A list of common terms used in COS.
Abandons - Abandoned calls (no agent available, or person answers after the 4th or 5th ring) are common, and managed carefully. We must maintain less than 3% of our total calls as abandons, per the TCPA.
Advo/ID - Advocacy or Identification, surveys where participants respond to questions regarding a specific topic, such as a candidate or a policy
Caller ID - Often referred to as the CID; the number that appears on the call to the callee, usually with the area code of the designated area.
Callables - phone numbers with a status code of A, B, N or no status code
Capture - a project where the answers of the people are captured and reported in COS
CNAM (Caller Name or Caller ID) - “CNAM," which is short for “Caller Name," refers to the name of the person or business placing a phone call. CNAM data allows phones to display the caller’s name, in addition to the caller’s phone number. This is sometimes also referred to as “Caller ID Name,” or “caller name.” Telephone companies, known in the telecommunications industry as “carriers," often populate one of several authoritative databases with subscriber data. These databases are known as “CNAM repositories.” Each carrier stores their subscriber’s name values with one of the CNAM repositories. There are many services that offer name data for phone numbers, but “CNAM” specifically refers to data retrieved from these official carrier-supplied sources. The values are string of text, no longer than 15 characters, which is ideal for displaying on all telephone devices that support Caller ID Name
Completes – The number of calls that went through the script with at least one question answered.
COS - Campaign Operating System, project management platform used for the implementation and reporting of all projects
Dashboard - The main page of the purchase order, with a brief summary of project and reports
Databack - A detailed spreadsheet displaying the exact responses of all callees on the list
Day Goal - The goal specifically for a given day. For example, if you have a 3-day project and need to reach 3000 people, the day goal would be 1000.
Fact Sheet - a sheet sent to call centers with additional information that might be necessary for specific programs
Freeform Response - a response sent to customers who reply to messages who cannot be responded to with a prewritten response
Full Pass - calls made to every number on the list
GOTV - Get Out the Vote, a project where the main goal is to inform voters about upcoming elections
Initial Message - the scripted messages that are sent to list members
Logs - detailed accounts of everything that's been done on a specific project
Misc. Fields - The area of data where miscellaneous information is placed. Misc. fields may hold representative names, representative phones, text data or other information. The maximum character limit on misc. fields is 255.
No Capture - a project where the only information reported are status codes
Pass - Making calls to the numbers on the calling list
Pass On Callables - Dialing through the numbers with callable status codes after a full pass
Patch - When a callee successfully is transferred to another phone line by the agent to deliver a message, usually to an elected official.
Patch Through - A project where participants are encouraged to reach out to their elected officials to take a stance on a specific issue or policy
Peer-to-Peer - Also person-to-person; a text message is sent directly from one person to another person
Preset Response - prewritten responses sent out depending on the inbound customer reply
Project Overview Dashboard - The main page of COS where you can view all types of projects. All, New, Data Ready, Active, Hold, Ended, Cancelled and Completes projects can all be viewed on project overview dashboard by selecting the drop down at the top center of project master. 10 or more projects can be viewed at a time by selecting the dropdown as well. A powerful search engine allows quick and easy searching by any word, project number or name combination. Project overview dashboard will recall your searches while logged in. You can also sort each column of project overview dashboard by clicking the sort tab next to each column name.
Project Number - Also called Job Number; the identifier for each PO
Project Template - The formatting for the project based upon the project type and the project goals. Examples include Voter ID, Patch Through and GOTV.
Reply - inbound message received from customers following initial message
Report - a collection of graphs, charts and visuals displaying the results of the calling project
Response - outbound message sent in response to inbound replies Robocall - a prerecorded message sent out in a call to a calling list of landlines only
Saturation - the percentage of the list that has been dialed Schedule - a detailed list of all projects running on a particular day
Scrub - the data is analyzed to determine which phone numbers are landlines and which numbers are cell phones
Skip Logic - the order in which the agents move through the script
SMS/Text Segment - a text message or portion of a text message that is 160 characters or less. The exception to this is when an emoji is used. When an emoji is used, that segment can only be 70 characters or less including the emoji.
Stop Number - the maximum number of completes that should be made on a project
Target - the person or office in a patch project that participants are connected to
Texting Attendant - the person sending and responding to the person-to-person messages
Ticket - Formerly known as a Change Order, any changes that need to be made to the project
Universe - All names and numbers uploaded into a specific project.
WI - wireless phone or cell phone