Glossary
Key terms used across klink.cloud. Use this page when you are new to the product or to contact-center language.
Workspace
Your company's account in klink.cloud. You sign in to a workspace. If you belong to more than one, you choose which one to launch.
Inbox
Where your team handles customer conversations from every channel (WhatsApp, Messenger, email, live chat, phone, and more) in one place. Open Inbox from the left menu. See Inbox, Custom Views, and an agent day.
Conversation / case / room
A conversation (also called a case or room) is one complete customer interaction, from the first message to when you close it, no matter how many messages or which channel. Every case gets a Case ID.
Example: a customer messages you on WhatsApp, you chat 12 times, then close it. That is one case (Case ID 3855).
CX Log
When you close a case it is recorded in the CX Log, a history of every case with its channel, assignee, disposition, tags, timings, sentiment, and CSAT. Managers and agents use it to review cases, edit case fields, export, and run workflows in bulk. Open CX Log from the left menu.
Queue
A waiting line that routes work to the right team.
A conversation queue (Settings, then Queues) routes chat and email cases to agents.
A phone queue is a ring group on your phone system, shown in call reports.
Example: 5 customers call at once and wait in the "Support Queue" until agents free up.
Direction
Inbound: the customer contacted you first.
Outbound: your agent contacted the customer first.
Disposition (wrap-up)
The outcome you tag a case with when you close it (for example "Resolved" or "Refund requested"). It is part of the wrap-up form agents fill in at the end of a case. Admins configure the wrap-up form under Settings, then Case Log. See Dispositions and wrap-up.
Wrap-up form
The form that opens when you close a conversation (or after a phone call hangup). Agents choose a Disposition and fill in required fields. The closed case is then recorded in the CX Log.
Hold
A case you have paused (waiting on the customer or another team). It leaves your active list but stays findable under a Hold label.
Custom View
A shortcut in the Inbox that remembers a set of filters, so you can jump back to a working queue in one click.
Snippet (canned reply)
A reusable reply inserted by typing a shortcut (for example !greeting) in the Inbox reply box. Admins create snippets under Settings, then Snippets. See Snippets.
SLA
A target for how fast your team responds, for example "reply within 5 minutes" or "resolve within 24 business hours". Each case shows Meet (green) or missed (red). See Business hours and SLA.
Business hours
Your working hours and holidays. Used to measure SLAs correctly and as a workflow condition (Inside / Outside of business hour). Configure under Settings, then Business Hour. See Business hours and SLA.
Resolved conversation
A closed case. Your plan includes a number of resolved conversations per month; this is how billing usage is metered.
CSAT and Sentiment
CSAT is a satisfaction rating (for example Very Satisfied to Very Unsatisfied).
Sentiment is how positive or negative the conversation felt (Positive / Neutral / Negative).
Both can be set automatically by AI in a workflow.
Member and role
A member is a person in your workspace. Each member has one or more roles. Roles toggle what someone can do across Analytics, Contacts, Tickets, Inbox, CX Logs, Reports, and Settings. See Members, roles, and permissions.
CDR (Call Detail Record)
A detailed record of one phone call leg, one row per call segment. It stores time, who called whom, ring time, talk time, whether it was answered, the queue and trunk used, and a link to the recording. Think of it as an itemized call log.
How call logs are stored (CDR fields)
Each call creates one or more CDR rows (a call ringing several agents creates several rows):
Time
When the call started
Call From / Call To
Who called and who they reached (a number, an agent, or a queue)
Call Duration
Total length, start to finish
Talk Duration
Time the two parties actually talked
Ring Duration
How long the agent's phone rang before answering
Queue Ring Duration
How long the caller waited in the queue
Status
ANSWERED, NO ANSWER, BUSY, or FAILED
In/Out
Inbound or Outbound
Src / Dst Trunk
The phone lines that carried the call
Queue
The phone queue the call went through
Queue Status
For inbound: Answered or No Answered
CDR Tags
Labels agents add to a call
Recording
Play the recording (if enabled and you have permission)
Abandoned call
An abandoned call is an inbound call that entered a queue but was never answered by an agent (caller hung up while waiting, or no one picked up).
Abandon Rate = (abandoned calls / total queue calls) × 100.
Example: 210 callers reached a queue, 98 were answered, 112 were not, so Abandon Rate = 112 / 210 = 53%.