| Action Based Rule | A QA parameter that verifies actions in external systems (CRM, ticketing). |
| Agent (Platform) | A modular AI component within Ema that performs a specific task (transcription, categorization, rule validation). |
| Agent (Contact Center) | A human customer service representative whose calls are evaluated by Agent QA. |
| AI Employee | A configured workflow on the Ema platform. Agent QA is an AI Employee template. Also called a "persona" internally. |
| Auto-Fail | When a critical parameter fails, the interaction automatically receives a score of 0. |
| Auto-Learning | Batch calibration that generates and refines parameter instructions from golden data. |
| Call Driver | The L3 (most specific) level of contact reason categorization. |
| Channel Map | A JSON mapping of audio channels to speakers (Agent/Customer) in stereo recordings. |
| Continuous Learning | Incremental improvement of evaluation accuracy through moderated feedback. |
| Contact Reason | Three-level categorization of why customers call: L1, L2, L3/Call Driver. |
| Critical Parameter | A parameter where failure automatically scores the interaction at 0. |
| CSAT | Customer Satisfaction -- predicted by AI analysis of the interaction. |
| Dead Air | Silence during a call where neither party is speaking. Measured in seconds. |
| Diarization | Separating audio into segments by speaker (Agent vs. Customer). |
| EmaFusion™ | Ema's multi-model AI architecture that selects the optimal LLM for each task. |
| Golden Dataset | Call recordings with verified human evaluations used for Auto-Learning calibration. |
| GWE (Generative Workflow Engine) | Ema's orchestration layer coordinating multiple agents in a workflow. |
| Insight | A pattern identified across multiple interactions. Types: Strength, Opportunity, Bug, Feedback, Competitor. |
| Interaction | A single customer service call processed by Agent QA. |
| Knowledge Base | Documents (policies, procedures, FAQs) that Ema references for Knowledge Verified rules. |
| Knowledge Verified Rule | A parameter that cross-references transcript content against knowledge base documents. |
| N/A (Not Applicable) | Evaluation result indicating the parameter does not apply to a particular call. Excluded from scoring. |
| Non-Resolution Reason | Categorization of why a customer's issue was not resolved (L1, L2). |
| Parameter | A single QA evaluation criterion with pass/fail criteria and a weight. Also called a "rule." |
| PII (Personally Identifiable Information) | Sensitive data detected and masked using Microsoft Presidio. |
| QA Score | Weighted overall score (0-100). Formula: (passed_weight_sum / applicable_weight_sum) x 100. Set to 0 on auto-fail. |
| QA Form | CSV file defining evaluation parameters, criteria, weights, and criticality. |
| Resource ID | External identifier for a call. Corresponds to resource_id in the API and UCID in golden data. |
| Scorecard | Summary view of all parameter evaluations for a single interaction. |
| Sentiment Analysis | AI analysis of customer emotional state: POSITIVE, NEGATIVE, or NEUTRAL. |
| Transcript Only Rule | A parameter evaluated based solely on conversation content. |
| UCID (Unique Call Identifier) | Unique identifier for each call recording. Matches resource_id in the API. |
| Verbatim | A direct transcript quote supporting an evaluation rationale. |
| Weight | Numerical value indicating a parameter's importance in scoring. Must be > 0. |
| Workflow Builder | Visual interface for creating and modifying AI Employee workflows. |