Glossary

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Presented here are some terms and phrases that have been used within the Sentiment application and documentation. These terms are also repeated throughout the documentation as required as a general aide to the understanding of the concepts and descriptions provided within the documentation.

Term (word or phrase)	Explanation
Application	Computer software designed, written and provided by Sentiment to perform a group of coordinated functions, tasks or activities for the benefit of the user.
Automations	Set of actions that will be done to an inbound message if it meets ALL of the triggering criteria.
Business Hours	Hours during the day in which business is commonly conducted. Note that there is one set of business hours for the company profile, which may affect businesses who work over a number of time-zones.
Bulk Action	Activities that are done on a selected number of messages with in Inbox.
Channel	Collection of a number of similar Social Accounts.  For example: Several Social Accounts that provide information from Facebook are said to come from the Facebook Channel.
Completed	Any message where some interaction was done with the author.
Conversation	Multiple related messages from a single author.
Inbox	Section of the Application where customer messages are displayed and may be replied to.  It pulls in messages for all the active Channels, displaying them in a single location.
Initial Reply	The first reply to a message.  This may be the only reply to the message or the first of a number of replies.
Message	A single record of information provided by a Social Accounts together with the Message Type. A text based element of data sent from a customer or prospect via social media or a chat/messenger application (See Social Accounts).
Message Type	Messages gathered from Social Accounts are provided to the Application together with the type of message being provided. These vary for each Social Account. Some examples of a type are 'User timeline' and 'Home timeline'.
Metrics	Section of the Application where interrogation of the information gathered by the Application, and activities undertaken by the users are collated and displayed in a variety of forms.
No Action	Any message that required no interaction with the author.
Post	Correspondence that is sent out out from the Application through one or more Social Accounts.
Publishing	Section of the Application where posts can be created and broadcast via multiple Social Accounts, either immediately, or at a later scheduled date and time.
Reply	A Post that is sent from the Application in response to a message.
Role	Used to provide succinct access to correct areas of the application. These are then allocated to the users, providing fast navigation to the areas of the application that are applicable to their needs, whilst also allowing for the ability to inhibit access to critical and/or sensitive areas.
Sentiment	Sentiment is a globally operating company founded in 2007, which owns and maintains the Sentiment Application suite. It has a number of strategic partners who buy and provide primary support across multiple regions of the world. Sentiment is the product name of the social platform that helps brands and contact centres communicate with customers on social media, enabling them to provide the best social customer service experience. Sentiment focuses on driving value on behalf of clients, increasing operational efficiencies while minimising the cost of engaging through social. The Sentiment of a message is the general attitude of the text contained in the message. It is calculated by text mining the text to try and infer whether the text is positive or negative. Like all AI based systems it is around 80% accurate, however over time any variations even out to provide a good statistical picture.
SLA	A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLA's are output-based in that their purpose is specifically to define what the customer will receive.
Social Accounts	These are a number of social media channels ( Facebook, Twitter, etc. ) and Chat applications (  Wechat ) that are monitored, with data captured for interaction and/or analytical interrogation within the application.
Tag	Tags may be used within the application to mark captured informational record from monitored channels so they can be filtered and grouped together for collective analysis and/or engagement.  Multiple tags may be given to a single record as required, allowing for a single piece of information to be interrogated from multiple viewpoints. Tags can be added into the application in either a flat or nested structure, allowing the filtering to be as simple or as complex as requirements dictate.
Tag Folders	These are optionally used to provide a grouping facility of similar tags
Type	See Message Type.
Users	These are the individuals that make use of the application as part of their work function.  This function can be anything from full interaction with social users via the application inbox, to casual statistical review via the application metrics, or somewhere in-between. These specific needs are met by the setting up of roles, which are allocated to each user.
Workspaces	Workspaces are a grouping of various data elements that make up a set of resources. Using these resources, data from selected social accounts are captured and stored, ready for interaction and/or interrogation by a number of provided tools and visual components.