Resources / Glossary
This glossary defines the contact center and AI agent terms used across the Palera site. Each definition stands on its own and links to the Palera page that covers the topic in depth.
Each of the fifteen terms below is defined in one sentence, followed by one sentence of context and a link to the Palera page that covers it.
A conversation record is the single, continuous history of every interaction with one customer, across every channel and every agent, AI or human.
In Palera, the conversation record is the system of record that every channel writes to, so the next agent never starts over.
AI agent management is the practice of deploying, scoring, coaching and governing AI agents the way a contact center manages its human agents.
Palera manages AI agents from any vendor alongside live agents and ranks every agent on one QA form.
Per-conversation pricing charges for each customer conversation handled rather than for each agent seat.
Palera counts one conversation as one customer on one subject inside a rolling 72-hour window across every channel, with full CCaaS included in the price.
CCaaS, short for contact center as a service, is cloud software that runs a contact center's voice, messaging, routing and reporting.
Palera is a full CCaaS platform and can also run as a layer on top of another vendor's CCaaS.
An MCP server is a service that gives AI agents access to data or tools through the Model Context Protocol.
The Palera MCP server lets an authorized AI agent read the Palera conversation record in place, scoped per client and audited on every request.
The Model Context Protocol, or MCP, is an open standard that AI agents use to connect to external data sources and tools.
Because MCP is a standard, connecting an AI agent that already speaks MCP to Palera is configuration rather than custom integration work.
Conversation grading is the scoring of each completed conversation against a rubric, such as speed to resolution, compliance or empathy.
In Palera, an AI agent proposes each score, and a manager reviews and can override it before the result trains the model.
A disposition is the label applied to a conversation to record how it ended, such as appointment set or callback requested.
Palera lets each campaign define its own dispositions and report on them in custom dashboards.
An outcome is a group of dispositions that all mean the same business result, such as every disposition that counts as a lead generated.
Palera dashboards can report one outcome across many campaigns as a single number.
Contact rate is the share of attempted contacts in which a team actually reaches the person.
Palera raises contact rate mainly through telephony: number reputation, automatic number swaps, branded caller identity and multi-channel cadences.
Abandon rate is the share of answered outbound calls that end before an agent is connected, usually because no agent is free.
Palera's predictive dialer lets each campaign set an abandon-rate ceiling and paces dialing to stay under it.
A right-party contact is a conversation with the specific person an account or inquiry belongs to, rather than a relative, a coworker or a voicemail.
In collections, liquidation follows right-party contacts, so Palera confirms the right party before any account detail appears.
Branded caller identity shows a verified business name, and often a reason for calling, on the recipient's phone instead of an unknown number.
Palera adds branded caller identity to outbound calls because people answer names they recognize.
A blended floor is a contact center team that handles inbound and outbound conversations, often across several channels, in the same workspace.
Palera runs predictive, preview and manual dialing beside inbound calls and messaging, in one workspace on one record.
A BPO, or business process outsourcer, is a company that runs contact center work such as sales, service or collections on behalf of other businesses.
Palera was built by people who ran an outsourcer, and Palera treats each BPO client as a first-class object with its own campaigns, numbers and reporting.
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