• Call: A voice recording between a rep and a customer. Calls are transcribed and analyzed.
• Coach: A user who can create forms and comment on calls.
• Coached:
  • Call: At least one comment made by a coach.
    
  • Coach: When the coach has left at least one comment on a call or at least one completed a form. 
  • Rep: At least one call has a comment or at least one completed form.
• Comment: Feedback or notes left on a call statement.
• Form: A collection of calls, call segments, and comments. Completed forms are counted for the purpose of reporting.
• Rep: A user whose calls are being transcribed and analyzed.
• Reply: Response to a comment.
• Reply request: The coach requested that the rep reply to the comment.
• Statement: Part of the call transcription. Represented by a speech bubble that shows the speaker, the rep or the customer.
• Viewed/Seen by Rep: The rep logged in and visited the call URL.