This glossary outlines the key terms used in call tracking and WildJar
Abandoned call
An call is abandoned is when the caller has hung up before the call is answered, whether by a person or the answer point phone system, and before the missed call timeout. An abandoned call is grouped as a missed call type in email call notifications and some reports.
Account
An account is a container for storing tracking numbers, call data and users and can contain multiple levels of child accounts depending on your needs. An account can be associated with a biller code. This is sometimes referred to as a company.
ACL
Stands for access-control list. The ACL represents a list of accounts that a WildJar user has been given manual access to outside the account hierarchy (ie. 3 accounts at the same level).
Action
An action is a call-flow element and allows a caller to be routed in a particular way.
Advanced call-flow
Advanced call-flow is a tool in the WildJar portal that allows you to create complex routing configurations quickly and easily using a drag-and-drop interface.
AI Super Summaries
AI Super Summaries is a power up which instantly summarise your call recordings into simple, actionable points, highlighting important aspects of the conversation without having to listen to the whole recording.
A-leg
The a-leg of a call is the portion of the call between the caller and WildJar's tracking number. Together with the b-leg, they make up an end-to-end WildJar call.
Answer point
The number where the phone will ring when customers dial your tracking number. This is usually your business' main number. Sometimes called destination number or target.
Answered call
A call is considered answered when it is picked up by either a person or a phone system.
API
The WildJar API allows you to programmatically access call details, configure services and features, manage accounts and send SMS.
Biller code
A biller code represents an end-client or billing entity in WildJar and is an identifier for the billing and invoicing information associated with a sub-billing client. This includes an end-client's business details, rates and usage.
B-leg
The b-leg of a call is the portion of the call between WildJar and the destination number. Together with the a-leg, they make up an end-to-end WildJar call.
Busy call
A call is busy when we receive a busy signal from the answer point or the answer point's network.
Call-flow
The call-flow is how an inbound call is routed when it is called.
Call intelligence
Call intelligence is a suite of features powered by call transcription. This includes detection of emotion and sentiment, call summaries, and keyword spotting.
Call recording
A call-flow feature which automatically records phone calls to your WildJar tracking numbers. The call recording is available in the call log after the call has ended.
Call recording preamble
The call recording preamble is a message which is played before a recorded call connects. This is required by law.
Call transcription
A power up which automatically transcribes phone calls to your WildJar numbers into text. The call transcription is available in the call log after the call has ended. Call recording must be enabled for calls to be transcribed.
Call whisper
A message that will be played to the destination handset immediately when answering a call. Useful for giving the person answering a heads-up where the call is coming from.
Destination number
The number where the phone will ring when customers dial your tracking number. This is usually your business' main number. Sometimes called answer point or target.
DID
Stands for Direct Inward Dial. Used to refer to a WildJar tracking number (ie. 61255501234).
Dynamic Number Insertion (DNI)
Dynamic Number Insertion, often abbreviated to DNI, is used to swap a phone number on a website with a WildJar tracking number using WildJar's JavaScript snippet.
External Reporting Connector
The external reporting connector allows you to create external URLs to access data for internal purposes or integrate detailed data with 3rd party platforms. Data can be made available in CSV or JSON data format.
FBCLID
The FBCLID, or Facebook Click ID, is a URL parameter added to Facebook paid and shared clicks.
GCLID
The GCLID, or Google Click ID, is a URL parameter added to paid Google clicks (ie. Google Ads) and identifies the click and allows attribution back to the campaign, ad group and/or keyword that generated the call.
Hard-coded
When a number has manually been typed into the source code of a website or a listing, it has been hard-coded. A hard-coded number is not normally associated with web attribution.
IVR
Stands for Interactive Voice Response. IVR is an advanced call-flow action where calls are directed to a menu, directing the caller to enter a digit which will direct them through to the desired department or location.
JavaScript Snippet
A unique piece of JavaScript which is installed on a website and used to capture and attribute web sessions to phone calls. Also called the tracking code.
Lead scorer
Lead scorer is part of the Smart Tag power up and allows calls to be automatically tagged based on predefined digits entered by either the caller or target.
Location-based routing
Location based routing allows calls to be routed based on their location either automatically or by prompting the caller to enter their postcode. Location-based routing is currently only available in Australia.
Main billing client
If you are a client of WildJar and billed by WildJar directly, your top level/root account is also the main billing client. This account can either be standalone or can contain multiple levels of accounts below it. This is sometimes also referred to as a master account.
Missed Call
A call is missed when the call has not been answered by a person or the answer point phone system before the missed call timeout.
Monthly Summary
The Monthly Summary report allows you to view a breakdown of costs by account for the last five calendar months. It is useful for on-billing costs to your clients, applying markups as well as understanding your own spend.
MSCLKID
The MSCLKID, or Microsoft Click ID, is a URL parameter added to paid Bing clicks (ie. Microsoft Ads) and identifies the click and allows attribution back to the campaign, ad group and/or keyword that generated the call.
New caller
A caller is defined as a new caller if they have not contacted any number within the same account for 6 months prior to the call.
Online channels
In WildJar, we refer to an online channel or online source when a phone number is swapped on a website using Dynamic Number Insertion and WildJar's tracking code is installed.
Offline Channels
In WildJar, we refer to offline channels or offline sources when a phone number is hard-coded and WildJar's tracking code is not installed. Common offline channels are Google Ads Call Extensions, Google Business Profile/Google My Business listings, traditional media such as radio, newspapers and leaflets. We recommend using one number per offline channel to ensure accurate attribution.
PABX/PBX
A phone system which manages a business' internal telephone network.
Parent account
A parent account is an account which has one or more sub-accounts beneath it in the account hierarchy.
Porting
Porting is the process of moving phone numbers between carriers.
Port-in
Porting in means you are moving a number from your current carrier to be hosted on WildJar's network.
Port-out
If you are porting out from WildJar, you are porting a number hosted on WildJar's network to another provider - porting out a number carriers an administrative charge per number. This is often called porting away.
Postcode routing
Part of WildJar's location based routing action. This allows callers to be routed based on their postcode either automatically or prompted to enter their postcode.
Power Ups
Power Ups are a series of features and automations to help improve you get the most of WildJar call data and improve your customer experience.
Pull
A pull is a method of integration where WildJar data is accessed via the API from another platform.
Push
A push is a method of integration where WildJar sends data to another platform. Usually this is achieved through an outbound webhook or native integration.
Sales Attribution
Our Sales Attribution power up allows you to upload sales data to be matched to and attributed to WildJar calls. This allows you to easily understand and report on which marketing channels are driving your most valuable calls and, ultimately, revenue.
SIP
SIP, or Session Initiation Protocol, is a signalling method for initiating, maintaining and terminating phone calls. Sometimes it is used as shorthand for SIP Trunking, which is a way of making digital phone calls over an internet connection.
Smart Tag
Smart Tag allows you to automatically tag and score your calls based on the attributes of the call, your caller's behaviour, and digits entered on the keypad using lead scorer. Once a call is tagged, that tag can be used as a filter when integrating into 3rd party platforms.
SMS Follow Up
SMS Follow Up is a power up which automates SMS to callers, helping you re-engage with customers automatically and save lost opportunities
Sub-account
A sub-account is any account that is a child of another account in the account hierarchy. It can be a normal account, a main billing client, or sub-billing client. Sometimes called a child account.
Sub-billing client
A sub-billing client is the top level/root account for an end-client if you are white-label billing with our Xero integration. This account can either be standalone or can contain multiple levels of accounts below it.
Target
The number where the phone will ring when customers dial your tracking number. This is usually your business' main number. Sometimes called destination number or answer point.
Time routing
Time routing, sometimes called time switch or time-based routing, is an advanced call-flow option which allows you to direct calls to another call-flow action by time of day and day of the week.
Tracking code
A unique piece of JavaScript which is installed on a website and used to capture and attribute web sessions to phone calls. Also called the JavaScript Snippet.
Tracking name
The tracking name is a unique name to identify a specific tracking number. This cannot be grouped.
Tracking source
The tracking source is a name which can be used to identify and group multiple tracking numbers in WildJar reports. For example, it can be used to show calls to a number pool as a single source in reports.
Transfer
A transfer is a call-flow action which transfers the inbound caller to a WildJar number to a destination number.
Voicemail (VM)
Voicemail is a call-flow action which allows the caller to leave a voicemail and configure missed call alerts to be sent to relevant parties by email and/or SMS.
Web attribution
The online information attributed to a phone call by WildJar's tracking code. For example, the source, medium, campaign, keyword, GCLID, FBCLID, MSCLKID.
Web phone
A cloud-based dialler that allows outbound calls to be made from within the WildJar portal.
Webhook
Allows you to send WildJar call and SMS data to an external platform or API in real time each time an event occurs. For example, WildJar can push calls at call start, call completion and after call transcript has been processed and SMS upon sending or receiving a message.
White-label
Allows you to white-label the WildJar portal, portal URL and email notifications with your own branding.