ThruTalk Glossary

Account - An organization or political campaign that holds a contract with GetThru. Each service is contained within your account. Your account can have multiple services, and you can request to add a new service to a current account.

Account Locked - A status applied to usernames by the dialer system when a user's password has been entered incorrectly nine times. Please reach out to support if this occurs for a user.

Active Callers - Number of current callers who are ready, on a call, or in wrap-up time.

Admin - A person with the 2nd highest permissions in ThruTalk. An admin has full access and can perform the same actions as owners. However, only owners can request for admins to become owners.

Admin Console - The backend of the dialer. This is how admins see analytics for the service.

Attempts - Any attempt to call a phone number regardless of the outcome for that number; includes disconnected and invalid numbers.

Attempted - Total number of calls attempted or completed in one day.

Ban - Block a user from access to the dialer by blocking an email or phone number from claiming a login.

Caller - A person making calls in ThruTalk; a volunteer or staffer. 

Call Result/Term Code - The overall result of your call (contact, no contact, remove from list). Must be entered to move on to the next call. Different than script questions.

Call Transfer/PatchThru - An add-on feature you can request to allow calls to a list to be routed to a third party for purposes such as contacting a political leader. This is set up when you request a Patch-Thru

Calling Agent - Another term for a Caller. LiveVox calls callers Agents and some ThruTalk support uses calling agents as well. 

Contact - The person who is being called. An alternate term is target.

Contacts - Dials that were picked up by a live person; includes wrong numbers but not answering machines or other robot pickups, such fax, voicemail, busy signal.  

Contact Widget - A tool available within scripts that allows immediate contact by email or by text message to provide further information, links, and content to targets/voters.

Custom Fields - Additional fields that are created and managed by the administrators of an organization's account. Custom fields have two main uses in ThruTalk: To map additional data in a list or add additional information to the script.

Dashboard - A live data visualization page that displays real-time information on the calling program. There is an overview dashboard + more detailed ones for lists and for callers.

Dials - Attempted calls that were actually placed to a phone number; does NOT include disconnected or invalid numbers.

Dialer Open/Close time - The hours during which outgoing calls may be sent in the time zone selected for the service.

Drops - Calls where a live person answers, but no caller is available to receive the call. Drops happen when the CIP is too high for the number of callers because callers have recently logged out, switched to not ready, or are otherwise unavailable.

IDs - Contacts who successfully complete your script and had a response recorded to your main question in the dialer (usually a Support ID question).

List - A single list of phone numbers to call.  Lists get split into cells and landlines when they are loaded into a service.

List Calling Strategy - There are two basic list calling strategies in the dialer depending on your list size and your current priorities. The two options are single or multiple attempt. You select your list strategy when you upload a new list into a service.

Loaded -  The total number of landlines or cell phones loaded on a services list.

Login ID or LiveVox Login - These are the names that are used for usernames in the Livevox sign-in window and in the login page.

Login Page - The login page is listed on the admin service page that callers use to log in.

Logo - A graphic specific to a client organization that can be applied to your distinct caller login access.

Mapping - How you match the fields of the data file you are uploading into a ThruTalk service. All files must be mapped to the 3 standard fields: Phone number, first name, and last name. Custom field mapping is optional.

Multiple Attempt - Requeue strategy that reloads any number that was not contacted the previous day.  Calls with no call result (i.e. voice mail or no pickup) and calls with a "NEXT CALL - No Contact" call result will get reloaded to be attempted again in the future.

Network - A meta-grouping of organization accounts for billing, referral, or management purposes

Nightly Reports - Nightly delivery of full results by .CSV file, or verification of syncing activity by the number of results synced. Reports are available for review in Talk Reports.

Operating Hours - The current default hours available to make calls within services.

Outbound Dials - The number of phone numbers currently being attempted at any moment (also called CIP or Calls in Progress).

Outbound Possible - The current setting for how many calls are possible to be dialed per Caller in ready status.

Owners - A person with the highest permissions in ThruTalk. They have full access and can perform the same actions as admins. However, only owners can request admins become owners.

PIN - A personal identification number assigned by the dialer, used when calling into the system to confirm the user's phone connection.

Playing - Total number of landlines or cell phones left to call.

Reference - This is the number you will receive via a confirmation email after you have successfully uploaded a list.

Reporting - The data and method of delivering that data to the client organization; maybe either through emailed .CSV files or delivered via API syncing.

Requeue -  This is the number of times a service's list is reloaded for additional attempts.

Regular Allowable Calling Window - 10AM - 9PM local based on the timezone chosen at list upload. Calling is not permitted outside of these times regardless of current operating hours. ThruTalk is not open for these hours in every timezone. See Operating Hours for current ThruTalk open times broken down by timezone. 

Script - The text callers use during live calls when talking to contacts. Clients use the Script Manager to create scripts.

Script Preview - Access to the currently active script on a calling service. It is separate from live calls in the dialer, and can be used for review and practice purposes.

Script Results - The individual answers to all your script questions including the detailed canvass result about why you did not speak to the caller (not home, wrong number, and so on...). Recorded by going through the script live on a call.

Script Review - You can request that our team review to review the script you have created.

Script Submission - A data point collected directly from an active script during a live call, such as a voter identification or a commitment to volunteer.

Service - A defined calling campaign. Each service can have its own unique settings and users. Services can contain multiple lists to be called in sequential order or at the same time round-robin style.

Single Attempt - Requeue strategy that reloads any number that was not ATTEMPTED the previous day.

Status - Individual indicator for each logged-in agent whether that person is not ready, in call, ready, or in wrap-up.

  • STATUS: In call - Caller is currently connected to a live pickup.
  • STATUS: Wrap-up - Caller has ended a call but has not recorded the results yet (you can contact support to change the default wrap-up time).
  • STATUS: Ready  - Caller is available and waiting to be connected to a live person.
  • STATUS: Not ready - Caller is connected but is not available to receive calls.
  • STATUS: Active - Reporting status that includes callers who are actively taking action in the dialer - either in call, in wrap-up, or in ready.  Does not include "not ready" status.

Strike List - A list of numbers that should not be called on a given day; applies to single day only; useful for blocking numbers from calls after a list has been uploaded, commonly used during GOTV to block those who have already voted.

Survey Questions - The data that the clients want their callers to collect. 

Target - The person who is being called. An alternate term is contact.

Template - An example of a commonly used script segment available to copy and apply to any script.

Term Code - The overall result of your call (contact, no contact, remove from list). Must be entered to move on to the next call. These are different than script questions.

The Beep - Auditory signal from the dialer to a calling agent that their next call has connected; based on voice recognition, the beep indicates that the person has already said hello. The amount of time between active calls; count starts when the caller becomes ready for their next call and ends when they are connected to their next call.

Throttle - Number of calls attempted when a caller becomes available to talk; the dialer features separate throttles for landlines and cell phones; example: 6 callers at throttles of 2 for landlines and 2 for cell phones yields a maximum 24 outbound dials (6 x (2+2)).

Username - The Login ID that callers use to log into the dialer. Passwords reset daily.

Validation - Process to verify whether a phone number is a landline or cell phone.

Wait Time - The amount of time between active calls; count starts when caller becomes ready for their next call and ends when they are connected to their next call.