> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/getting-started/glossary.md).

# 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](/how-to-use/chat/inbox-custom-views-and-an-agent-day.md).

## 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](/settings/dispositions-and-wrap-up.md).

## 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.

{% hint style="warning" %}
Custom Views are saved in your current browser, so they do not sync across devices yet.
{% endhint %}

## 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](/how-to-use/chat/snippets.md).

## 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](/settings/business-hours-and-sla.md).

## 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](/settings/business-hours-and-sla.md).

## 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](/settings/members-roles-and-permissions.md).

## 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):

| Field               | Meaning                                                          |
| ------------------- | ---------------------------------------------------------------- |
| 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%.*

## Related pages

* [Members, roles, and permissions](/settings/members-roles-and-permissions.md)
* [Snippets](/how-to-use/chat/snippets.md)
* [Dispositions and wrap-up](/settings/dispositions-and-wrap-up.md)
* [Business hours and SLA](/settings/business-hours-and-sla.md)
* [Inbox, Custom Views, and an agent day](/how-to-use/chat/inbox-custom-views-and-an-agent-day.md)