Glossary

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ACD – Automatic Call Distributor: A telecommunications system that distributes incoming calls to a specific group of targets or agents.

ACH – Automated Clearing House: An electronic funds transfer system in the United States designed for bulk batch processing of payments and typically used by companies sending large volumes of regular payments to vendors. This form of transfer is not immediate and can get recalled.

ACL – Average Call Length: When viewing statistics for a campaign, the average call length is represented by taking the total number of minutes and dividing them by the total number of calls. For instance, if your campaign has ten calls with 10 hours of total time on the phone, the ACL would be 10 hours / 10 hours = 1 hour.

AHT – Average Handle Time: The amount of time an agent has occupied on an incoming call.

AI – Artificial Intelligence: The ability of a computer to mimic human cognitive skills such as learning and understanding.

AP – Accounts Payable: The department responsible for paying bills and sending payments to clients, vendors, and partners.

API – Application Program Interface: A set of protocols and tools for building software applications.

AR – Accounts Receivable: The department responsible for making sure all funds owed to the company are received.

ARR – Annual Recurring Revenue: A measure of how much recurring revenue a business can expect every year. It typically gets used by companies that sell software, subscriptions, or services.

Abandoned Call (Abandons): Calls that don’t get answered before the caller hangs up.

Abandonment Rate: The percentage of callers who hang up before connecting to an agent.

Above the Fold: The part of an advertisement or web page that is visible to a user without scrolling.

Account ID: The unique identifier for the entire RDX account.

Ad Copy: Text used inside of an advertisement or advertorial.

Ad Exchange: A marketplace where aggregators, publishers, website owners, and ad networks come together to buy, sell, and exchange their inventory of advertising space.

Ad Network: A business that gives advertisers access to their inventory of advertising space.

AdCenter (Microsoft Ads): Microsoft’s search engine marketing platform for Bing

AdWords (Google Ads): Formerly known Google AdWords, is the world’s biggest marketplace for advertising based on user’s searches run by Google. Anytime you see an advertisement after searching for a given website; it gets generated through the Google Ads program.

Advertiser: A buyer of advertising space, or an action taken by a user.

Advertising Manager: The day to day contact for a group of advertisers that work with an affiliate network. These people are responsible for managing compliance and traffic to specific advertisers and working with them to deliver a successful campaign.

Affiliate Marketing: A form of marketing where the “affiliate” bears all the risk of the transaction, allowing companies to grow their user-base risk-free. This form of advertising is entirely performance-based: if you do not produce the desired outcome, you will not get paid for your work. This form of marketing is not for the risk-averse and typically results in lost money before any progress gets made. However, when a campaign is created that becomes profitable, affiliate’s revenue is not capped or limited unless due to capacity issues.

Affiliate Network: Affiliate Networks act like central hubs or marketplaces for advertisers and publishers to work together. Typically these relationships are blind, and only the affiliate network knows who both parties are. This business model makes it easy for people to get involved in online advertising and to broker advertisements. The blind model also makes compliance significantly more complex and publishers much harder to police. Buying affiliate network traffic is a great way to grow your business if you’re able to provide compliance feedback, and the network is proactive about your brand guidelines.

Agency: A company that provides services such as planning, creating, buying, and tracking advertisements and ad campaigns on behalf of a client.

Agent: Person who answers calls in a call center. Often called a Customer Service Representative (or CSR).

Agent Productivity: A performance metric for determining the productivity of an agent in a call center using factors like abandoned rate, average handle time, after-call work.

Allocate Numbers: Assign numbers to a number pool, campaign, or publisher.

Arbitrage: A business practice that involves taking advantage of the price difference between two markets

Area Code: Three digit code that identifies different areas of the United States, Canada, and certain other countries.

Asset: Something that holds value or generates a profit on behalf of yourself or your business. Can also be a human asset which is a cultivated relationship where value can get extracted.

Attribution: The act of tying two activities together to determine the source of the desired action (i.e., click, call, conversion)

Attrition Rate: The rate customers cancel their recurring billing, or abandon a product or service.

Audience: A segment or group of users, typically organized by source, interest or other criteria.

B2B – Business to Business: When a business sells to another company directly. B2B Campaigns are typically more difficult, but also generally are larger.

B2C – Business to Consumer: When a business sells directly to a consumer.

BPO – Business Process Outsourcing: A company that provides outsourcing services for specific business activitie

Backlink: A link from any other website that goes to yours where you are not required to reciprocate and link to their website.

Barge-In: The ability to listen to a live call without the knowledge of the agent or caller

Below the Fold: The part of an advertisement or web page that is visible to a user after scrolling.

Bi-Directional (2-way) SMS: A messaging system for sending and receiving text messages that allow commercial users to reply to text messages. For instance, typically bulk SMS is sent out to users, and the user is expected to click a link, call a number, or interact with the information some way. However, nothing prevents the user from replying to the SMS, and most systems do not allow continuous communication or a ‘conversation’ to take place.

Bi-Weekly Payments: Payments made every two weeks. Typically payments made on a bi-weekly basis are constructed as ‘bi-weekly net 7’ which means the funds due for those two weeks will be paid seven days after the closing of the billing period.

Big Data: The process of working with large and complex datasets to find meaningful patterns.

Blackhat: Marketing and promotional methods that specifically violate the guidelines or terms of a traffic source, affiliate network, advertiser or other participant in the value chain. Typically engaging in blackhat techniques will result in non-payment and termination on whatever platform is involved.

Blocked Call: Any call that was blocked before entering the RDX system.

Bot Traffic: Short for Robot Traffic, bot traffic gets generated by computers and is typically used to defraud a party somewhere in the value chain.

Brand: The overall perception of a company in the eyes of a consumer.

Breakage: Tracking errors between two parties involved in online advertising that a reconciled or settled later. Breakage typically benefits brokers, advertising networks, affiliate networks, and pay per call networks because they do not disclose breakage to their partners and will keep the additional revenue without revealing to their publishers and affiliates.

Brokering: A business practice that facilitates a transaction between a buyer and seller in exchange for a commission.

Browser Compatibility: The process of making sure a landing page or website works with every browser type, version and device type and version. It is important to understand what browsers and devices your users are viewing your landing pages with from each traffic source so you can test to make sure the website looks and functions the same across all browsers. It is very common for users to use older and out-dated versions of browsers and if your website does not function properly you may be leaving a good amount of profit on the table.

Bulk Mail: A term for describing large volumes of legally sent email marketing messages.

Business Analytics: The process of collecting, interpreting, and communicating meaningful patterns and actionable insights from data.

Business Intelligence: The strategies and tools that a company uses for analyzing business information.

Busy Signal: A tone used to indicate that the party on the receiving end of a call is currently in another conversion.

Buyer: The owner of a Target. Targets can be assigned buyers (owners) with sub-accounts so a buyer can log in and see all of their statistics and payouts for all of their target. Buyers can be assigned to multiple targets because sometimes they may have different partners, queues, or campaigns all in the same brokerage or call center.

Buyer ID: An identification variable for buyers in the RDX system.

CLEC – Competitive Local Exchange Carrier: A telecom provider that is competing with an already established carrier in a market or region.

COGS – Cost of Goods Sold: The final cost of your products when they arrive at you as finished goods.

CPA – Cost Per Action: Paying a partner/publisher only when the user completes a specific action like filling out a form or making a purchase. CPA Is the generic team in the affiliate marketing industry for an “acquisition” of a customer and may get interchanged at times with CPL or CPS.

CPC – Cost Per Click: The price paid for every click when buying traffic.

CPI – Cost Per Install: Paying a publisher only when a user installs software on their computer, an extension or toolbar into their browser, or an application on their mobile device.

CPL – Cost Per Lead: Paying a publisher only when a user signs up for some promotion allowing you to contact them via whatever means were required by the campaign.

CPM – Cost Per Mille: The rate paid per thousand impressions when buying traffic.
For instance, if you purchased banner traffic at $5 CPM and received 10,000 impressions, you would calculate your cost by dividing 10,000 by 1,000, then multiply the result by your CPM rate.

CPO – Cost Per Order: The average cost of advertising to generate an order or sale.

CPS – Cost Per Sale: Paying a partner/publisher for traffic only when a sale occurs. Typically CPS campaigns pay a percentage of the gross sale as a commission rate instead of a flat fee per transaction.

CRM – Customer Relationship Management: The software used to manage consumer information and the sales process. Examples include Salesforce, HubSpot, and Pipedrive.

CS – Customer Service: The experience and service a customer receives from a business before, during, and after purchasing a product or service.

CTR – Click Through Rate: The percentage of people that click an advertisement they have displayed. For instance, if you show an ad to 100 people and 5 of them click, you have a 5% click-through rate. This example is highly simplified for training purposes; typical click-through rates are usually much lower and depend on the user segment, targeting, traffic source type, and other various factors.

Call Attribution: By linking calls to a specific source and user data it allows you to optimize your campaigns and attribute revenue to specific traffic and call sources. Without detailed information about who is and is not calling, it is not easy to optimize campaigns by performance.

Call Center: A business that is set up to handle a large volume of telephone calls.

Call Center Efficiency: The process of optimizing the operations of a call center, including; response time, handle time, abandonment rate, average handle time, agent productivity and caller satisfaction.

Call Duration: Length of the call from the moment the call is connected to our server and the moment the call is terminated. Also referred to as ‘call length’ or the ‘length of a call’.

Call Log: Details about a call for in-depth monitoring of how calls get serviced.

Call Queue: Calls that cannot be immediately answered by Agents get held in a queue. These typically run on a first-in, first-out basis, but can also be configured into priority and waterfall scenarios.

Call Tracking: The process of recording information about the customer journey from the phone calls they make.

Call to Action: A call to action is a type of wording that commands a user to take action. Typically these words and phrases are designed to cause the specific action to be taken immediately while the user is currently in the mindset of acting, or has the intent to purchase.

Caller ID: The phone number of the caller. Also called Caller Identification, CNAM, or Caller Name.

Caller ID: The phone number of the caller. Also called Caller Identification, CNAM, or Caller Name.

Campaign: Settings assigned to a specific group of actions, publishers, or targets to meet the needs of your clients.

Campaign Assets: Creative assets for the promotion of a specific advertising campaign. Examples are banners, landing pages, designs, promotional materials, email marketing templates, and more.

Campaign ID: An identification variable for campaigns in the RDX system.

Capacity: The amount of call traffic, or concurrency, a target can handle.

Capacity Management: The management of human resources to match the number of predicted inbound calls throughout the day.

Carrier: A company that is authorized by regulatory agencies to operate a telecommunications system.

Cash Flow: The flow of revenue into your business every month.

Chargeback: The return of funds to a consumer, initiated by the issuing bank of the instrument used by a consumer to settle a debt.

Churn Rate: The rate in which users leave a platform or service.

Click: When a user interacts with an advertisement it is called a click.

Click Tracking: The process of recording information about the customer journey from the links they click.

Click to Call: A type of user interaction for connecting with a business or individual over the phone.

Clicks: The total number of clicks on a platform

Cloaking: Stopping the traffic source from viewing the advertisement being shown to users to bypass compliance requirements or brand guidelines. This activity typically results in the termination of an account at an advertising network or traffic source when it gets discovered.

Cold Transfer: A type of transfer where a call is routed immediately to a destination without any initial context.

Collaboration: When two or more parties work together to realize a goal. Sometimes called a “JV” or “Joint Venture.”

Collections: The process of pursuing payment for outstanding debts.

Comment Spam: Similar to link spam, it is automated posting of comments on forums or websites that allow public interaction. These links drive traffic to the promoted website and help with search engine rankings until the search engines discover it is repeated spam and de-list the site.

Commission: Compensation based on performance, typically for selling a good or service on behalf of a company.

Completed: Completed is a call that hasn’t been blocked for any reason and has gone through either eventually connecting to a target, or ringing until the settings dictates without the caller hanging up while ringing.

Compliance: Monitoring of marketing and promotional methods to make sure they meet your client’s brand guidelines.

Concurrency: The number of simultaneous calls that a contact center can, or is receiving, at one time. For instance, if a call center has 25 agents, their maximum concurrency is 25.

Connect: When a caller and an agent are brought together on the phone they’re connected. The call is ‘connected’ at the moment all parties are brought together, whether that means a caller and an agent, or the receiving party’s phone system answers the call and puts it in a queue for the next available person.

Connected: Calls that successfully connected to a Target or IVR.

Connection: The moment when a caller has been routed to a target, and the call gets answered by an agent.

Contact Center: A business that specializes in communicating with customers through a variety of channels (ex calls, emails, live chat).

Content Marketing: Using content to promote products and services. It typically is done by telling a story about a real or fictitious user of the product and how it worked for them. Another form of content marketing is to use click-bait style ads to promote content that hopefully gets the user to browse a site and produce a profit based on click arbitrage. Celebrity news sites are a great example of content marketing in this regard

Content Network: Content networks are usually 3rd party partners of an ad network where content or advertisements get syndicated. Sometimes there is full transparency allowing the buyer to see who these partners are and to choose which are allowed to run the advertising campaign, and sometimes no visibility is given into where the ads are displayed. Always ask your account managers for information about where your ads are displaying so you can determine if it is a good fit and learn what to avoid and what works best for you.

Contracts: A formal agreement between two or more companies that is enforceable by law.

Conversion: When a user completes a desired action that typically results in financial compensation or the capture of user information.

Conversion Funnel: An advertising funnel is designed to capture information about a user and direct them further into a sales process to get them closer to a sale. Different people react differently to materials and segmenting the type of user and displaying a more relevant message typically yields better results.
Sometimes marketers will ask a user a question about their likes or age before sending them to the next page. That allows them to take that information and customize the following information to the user’s liking, increasing the chances they’ll complete the desired action. It’s called a funnel because it starts at the top with a big opening and no classification, and then as the user moves through the process more is learned about them, and the message becomes more tightly targeted.

Conversion Rate: The percentage of users that view your offering or landing page and complete the desired action. For instance, if 100 users visit your site, and 10 of them sign up for your newsletter, your conversion rate would be 10%, assuming that newsletter sign-ups were the goal for the page.

Converted: Calls that have met the campaign’s conversion requirements.

Cookie: A bit of data left on the user’s computer so their movements around the internet can be tracked for advertising purposes across multiple websites or venues.

Cookie Stuffing: An illegal method of advertising where a user is ‘cookied’ with an affiliate tracking cookie, but does not know it is happening. Typically done using 3rd party software or an iframe, unscrupulous marketers get their tracking cookie stored on that user’s computer without their actual interest in the website, generating commissions when the user comes back at a later date and buys. There have been numerous lawsuits and arrests made for this behavior and it should be avoided.

Copywriting: Skilled writing specifically designed to get a user into the mental zone to make a purchase or register for a service. Marketing people regularly undervalue the power of good copywriting — always remember that it matters more how you say something than what you say. Having a great copywriter can mean the difference between an exceptionally profitable advertising campaign and complete failure.

Country Code: The two-digit ISO code assigned to the country a caller wants to reach when making an international phone call. Examples: US, CA, GB, AU, MX

Created Inventory: Advertising space inside of software, or created by 3rd party software.
For instance, if you see a banner inside of a windows application like uTorrent, this would be created inventory. Advertisements injected by browser extensions or toolbars are also considered to be created inventory.

Creatives: A general term for campaign assets designed for the promotion of an advertising campaign. Examples include banners, landing pages, designs, promotional materials, email marketing templates, and more.

DBA – Doing Business As: Government registration of a brand or trade name that someone is operating under.

DID – Direct Inward Dial: A DID or ‘Direct Inward Dial’ number is a virtual phone number used to route inbound calls. All phone numbers issued inside of RDX are DIDs.

DNS – Domain Name System: The configuration of a domain name that allows all users to find the server hosting the content. Solid DNS configuration and services are important to the success of an advertising campaign. DNS Issue may cause users to not actually make it to the advertisement, or slow down the loading enough that they hit back or close the browser.

Daily Budget: The amount of money you are willing to spend daily for a campaign. Setting a daily budget on any ad network or platform does not guarantee you will receive that amount of traffic, only that you won’t receive more.

Day Parting: Buying advertising space or media only during specific hours of the day. That may be due to constraints like sales people’s hours in a call center, or because people don’t complete the desired action during specific hours of the day.

Deallocate Number: Remove a number from your RDX account. Once a number gets deallocated, it is released back to the phone carrier and cannot be repurchased or added back to your account.

Deliverability: A way of measuring if an email will arrive in a destinations inbox.

Dial Tone: A sound indicating a caller may start to dial.

Dialed #: The specific number that a caller dialed to initiate a call.

Disposition: The outcome or result of a phone call. Example: Sale, not interested, follow-up.

Distributed Call Center: A call center with distributed agents who are located all around the city, country, or world.

Domain: An address used to find websites.
Example: if you go to http://www.google.com, google.com is the domain name.

Domain Portfolio: A group of domain names that exist for the sole purpose of generating traffic to advertisements or reselling the domains for a profit. That may include typo domains, branded domains, dictionary word domains, expired domains, or other types of domains that hold more value than the original price of registration.

Domainers: People or companies that engage in domaining.

Domaining: The practice of acquiring domain names for future sale or traffic generation. Also called Domain Squatting.

Downtime: The period that a system has not been working or available. Opposite of Uptime. Call centers refer to any time where something is causing their floor to stop taking calls.

Dropped Call: A phone call that is terminated or disconnected abruptly before the speakers finished their conversion due to some technical difficulty, not the users hanging up the phone.

Duplicate Call: A repeat call made by the same caller within a specific period.

EPC – Earnings Per Click: Estimated revenue per click of a campaign. It is typically calculated by taking the revenue and dividing it by the number of clicks it took to generate.
For instance, $100 in revenue from 1,000 clicks has an EPC of $0.10 per click.

EPCall – Earnings Per Call: Estimated revenue per call generated for a campaign. It is typically calculated by taking the revenue and dividing it by the number of calls it took to produce.

Email Bounce Rate: The percentage of people whose email address was not deliverable. It is important to track email messages that are not delivered and prune them from your list to stay in good graces with email service providers. To calculate your bounce rate, you take the number of emails delivered and divide it by the number of emails sent.
For instance, if we sent 1,000 emails, and 20 of them came back as “undeliverable” the bounce rate would be 2%. To calculate this we take 20 / 1,000 = .02 and multiple .02 ** 100 to get the whole number percentage of 2%.

Email Drip: A campaign that automatically contacts users on a set schedule. An example would be a drip campaign that sends a user an email three times a week for three months.

Engagement: When a user interacts with a website in a desired way or context.

Entry Pop: A popup that happens immediately when a user arrives at a landing page before they have a chance to interact with it.

Exit Pop: A popup that happens when a user tries to leave a website, close a browser, or close a tab.

eCPM – Estimated Cost Per Mille: The estimated cost or revenue per thousand impressions.

eCheck: The electronic transfer of money from one bank account to another.

FCC – Federal Communications Commission: The government agency responsible for regulating communications by communications by radio, television, wire, satellite, and cable in the United States.

Facebook Ads: Facebook’s proprietary ad platform for targeting users on Facebook, Instagram, Messenger, WhatsApp, and more.

Failed to Connect: When a target’s system is unable to answer or connect a call, it gets marked as a failure.

Feedback: The process of reviewing inputs and their corresponding outputs to improve performance.

Floor: The office area of a call center where agents take calls.

Floor Plan: The seating plan for agents working in a call center.

Fold: The section that divides content that is visible to the user on initial page load (also known as “Above The Fold”) and the content that requires the user to scroll down (also known as “Below The Fold”).

Fulfillment (Call Center): A company that specializes in providing call center and customer support services on behalf of another company.

GDPR – General Data Protection Regulation: Regulation for simplifying data privacy laws in the EU and protecting consumers with severe penalties for non-compliance.

Geo Routing: The routing of calls based on the caller’s geographic location.

Geo Targeting: Targeting users based on their geographic location. Typically campaigns are broken down by country by advertisers to organize customers by value, language, and laws. In more mature markets like the United States, Canada, and portions of Europe, some campaigns are broken down on a state or region basis to manage government licensing and local capacity for real-world service. Health insurance and home services like plumbing and roofing are good examples of regional campaigns.

Going Direct: The process of learning who an advertiser is, and cutting out the middlemen in the value chain.
For instance, if you are working with an advertiser at an affiliate network and ‘go direct,’ you would cut out the affiliate network and work directly with the advertiser. Typically comes with higher payouts and increased profit margins, but also carries more payables risk. Most upstanding affiliate networks pay their affiliates even if the advertiser doesn’t pay their invoice. If you go direct to an advertiser, you do not have an affiliate network in the middle guaranteeing your payout. Affiliate networks usually always pay faster than advertisers do, bearing some of the financial risks in the transaction. By ‘going direct’ you will most likely have to wait longer for your payment.

Google Analytics: A service from Google that allows you to view information about your users as they visit your websites by simply placing a small snippet of JavaScript code that gathers information about your users.

Google Tag Manager: A service from Google that allows you to place and manage multiple tags and code snippets on your website from a single interface.

HR – Human Resources: The management of staff with an end goal of maximizing employee productivity, satisfaction, and performance.

HTTP – Hyper Text Transfer Protocol: The standard protocol that is used to send information over the internet when you visit a website.

HTTPS – Hyper Text Transfer Protocol Secure: An encrypted and secure version of HTTP used to send information over the internet when you visit a website.

Handle Time: The length of time a caller spends talking to an agent.

Hangup: The party that hung up the phone call.

Headset: A hands-free device used by contact center agents for communicating with callers.

Hold Time: The length of time a caller spends waiting on hold to speak to an agent. Hold time is calculated from the moment the call is connected to the moment when an agent answers the call.

Home Agents: Agents that service calls from their home instead of an office or call center facility.

Home Services: Businesses that provide services to homeowners.

Hours of Operation: The hours that a contact center can accept calls.

ICP – Instant Caller Profile: RDX’s real-time caller data enrichment service.

IP Address – Internet Protocol Address: The address of a computer or device that is connected to the internet. Think of it like a mailing address for your computer to send a receive messages on the internet.

ITC – International Telecommunication Union: A specialized agency of the UN responsible for issues that concern information and communication technologies.

ITSP – Internet Telephony Service Provider: A company that provides telecom services and infrastructure over the internet using VoIP.

IVR – Interactive Voice Response: A system responsible for interacting with callers by requesting they press numbers on their dial-pad or speak into the phone.

IXC – Interexchange Carrier: A long distance phone company.

Idle Limit: The amount of time in seconds RDX will leave a number locked to a user when they leave their browser open and idle.

Image Pixel: A 1×1 pixel image that is inserted on a specific page that is usually after a user completes some type of action. When the image loads it triggers code on the tracking server to attribute the user action to the proper party. This was the original implementation of tracking code in the early days of online marketing and is still used today.
Image pixels are usually less accurate than modern JavaScript or postback pixels due to the older technology and limitations of image tags. Whenever possible we suggest using a postback pixel or JavaScript pixel for the most accurate results.

Impressions: An impression is a view of any kind of advertisement.

Inbound Call: A call that is originated by an external source, or caller.

Inbound Call ID: The unique identifier for an inbound call in the RDX system.

Inbound Number: A phone number designated to receive calls.

Inbox Emails: The number of emails that get delivered to a recipients’ inbox.

Inboxed: An email marketing campaign that was not flagged as spam and delivered to the recipients’ inbox.

Incentive Alignment: When the goals and objectives between two business are in alignment with each other in a collaborative way. When incentives align, the likelihood of a win-win situation is high.

Incoming: All calls that have entered the RDX system.

Incomplete: Any call that was not completed due to an incomplete even

Incorporation: The process of setting up an independent business entity.

Independent Agent: A third party that acts on their own behalf.

Influencer Marketing: Paid promotion of products and services on popular online personalities social media outlets. An example would be a sponsored blog post, promoted tweet, or promoted Instagram post. Much of the time these posts are not identified as advertisements making it look like the influencer is interested in the product without the users actually knowing if that is true.

Insurance: A guarantee of compensation for specified loss or damage in return for the payment of a premium.

Integrations: The ability to connect to third-party tools and workflows.

Interstitial: An advertisement that is shown to the user when clicking a link. This type of advertising interrupts the user’s browser experience by showing itself on the path to a destination, usually requiring the user to intervene to get there by clicking a button.

Invoice: A bill sent from one party to another for money due.

Javascript Pixel: JavaScript pixels are simple JS tags hosted on a third party tracking server used to gather data about a user and attribute actions to them. Some JS pixels function as a conversion pixel as well as an audience pixel, tagging and tracking every user with cookies and allowing the users to sort through all the data the pixel captures.
Google Adwords and Facebook Ads both use JS audience pixels to gather data and attribute actions to specific traffic in their systems.

Jurisdiction: The official power or authority to make specific decisions in a particular region or industry. Also used as another way to say a country. “We have entities in a few jurisdictions (countries).”

KPI – Key Performance Indicator: A single metric used to measure and evaluate the performance and effectiveness of an organization, project or business activity.

Keyword Analysis: The process of finding which keywords are the most valuable to marketing campaigns. It is also known as “Keyword Research.”

Keyword Tracking: The process of tying keyword data from marketing campaigns to business goals and objectives or the process of tracking the ranking position of keywords in search engine results pages.

LCR – Least Cost Routing: The process of selecting the routing of call traffic based on cost.

LEC – Local Exchange Carrier: A local telephone company.

LP – Landing Page: The final destination website or web page a user reaches immediately after clicking an advertisement and routing through any tracking links.

LPO – Landing Page Optimization: The process where marketers change and test portions of their landing page, or entire landing pages in controlled settings to determine what users react to the most, or which settings generate the highest conversion rate. The way a page looks and functions can have a massive impact on a user’s interaction rate.

LTV – Lifetime Value: The average value of a user after they are no longer a customer.
For instance, the LTV of a user that is paying 10 per month for six months is 60 if they do not renew their subscription.

Landline: A POTS (“Plain Old Telephone System”) telephone line that is made using copper wire. These phone lines are provided low voltage power from the phone station so that even during a power outage, the phone lines still work. These are still in use today due to requirements for critical services like 911.

Lead Buyers: A business or individual that purchases qualified leads for a set price.

Lead Form: A fillable form used to capture lead information.

Lead Gen: The practice of generating interest in a product or service and facilitating the initial contact between a business and a prospect. Short for “Lead Generation”.

Lead Verification: The process of determining the quality or potential of a lead.

Leg: A segment of the entire network-to-network path that a call gets routed through. For instance, someone may reference an “outbound leg.” They’re speaking about the route from their system or platform to the end user. An “inbound leg” refers to the opposite, the route from the caller to their system or platform.

Legal: Anything that is permitted or required by law. Also, the department that manages contracts and legal requests inside an organization.

Liabilities: The number of outstanding payables and debt your organization has at any given period.

Licensed Agents: Any call center agent that requires some type of formal licensing through a governmental body or other institution.

Likes: A term describing an action taken by a user on the Facebook platform, publicly acknowledging that they “like” a product, brand, post, or other types of content.

Line Busy: When a phone number has reached the maximum number of concurrent calls the line can handle.

Link: A clickable form of text displayed on a website that takes users to another place or piece of content.

Link Building: Getting external sites and users to link to your content driving traffic and generating revenue.

Link Spam: Automated posting of links on comment forms, forums, or other publicly available places where users can post without restriction. Link spam is typically used for pump and dump search engine traffic — it may last a little while, but eventually the search engines will “slap” (penalize) the website where the link spam points. That is not an excellent way to build a brand or a long term campaign.

Link Tokens: Variables setup in the link structure to allow servers to store data about that specific user. Sometimes the variables contain static information, and sometimes the information is dynamic. The technical term for link tokens is “GET Variables,” and any information after a question mark in the URL structure gets referred to as the “Query String.”

Load Balancing: The process of optimizing how calls are routed based on performance.

Local: A business that operates in a specific and usually small geographic region.

Local Number: A type of phone number that is associated with a specific geographic location.

Local Number Portability: The ability to re-assign a local phone number to a different carrier. Types of porting: service provider portability, geographic portability, service portability

Long Tail Keywords: Keywords used in search advertising that are typically more than two words and more rarely searched by users. There are no rules for what is considered a long tail in terms of the actual length of the keyword or phrase. Typically longer tail keywords result in less traffic, but higher ROI due to being more specific to the user’s immediate needs.

MMS – Multimedia Message System: The technical term for a text message (txt message) that includes multimedia files such as pictures, audio or video.

MRR – Monthly Recurring Revenue: A measure of how much recurring revenue a business can expect every month. Typically in use by companies that sell software, subscriptions or services.

Margin: The amount of money in a transaction that is considered profit.
For instance, if you sell something for 100 and your cost is 50, you have a 50% margin of $50. To calculate your margin in dollars, you subtract your cost from revenue. To calculate your margin as a percent, divide the dollar margin by the gross.

Media Buy: Purchasing ad inventory such as Search Ads, Display Ads, Social Ads, etc.

Merchant Processor: A business that processes credit card transactions on behalf of a company

Merchant Processor: A business that processes credit card transactions on behalf of a company.

Misdials: Connected calls where the caller dialed an incorrect number.

Missed Number Pool: All numbers inside of your number pool are in use by other sessions. When you start to see this warning, we suggest increasing the size of your pool.

Mobile Number: The phone number of a mobile phone or device that connects to the network wirelessly.

Mobile Number Portability: The ability to re-assign a mobile phone number to a different carrier.

NPS – Net Promoter Score: A method for determining how loyal customers are to a brand or product.

Negotiation: The process of agreeing to terms between two parties that are entering into a mutually beneficial relationship.

Net Margin: Net margin is revenue minus the cost of goods, advertising, and any other overhead required to run your business.

Net Payment: Payment terms where one party will pay a specific number of days after a set pay period.
Example: monthly net 7 payment terms mean whatever amount is due at the end of the month will be paid 7 days after the closing of that billing period.

Net Revenue: The amount left over after you take the gross revenue and subtract all costs of doing business.

Network Manager: The person responsible for managing the team of affiliate managers and advertising managers.
It is essential to find out who this person is and reach out to them when working with an affiliate network. Having access to the network manager gives you the ability to resolve complicated problems, or ask someone with authority to make business development decisions when you have new ideas or need an exception to the rules.

No Answers: A call that connected to a target but was not answered.

No Connects: A call that was initiated but did not connect to a Target or an IVR in the RDX system.

No Target Answered: When a call does not get answered by any of a campaign’s targets RDX throws this error event.

No Target Found: When there are no targets found based on the routing criteria for a call RDX throws this error event.

Non-Payment (Burn): Money owed to a business that has not gotten paid.

North American Numbers: Phone numbers for the United States and Canada.

Notifications: A system for sending updates and important messages.

Number Format: The format used to display a phone number generated by a RDX JavaScript tag.

Number Lock: When a number from a number pool gets assigned to a user RDX locks it for a specific period allowing the user to call.

Number Pool: A group of phone numbers used for caller analytics and attribution.

Number Pools: All the Number Pools associated with a RDX account.

OOH – Out Of Home: Any real-world marketing. The name comes originally from the billboard advertising industry, but not encompasses any advertising that is “outside of your house.” That would include things like posters above toilets in a bar, elevator screen advertising, TVs in doctors offices, billboards, electronic billboards, stadium advertising, and more.

On-Site: Agents that service calls from an office or call center facility.

Onboarding: The process of introducing and familiarizing an employee or client with a company’s products and services.

Open Rate: The number of opens vs. the number of emails sent. To calculate the open rate, you take the number of opens and divide it by the number of emails sent. For instance, if we sent 1000 emails, and 50 people opened the messages, the open rate is 5%. To calculate this, we take 50 / 1000, which gives us .05. Multiplying by 100 gives us the whole number percentage: .05 ** 100 = 5%.

Opens: The number of opens for a group of delivered emails, or a “drop” of emails. Typically email campaigns are measured by sending a set amount of emails and reviewing the overall open rate to see if the campaign should get sent to an entire list.

Operating Expenses: Expenses required to run a business, not including the cost of your goods or advertising.

Opportunity Cost: When running a business, you have to be careful and precise about your time allocation. Opportunity cost is the cost of your time and energy focused on one task when you could focus on another. For instance, if you are spending 3 hours a day making banners for your advertising campaign instead of doing business development, you could outsource that function to someone else cheaply, reclaiming your 3 hours. The time you spend missing out on opportunities because you are too busy is the opportunity cost.

Opt-in: When a user agrees to accept marketing messages from a brand, company, product or another source.

Optimize Media Spend: The process of improving a marketing campaign and lowering costs based on previously gathered data.

Optimizing Call Flow: The process of improving the caller experience and routing of a call based on previously gathered data. Also called Call Flow Optimization.

Outbound Call: A call originated by an agent to reach a customer outside of their contact center or location.

Outsourcing: The process of finding labor sources outside of your home country, typically avoiding tax liabilities and government requirements. The global labor force also works at a market rate and is cheaper than labor in first world countries.

Overages: The additional cost that gets charged over included usage.

Overflow: Excess call traffic that is greater than a call center’s capacity.

PBX – Private Business Exchange: A private phone system that gives a business access to systems and services in relation to their phones. PBX Systems can be physical located on-premise, or remote in the cloud and provide a wide range of services. Some examples are transferring calls, IVR systems, voicemail and more.

PCI Compliance: PCI DSS or Payment Card Industry Data Security Standard is a set of standards that were created to increase controls around credit cardholder data and to reduce credit card fraud.

PO Box – Post Office Box: A mailbox set up to receive mail at a government post office that can get used for personal or business uses.

POTS – Plain Old Telephone System: A traditional phone line that uses copper wire to deliver voice services to users. When you plug a phone into the wall using a standard phone cord, you are connecting to a POTS telephone line.

PPC – Pay Per Click: Buying advertising from someone and only paying for every user that clicks through to your website or landing page.

PPCall – Pay Per Call: Buying advertising from someone who is generating calls and only paying for every user that calls your phone number.

PPI – Pay Per Install: This is a billing model where the buyer of the traffic only pays on a successful installation of a software product, browser extension, or mobile application.

PPV – Pay Per View: Another term for popup or pop-under advertisements generated by browser extensions or toolbars. Typically these types of pops have a predetermined resolution and sometimes a fixed browser type that is part of the software. It is always good to find out this information so you can design your advertisements to fit the specifications of the browser.

PR – Public Relations: Using the press to distribute information about your business driving customers and name recognition. PR is not a marketing plan unless you have a background in it and are incredibly experienced. Today’s media cycles run in periods of hours, not days, and it is complicated to hold their attention long enough to get repeated exposure.

PSTN – Public Switched Telephone Network: The aggregate of the world’s interconnected communications networks.

Page Views: The number of times a landing page or website is viewed by users.

Paid Call: A call the meets conversion criteria and qualifies for payment.

Parked Domain: A domain that gets pointed to an advertising service specifically designed to generate clicks and revenue for the owner of the domain name.

Pay Per Call: An advertising, billing, and performance marketing model for connecting businesses with inbound customer calls.

Pay Per Call Network: A platform that manages Pay Per Call campaigns on behalf of advertisers and generates calls through the network of publishers.

Pay Per Callers: Pay Per Callers People involved in the Pay Per Call industry in some way. Also the name of the industry’s only forum you can find at PayPerCallers.com.

Payables: The amount of money owed from your organization to clients and vendors at any given period of time.

Payment Terms: The criteria that must be met to receive payment.

Payout: The money paid to your publisher for every conversion that meets the campaign’s criteria.

Payout Bump: Asking an affiliate network or affiliate manager to ‘bump’ your payout up when you want more money for each conversion. You should always ask affiliate managers to raise or ‘bump’ your payouts for any campaigns you plan to run for long periods of time, or that have substantial volume.
Affiliate managers will typically bump up any payout when asked without much resistance, but won’t do it unless prompted. A good way to get them to raise your rates is to compare with another Affiliate Network, or to let them know that you have existing traffic to the campaign.

Per Minute Usage: The associated cost for a single minute of voice traffic into a PBX, or connecting an outbound call.

Per Seat: A billing model used in the call center world that refers to billing a customer “per seat,” which implies a concurrency billing model as multiple people may share the same seat. Example: A call center has 100 desks and seats for agents so they must license their CRM software on a per-seat basis.

Performance Marketing: A type of marketing where advertisers get paid when a specific action gets completed; such as a click, lead, call, or sale.

Phone Number: A string of numbers people can use to reach other people on the telephone network.

Pixel: Code snippet designed to trigger an event or track usage

Platform Fees: The costs associated with using a platform.

Pop Under: A browser window or new tab opened to show the user an advertisement below the current browser or tab as to not disturb their browsing experience.

Pop Up: A browser window or new tab opened to show the user an advertisement above the current browser. This form of advertisement is specifically designed to interrupt the users browsing experience.

Porting (Number Portability): The process of switching a phone number from one carrier to another.

Postback – “Postback Pixel”: A postback pixel is a URL where data is passed back to a 3rd party server using cURL, secure cURL, an HTTP Post, or some other type of automated server-to-server communication method. Postback pixels allow for accurate Tracking and reconciliation of stats.
This type of Tracking happens on the back-end of systems so it cannot be tampered with by users and is considered the most accurate and secure way of tracking conversion data.

Pre-paid: The practice of paying for a service or product before receiving or using it.

Predictive Dialer: An outbound calling system that automatically dials from a list of telephone numbers. Also known as; robodialer, autodialer

Priority: A scoring variable used by RDX to determine which target to send a call.

Privacy: The right to withhold or provide personal information.

Profit: The net amount of money earned from calls after expenses.

Publisher: The party that provides the advertising services, calls, or traffic to a campaign.

Publisher ID: An identification variable for publishers in the RDX system.

Push Notifications: A type of a message that pops up on a mobile device.

QA – Quality Assurance: The process of determining whether a product or service meets specified requirements.

QoS – Quality of Service: A metric for measuring the voice quality on a call.

Qualified: Calls that have met the campaign’s requirements to be considered a converted call.

RDX Javascript Tag: A snippet of code used by RDX to track information about users and to display phone numbers on web pages.

ROI – Return on Investment: A marketing campaign’s main purpose is to generate a profit for the company, client, product or service being promoted. It is important to calculate that profit regularly throughout the process and monitor it on an ongoing basis by determining the campaigns ROI, or return on investment.ROI can be calculated by subtracting the advertising costs from the gross revenue and dividing the difference by the original advertising cost and multiplying by 100 for the percentage ROI.

RPC – Revenue Per Call: The gross revenue generated per inbound call to a call center. It is calculated by taking the gross revenue and dividing it by the number of calls it took to generate the revenue.

RTB – Real Time Bidding for Ads: An advertising exchange model in which parties interested in advertising space bid for a chance to have their ad shown. The parties are required to bid in a maximum amount of time, usually 100 milliseconds or less, to get included in the auction for that specific impression. Parties not able to offer in time do not get a chance to buy that impression.

RTB – Real Time Bidding for Calls: A call routing model where parties interested in buying live calls bid for a chance to connect to the caller. The parties are required to bid in a maximum amount of time, usually 100 milliseconds or less, to get included in the auction for that specific impression. Parties not able to offer in time do not get a chance to buy that impression.

Rates: The cost of using a product or service.

Raw Call: An inbound call, whether answered or not. This term is typically used to describe a billing method where the buyer is responsible for paying for every call, whether they answer it or not. Example: “$10 per raw call.”

Receivables: The amount of money due to your organization at any given period.

Recording – Call Recording: The act of recording and storing an audio file of a phone call. Especially useful for storing an audio file for analysis and quality assurance. Two-channel recordings record each party on a call inside of a separate audio channel in a single file.

Redials: When a caller who has previously called connects with an agent using the same phone number.

Referrers: Every time you click on a link, the information about the website you were on is passed to the new website letting them know who is sending them traffic. This is the referring information of the click.

Registered Agent: A responsible party registered with a government office responsible for receiving communication about a corporate entity.

Registration Path: The path a user follows through a conversion funnel to capture their registration data.

Reporting: The section of cloud-based marketing software where users took the user and review statistics and actions. That is by far the most important and powerful part of any cloud-based marketing platform when used correctly.

Reporting – Call Reporting: Analytics and tools for reviewing call traffic, call logs, caller details, and recordings.

RespOrg: The company responsible for registering and provisioning individual toll-free numbers.

Retargeting: Using a cookie or session data on an individual user to show them specific advertisements again in the future.

Retention: The ability to retain customers over some specified period.

Revenue: The gross amount of money earned from calls generated.

Revshare: When the revenue generated from a sale gets split between 2 parties based on the total dollar volume spent. For instance, if you received a 10% revenue share for whatever products you sold on a website when you sell 100 worth of goods, you receive a 10 commission.

Ringing: The period that a call is waiting to get answered.

Ringless Voicemail: A method of leaving pre-recorded audio messages in someone’s voicemail without their phone ringing.

Robocall: An automated call is done by a computer that plays back a pre-recorded message to the user.

Routing Plan: A collection of targets for managing calls flows and routing call traffic.

SEM – Search Engine Marketing: A type of paid marketing that uses search engine advertising platforms like Google, Bing, or Yahoo.

SEO – Search Engline Optimization: Designing and optimizing a website explicitly to show up in search engine results for specific keywords.

SEPA – Single Euro Payments Area: An initiative in the European Union for integrating payments and simplifying banks transfers in euro.

SIP Endpoint: The connection address used to route a call using VOIP, without connecting to the telephone network. Also known as a “SIP Address”.

SIP Header: The header of a packet sent using the SIP protocol. This header can contain information about the call, unlike a traditional call, that allows you to attribute it to specific data similar to a conventional online marketing tracking link.

SIP Trunk: A VoIP technology based on SIP that provides the ability to deliver telephone and communications services online.

SIP – Session Initiated Protocol: SIP is a VOIP Protocol used by most cloud-based phone service providers. Using SIP allows you to take a VOIP call and connect it directly without passing it through the offline telecom system, preserving better voice quality. Every time a call gets from a regular phone line to VOIP, it will typically be compressed and lose quality.

SMB – Small to Medium Business: Established businesses that are limited in scope and resources due to their size and requirements.

SMS – Short Message System: The technical term for a text message (txt message). These messages have specific length restrictions based on country and carrier.

SSL – Secure Socket Layer: The encryption layer that protects your information as it travels from your computer to the server that is sending you information. Typically used whenever a username or password is required, SSL encryption is becoming more common for every website.

SaaS – Software as a Service: A business model for software companies that charge customers on a recurring basis for access to their technology.

Schedule Adherence: A method of measuring how close an agent follows their schedule. Schedule Adherence is expressed by taking the total time a call center agent is available and dividing it by the time they are scheduled to work.

Search Feed: An XML feed of search results generated through a partnership. These feeds allow small businesses and companies to use major search engines to provide content or results to their websites, create their own search engines, or include search data and ads into their applications. Most search feeds also include advertisements that are relevant to the searches just like a typical experience on a search engine like Google.

Seat: A position or availability in a call center for an agent to take calls

Seat Fees: The cost associated with operating a single seat.

Segmentation: Splitting users into different groups representing some feature that links them together. An example would be a segment of users that enjoys watching horror movies or a group of people who say they are all under 40 years old.

Self-Reporting: When a party provides reporting information about calls and conversions without full transparency for all parties involved.

Service: The business practice of providing specialized work in exchange for payment.

Shares: When a user posts a link to their Facebook, Twitter, or other social media account to content, they are “sharing” it with their connections or friends.

Short Duration Calls: Calls that do not require a lengthy conversation before terminating.

Slack: A cloud-based tool for communicating and collaborating with teams.

Social (Social Media): Platforms like Facebook, Instagram, Twitter, Snapchat that enable users to create and share content or to participate in social networking.

Speech-to-Text: Assistive technology that uses computers to translate spoken language into text. Also known as “Transcription.”

Spread: Another term for margin.

Start-Up: A newly established business.

Street Payout – “Street”: The public or standard payout price for an affiliate network’s campaign. That is never the price you should accept. Ever.

Sub-Account: Employee or team member account that is controlled by your main account to allow permission-based access to different areas of RDX.

SubID: An identification variable that tracks specific information about a user. It is typically used with keywords, traffic sources, or some other kind of data to attribute the user’s actions to a specific source.

Subject: The summary of an email that the user sees first. This text is critical as it can affect the entire email campaign, driving high or low open rates.

Suppression List: A list of users that should not be contacted for a specific campaign. These users have unsubscribed from an ad, or are known to complain about receiving advertisements or phone calls.

Syndication: The process of converting an audio file of someone speaking to text.

TCL – Total Call Length: The total call length for a specific campaign is a total of the time spent on the phone for every call over a specific time.
For instance, if you had ten calls that were each 30 minutes, you would have a total call length of 5 hours. To calculate this we take 30 minutes ** ten calls for 300 minutes, divided by 60 for conversion to hours, is 5 hours of total call length.

TCPA Shield: RDX’s proprietary TCPA litigator scrubbing service built from the ground up to block calls from known TCPA litigators, professional plaintiffs, settlement seekers, and more.

TCPA – Telephone Consumer Protection Act: The TCPA is a law that was designed with the specific purpose of stopping unwanted phone calls from telemarketers to consumers. In recent years, settlement seekers and professional plaintiffs have used the TCPA to extract massive settlements from well-meaning and perfectly legitimate companies.

TFN Prefix: The three digit prefix after an area code for a North American phone number.

TFN – Telephone Number: A telephone number.

TFN – Toll-Free Number: Type of phone number where the receiving party pays for the telecom costs. Mostly irrelevant now in the United States and Canada with the advent of unlimited calling plans. However, we find Toll-Free Numbers have a much higher conversion rate as they are associated with trust.

Tag Routing: The ability to dynamically route calls using tags.

Tags: Data about the call that can be used for granular reporting and advanced routing.

Target: The receiving party of a call. Usually, this is a salesperson, call center, marketplace, or broker.

Target ID: An identification variable for targets in the RDX system.

Target Number: The phone number or SIP address of a target that will get used to route calls to them.

Target Priority: The priority of a target determines what order a call will have routed if multiple targets are open and have available concurrency.

Target Timeout: The amount of time that a target has to answer a call before it gets routed to another target.

Target Weight: A sub-setting of the target priority, weight allows you to add a target to a campaign and adjust its relative priority without re-organizing numerous other targets for campaigns with large target lists. Weight gets calculated after priority for those targets that have matching priority.

Targets: A destination or phone number that inbound calls can get routed to.

Tax Liability: The amount of money owed to the government for taxes during a specific taxable period.

Telco Cost: Usage fee for the call (includes minutes, recording, etc).

Telco Providers: A company that provides telecommunications products and services.

Termination Point: Call termination refers to connecting a call to an end user’s mobile or landline phone. The termination point refers to the phone number of the end user that the call is getting terminated to.

Text-to-Speech: Assistive technology that uses computers to read text aloud.

Third Party – “3rd Party”: A company or other entity that is a service provider or partner, but not wholly owned. For instance, we use a 3rd party CRM to track our sales data.

Time to Call: The time between when a user gets shown a phone number and when they call. Calculated by subtracting the time when the user was first shown the phone number from the time when they called.

Time to Connect: The time between when a call gets accepted into RDX, and the moment it has connected with a target.

Toll-Free Number Portability: The ability to re-assign a toll-free phone number to a different carrier.

Tracking Link: A link that records information about the user that redirects to an advertisement of some kind. This link allows marketers to track the number of clicks, the source of their clicks, and if combined with conversion tracking, the results of those clicks and the actions the users take.

Trade Show: An event for businesses and individuals involved in a particular industry to network.

Traffic Sources: A traffic source is a place where marketers can purchase advertising inventory of various types. Google Ads and Facebook are examples of large and popular traffic sources.

Transcription: The process of converting speech to text

Transparency: The practice of operating in a way that it is easy for others to see what actions get performed.

Trunk: Individual channels or circuits that can get grouped. The smallest denominator for a network facility.

Trunking: The process of grouping individual channels or circuits.

UX – User Experience: The overall user perspective when they experience a product, design, or online platform.

UX – User Experience: The overall user perspective when they experience a product, design, or online platform.

Upsell: An additional offer presented to a user during or after the checkout process to increase the average order value.

User Session: When a user comes to your website, this is considered a session.

VOIP Provider: A provider of VOIP services, including; infrastructure, billing, and customer care.

VOIP – Voice Over Internet Protocol: Phone and voice services that happen over the internet without requiring a user to use traditional ‘copper wire’ phone lines. Many international calls are routed over VOIP to reduce the transport cost of the call. Services like Google Voice and Skype use VOIP to connect to the telephone network and allow their users to make calls.

Vertical Integration: The process of cutting out all of the vendors, manufacturers and service providers in a value chain to control the entire process and reap the rewards of lower costs and higher margins every step of the way.

Viral Marketing: Marketing that gets by creating content that people share with their friends. Once this type of marketing hits critical mass, itself propels without requiring any further ad-spend.

Voice: A term used to describe a specific type of traffic over a network. For instance, someone may say: “we have 1,000 minutes per day of voice traffic.”

Voicemail: A computer-based system that allows users to exchange voice messages via telephone.

Voicemail Drops: A voicemail drop, also known as a Ringless Voicemail Drop (RVD) is a marketing campaign that takes a voice recording and delivers it directly to end users voicemail box without their phone ringing. They will get a notification on their mobile device that they’ve received a voicemail to listen to.

Vox: The formal definition is ‘vocals’ or ‘voice.’ Vox is traditionally paired with some other form of name to create a brand in the VOIP industry. For instance, Voxbone is one of the largest VOIP companies in Europe.

Warm Transfer: A type of transfer where an agent speaks to the person they transferring their call to before handing off the call.

Web Analytics: Tracking information about your users to learn who interacts with your campaigns to determine who your audience is.

Webhook: A method for interacting with APIs and making HTTP requests that are usually triggered by an event.

Website Bounce Rate: When users come to a website and immediately hit back, close the browser or leave without interacting with the site, it is considered a bounce. Depending on traffic source, the bounce rate of your landing pages and websites can be well into the double-digit percentages. To calculate the bounce rate, take the number of people that “bounced” and divide by the overall number of users for a specific period.
For instance, if we had 1,000 visitors on a website today, and 350 of them “bounced,” we take 350 / 1,000 which equals .35. To get the whole number percentage bounce rate, we multiple .35 ** 100 for 35% bounce rate.

Weekly Payments: Payments made weekly. Typically payments every week are constructed as ‘weekly net 7’ which means the funds due for that week will be paid seven days after the close of the billing period.

Weight: A scoring variable used by RDX to determine which target to send a call.

Welcome Message: The recording or text-to-speech message a caller hears when their call initially gets answered.

Whisper Message: A message played back to the receiving party of a call before it is connected to give them information about the call or caller.

Whitehat: Marketing and promotional methods that follow every brand guideline and are specially designed not to disrupt a users experience in any way.

Whitelabel: A business practice where a product or service is created by one company and then re-branded by another to make it look like their own.

Whois: A domain protocol that allows people to lookup the current registration information for a domain name.

Wholesale: The price of bulk goods directly from a manufacturer, broker or importer.

Wire Transfer: An encrypted telegraphic transfer of funds using the global banking system. The safest and fastest form of transferring funds the banking system offers and cannot be reversed once processed unless there are extreme circumstances.

Wireless Provider: A provider of wireless telecom services, including; infrastructure, billing, customer care, provisioning computer systems, and repair.

Workforce Management: The process of maximizing the performance, productivity, and competency for an organization, including; staffing, scheduling, training, forecasting, and monitoring.

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