	Cogito role of the user. (ie Agent, Supervisor, etc.)
Team	Name of the team that a user is on. (Teams give clients a way to group and collaborate outside of the structured Agent-Supervisor hierarchy)
Pilot Participant	If a user is involved in a pilot, this field indicates whether they are in the Test or Control group.
Immutable ID	A unique, unchangeable identifier for the user, created based on the client's system and usually generated after the user account has been created
Telephony Agent	ID the user uses to login to their telephony equipment
Telephony Extensions	Extension on which the user receives calls. If the user has no regularly assigned extension, leave blank. If extensions are shared, Cogito will collect a list of extensions to monitor during onboarding
Telephony Adapter	Telephony system for the extension. (ie Avaya or Cisco)
Group	Groups allow an Admin User to assign a specific experience (a set of emotion (behavioral cues) and conversation/topic cues, to a group of users based on the organizational group that these users belong to (line of business or team). Once the experience is assigned to a group of users, our system will route specific notifications to these users based on the selection.

Cogito Abbreviations

Terms	Definition
API	API or Application Programming Interface is a system that allows applications to connect and communicate with one another
SSO (Single Sign On)	Access control of multiple related, yet independent, software systems using a singular log
LoB (Line of Business)	Refers to a product or set of products that serve a particular customer transaction or business need. Expansion within an account will generally come from a new LoB. This could potentially have new executive sponsors and technical teams.
RETL (Read, Extract, Transform, Load)	Process that takes the data from the datastore that the live product references and brings it into MySQL for reporting. There’s an initial process of bringing it over, but we tie that process to MySQL scripts at the same time to make it ready for the Tableau coaching summaries, etc. So we often use RETL to mean both the engine that brings data from the datastore to mysql, and also the scripting that aggregates/combines that data for reporting
BPO (Business Process Outsourcing)	Contracting the operations and responsibilities for a particular business process to a third-party service provider
CTI (Computer Telephony Integration)	Process of linking a call center's telephone system to their business application
KPI (Key Performance Indicator)	A quantifiable measure of performance over time for a specific objective
NPS (Net Promoter Score)	A survey asking respondents to rate the likelihood of recommending a company, product, service, etc
GUID (Globally Unique Identifier)	A unique reference number needed to identify information on a computer or network
UCID (Unique Call Identifier)	Unique call identifier generated by Customer Telephony system and passed to Cogito. This unique key represents the Customer's perception of a "whole call"
CTI (Computer Technology Integration)	Refers to a communications solution that, with the assistance of computer software, allows functions of the phone system to be used in conjunction with information stored in the computer system, such as phone numbers.

Cogito Metrics

Terms	Definition
GVL % (Guidance Viewed Live)	Percentage of calls that were considered "viewed live" (agent's call guidance was open, not minimized or closed) for a specified percent of the call's duration
TAI (Total Actionable Intensity)	The aggregate sum of the 8 individual notification intensities per call. A decrease in TAI is the desirable outcome (Decrease = Improvement) and shows engagement
TAI % Change	The relative change of average (TAI) across two time periods
CX Score (Customer Experience Score)	Cogito’s proprietary measurement of a customer’s perception of a call that is provided in real-time and consistent manner across all customer calls.
Individual Intensity of Notification Cues	Commonly represented as an average per call segment. Denoted as: average(alert_intensity)
Duration	Duration of the audio file (.WAV) for the call, in milliseconds. In some cases, the duration will be 0
Frequency by Agent/Supervisor/LOB	Commonly represented as weighted average per cue normalized to 60-second intervals…(sum(alert_count)) / ((sum(Duration*.001))/ 60)
% of Used Licenses	(Active "users" in user file)/(Contracted licenses)
Ratio of rameGuided Active Agents to Total Active Agents	(# of agents with call in the past month)/(# of active agents in user file)

Data Export Reference

Terms	Definition
call_id	Unique Cogito-generated call segment identifier.
call_date	Date of the call (local time) in format yyyy-mm-dd.
member_endpoint	Identifier for the other party on the call. This value may be a telephone number, an internal extension, or an IP address.
number_type	The categorization of the member_endpoint
speak-pct-v1_0-agent	Percentage of the call in which the agent was speaking.
speak-pct-v1_0-subject	Percentage of the call in which the customer was speaking.
speak-pct-overlap-v1_0	Percentage of the call in which the agent and customer were speaking at the same time.
speak-pct-silence-v1_0	Percentage of the call in which neither the agent nor the customer was speaking.
avg-speaking-rate-v2_0-agent	Average speaking rate of the agent, of range Domai where 1 is a fast speaking rate.
avg-speaking-rate-v2_0-subject	Average speaking rate of the customer, of range ains where 1 is a fast speaking rate.
relative_speaking_agent	Percentage of speaking time in which the agent was speaking.
relative_speaking_subject	Percentage of speaking time in which the customer was speaking.
alertintensity silence_high	Percentage of the call spent with the Extended Silence notification active.
alertintensity continuous_speaking _agent	Percentage of the call spent with the Continuous Speaking notification active.
alertintensity extended _overlap	Percentage of the call spent with the Extended Overlap notification active.
alertintensity slow to_respond agent	Percentage of the call spent with the Slow to Respond notification active.
alertintensity speaking_rate_high_agent	Percentage of the call spent with the Speaking Quickly notification active.
alertintensity speaking_rate_low_agent	Percentage of the call spent with the Speaking Slowly notification active.
alertintensity empathy_cue_subject	Percentage of the call spent with the Empathy Cue notification active.
alertintensity low _energy_agent	Percentage of the call spent with the Energy Cue notification active.
alertcount_cont inuous_speaking agent	Number of times the Continuous Speaking notification appeared in the call.
alertcount_empathy cue_subject	Number of times the Empathy Cue notification appeared in the call.
alertcount_extended overlap	Number of times the Extended Overlap notification appeared in the call.
alertcount_low energy_agent	Number of times the Energy Cue notification appeared in the call.
alert_count_silence_high	Number of times the Extended Silence notification appeared in the call.
alertcount_slow to_respond_agent	Number of times the Slow to Respond notification appeared in the call.
alert_count_speaking _rate_high_agent	Number of times the Speaking Quickly notification appeared in the call.
alert_count_speaking _rate_low_agent	Number of times the Speaking Slowly notification appeared in the call.
conversational- engagement-all	The Conversational Engagement Score (CE) for the call. Blank if using only CX.
segment_order	Order of call segments that occur within a single call, which is identified by UCID. If a call includes holds, the call will be broken up into multiple segments. These segments are not inclusive of hold time.
call_segments	Number of Cogito segments (by unique call_id) associated with the UCID that have a call score.
total_call_segments	The total number of Cogito segments (by unique call_id) associated with the UCID.
custom_score_1	Designated for a custom call score. Blank if a custom call score is not in use.
custom_score_2	Designated for a custom call score. Blank if a custom call score is not in use.
alertintensity positive_interaction	Percentage of the call spent with the Positive Interaction notification active.
alertcount positive_interaction	Number of times the Positive Interaction notification appeared in the call.

Frequently Used Terms at Cogito

Terms	Definition
Metadata	Set of data that describes and gives information about other data
Implementation	Pre-production. Owned by PM and TS. CAB approval is not required to make changes.
Validation	Production. Also known as Pilot or PoC. The system is in production (typically with a smaller user set) and CAB approval is required to make changes.
Expansion	Production. The client has signed a long-term contract with Cogito. PM and TS are implementing additional user accounts to the existing client instance.
Retention	Production. Post-Expansion phase. The client account is transitioned from PM to CSM. The CSM maintains the relationship with the client throughout their contract with Cogito.
Dormant	Client instance is scaled down, pending next steps from Sales. No system changes will occur.
Churned	Our business relationship with the client has been discontinued.
Behavioral Coaching	Help the team(s) hit the behavioral thresholds to make an impact
Business Impact	The measured changes in agent speaking behaviors throughout a specified usage period

Front Line Leader Training

Terms	Definition
CX	A numeric evaluation (scale of 0-10) given to each call lasting at least 60 seconds that Cogito analyzes live. The scores are determined by analyzing various verbal behaviors including pitch, loudness, tempo, pauses, inflection, etc. CX score acts as a temperature check of the customer’s perception in real-time. Length of hold time can also impact CX scores
EX	The EX model primarily assesses the tone of the call, or how pleasant the caller was toward the agent, and therefore how positive the agent is likely to feel after the call
Cues	Appears when undesirable speaking behaviors emerge, then disappear only if/when corrected
Calls under 60 seconds	Insights for calls under 60 seconds can only be found in the ‘All Calls’ platform view. Conversational engagement scores and CX scores are not available for calls under 60 seconds

Product Features

Terms	Definition
Adoption	A metric measured by GVL and Login percentages.
Engagement	Measured as the change in TAI
Conversation AI	AI guidance that is triggered by both spoken and unspoken words.
Emotion AI	AI that can provide cues/nudges on the state of mind of people. Cogito applies AI models to acoustic signals to provide such cues on both how the customer and the agent are ‘feeling’ in the moment.
Employee wellbeing	(Not wellness). Can use/relate to EX and/or Employee Engagement keeping in mind both are broad/not specific enough for Cogito
Work-From-Anywhere	Maintaining visibility and connection with teams and team menbers located in different areas. (Can also use Work-From-Home, Hybrid Work, Remote Agent, or Anywhere-Work)
Cues, Nudges, & Recommendations	Can be used alternatively; Cues and nudges refer to notifications
Behavior Change	Can be used for behavioral models/cues and behavioral changes without leading/overplaying the later that seems to receive mixed feedback
Empathy	Often referred to in conjunction with Cogito Empathy Cue. When referring to the cue, the ask is to consider the customer's perspective and acknowledge the customer's point of view.
Emotion	Used in place of emotion AI; body reactions perceivable in our voice/how we speak. While an improper term from a scientific point of view, it’s the term used in the industry and we shall claim it
Real-time	Can also use in-call or in-the-moment
(Real-Time) Coaching & Guidance	Coaching connotes behavioral cues and guidance connotes a desired outcome/lexical cues. (Try to use both as used interchangeably; can drop guidance if needed)
Conversations, Calls, & Interactions	Can be used interchangeably with a preference for conversations
Coaching	We provide coaching but it can be perceived as a feature of a broader Performance Management and thus we can ‘inject’ the word as well
Human-Aware Data/ Human Awareness	"Human-awareness" is the appreciation and understanding of the state of mind of people (in a conversation). Human-aware data are the insights about people's state of mind (emotion). Human-empowering refers to Cogito’s focus on enabling frontline workers
Frontline	Frontline workers/teams is our terminology to cast a broad net beyond the contact center
Teams	Teams is the terminology used to include agents, workers, employees/supervisors, and first-line manager
At (enterprise) scale	Technology that supports real-time, low-latency signals for the full call center population
Sentiment	Referring to the perceived attitude or feelings towards an event. Cogito's solution identifies customer sentiment based on nonverbal cues (tonality, pitch, pauses, etc.)
Datastore	A repository for persistently storing and managing collections of data which includes not just repositories like databases, but also simpler store types such as simple files, email, etc.
Telephony	Telephony is commonly referred to as the construction or operation of telephones and telephonic systems and as a system of telecommunications in which telephonic equipment is employed in the transmission of speech or other sounds between points, with or without the use of wires. The term is also used frequently to refer to computer hardware, software, and computer network systems, that perform functions traditionally performed by telephone equipment. In this context, the technology is referred to as “Internet Telephony” or voice over Internet Protocol (VoIP).
AI (Artificial Intelligence)	The theory and capabilities that strive to mimic human intelligence through experience and learning i.e using computers to detect patterns and make predictions. AI systems represent the applications of machine learning models.
LLM (Large Language Models)	These are the types of models used in Generative AI and refer to the concept of building machine learning algorithms that can understand language in context.
Generative AI	A set of technologies and techniques that leverage massive collections of data, including large language models, to generate new content (e.g., text, video, images, audio, code). Inputs may be natural language prompts or other non-code and non-traditional inputs.
NLP (Natural Language Processing)	The prerequisite to Generative AI. NLP refers to AI technology that is able to turn text or audio speech into encoded, structured information, based on an appropriate ontology. Often, NLP can be applied to knowledge management systems or other large swaths of documentation. Generative AI mines these collections to answer questions posed with LLM models.
Deep Learning	A.k.a. neural networks extract insights from unstructured data (e.g., text, audio, images) or combinations of diverse data to produce new outcomes. Deep Learning models are often referred to as "black box" machine learning models because it is difficult to explain exactly why the model generated a specific response.
NLU (Natural Language Understanding)	An advanced combination of knowledge- and ML-based AI that extracts more sophisticated concepts from text, such as sentiment, emotion, empathy, and effort

Report Columns

Terms	Definition
date_grouping	The method by which dates are grouped
activity_date	The date that the aggregated data was generated
client_userid	Unique agent ID across the customer enterprise.
username	Agent name, as provided at account setup.
supervisor_username	Supervisor name, as provided at account setup.
location	Agent department location, as provided at account setup.
team_name	Agent team, as provided at account setup.
account_type	The account type the user has within Cogito. As provided at account setup.
client_user_title	Job title of the user, as provided at account setup.
first_login	Date of the first time agent logged into the Cogito system
most_recent_login	Date of most recent login by agent
first_call	Date of the first call the agent took in their entire Cogito history
most_recent_call	Date of the most recent call taken by agent
total_calls	The number of calls taken by an agent during a specific time frame
total_guidance_viewed_live	Percentage of total call segments where Cogito's mini window guidance was open and available for agent
avg_cx_score	Average CX score earned by an individual agent
total_events	Total events generated by the agent in their entire Cogito history
total_logins	Total logins of agent during their entire Cogito history
avgalert_intensity continuousspeaking agent	Average percentage of agent calls spent with the Continuous Speaking notification active.
avgalert_intensity empathy_cue_subject	Average percentage of agent calls spent with the Empathy Cue notification active.
avgalert_intensity extended_overlap	Average percentage of agent calls spent with the Extended Overlap notification active.
avgalert_intensity low_energy_agent	Average percentage of agent calls spent with the Energy Cue notification active.
avgalert_intensity silence_high	Average percentage of agent calls spent with the Extended Silence notification active.
avgalert_intensity slow_to_respond_agent	Average percentage of agent calls spent with the Slow to Respond notification active.
avgalert_intensity speaking_rate_high_agent	Average percentage of agent calls spent with the Speaking Quickly notification active.
avgalert_intensity speaking_rate_low_agent	Average percentage of agent calls spent with the Speaking Slowly notification active.

Teams

Terms	Definition
Annotation at Cogito	Annotation is simply the process of having people label data of any kind. Here at Cogito, we have a team designated to observing/tracking speaking behaviors such as pitch, tone, pace, turn-taking, and vocal intensity.

Terms Found in Cogito's System

Terms	Definition
nativeCallID	CTI call ID. Used to track all CTI events associated with a call.
start (call_start)	Call start timestamp. Used to match CTI data to a media session as well as for reporting and search.
end (call_end)	Call end timestamp. Used to match CTI data to a media session as well as for reporting and search.
endpoint0	Agent phone number or extension. Used to identify the agent on the phone and match to the Telephony Agent ID for guidance.
endpoint1	Customer phone number. Used to identify the customer on the phone for reporting and search
recid	Media session identifier. Used to match CTI data to a media session.

UseCase Terms

Terms	Definition
Internal telephony state	Call states and details used for internal telephony business logic
User Preference	Preferred in call notifications, mini window, and platform settings determined by user
Call Data	Denotable call information including audio, signal, session, duration, etc. Refer to the schema at bottom of the page of the Calls Schema link.
User Authentication/ Access control	Information relating to the username, password, and role assignment of a user
User Authentication Configuration	Information relating to the role, resource, resource type, domain of a user
Agent type	Information relating to the type, job title, etc. of a user
EBR (Executive Business Review)	A strategic meeting with stakeholders from both Cogito as well as the customer.
QBR (Quarterly Business Review)	The purpose of the QBR is to provide the Executive team and other leaders an update on the recent key deliverables, the plan for the current quarter for the various product initiatives, and how the engineering resources are being utilized across product initiatives.
Feature Flag	Feature flagging is a simple programming design pattern that allows developers to turn application features on or off without having to redeploy or change code already in production.
CAB (Customer Advisory Board)	The Customer Advisory Board (CAB) brings together executives of companies using Cogito and Cogito leadership team to provide feedback on using its products, share insights on customer experience and customer engagement strategies, and advise Cogito on product and strategic directions.
Product Release Notes	Notes pertaining to the expected dates/timelines of product releases in conjunction with early visibility and internal enablement messaging on said products.