TL;DR
- The glossary gathers the field's terms on one page, in four groups: fundamentals, floor metrics, AI terms and dialing terms.
- Every definition is a sentence or two, plain language, no jargon.
- One term matters especially: sales intelligence (בינה מכירתית), the term Saleso coined for the full loop of producing, guiding and learning from calls.
- Bookmark the page: it updates as new terms enter the field.
When you start building a data-driven floor, terms fall on you from every direction: vendors with acronyms, articles with buzzwords, dashboards with unexplained metrics. This page brings order: every term, a short explanation, in plain language.
Fundamentals
Sales intelligence (בינה מכירתית)
An AI layer over the whole sales process: smart conversation production, live in-call guidance and learning from every finished call. The term was coined by Saleso and describes the full loop, not just the analysis.
Conversation intelligence
Technology that transcribes and analyzes calls with AI: stage and objection detection, scores, alerts and summaries. The analytical component of sales intelligence.
Transcription
Converting a call recording to text. The base everything rests on; below 90% accuracy, the analysis above it is unreliable.
Diarization
Identifying who said each sentence: rep or customer. Critical, because the same sentence means something entirely different depending on the speaker.
WER (word error rate)
The standard transcription accuracy metric: the share of wrong, missing or invented words relative to what was said. Only meaningful when measured on your own real calls.
Semantic analysis
Analysis that understands meaning rather than words: it recognizes a price presentation phrased five different ways. The essential difference from old keyword systems.
Floor metrics
- Script adherence: the share of script milestones actually performed in a call. The fastest-improving metric once measured.
- Call score: your business criteria weighted into one number per call. Meaningful as a trend, not a single point.
- Talk-to-listen ratio: how much of the call the rep talks. During discovery, a good rep talks 40% or less.
- Objection handling rate: how many raised objections actually received an answer, not silence or a topic change.
- Speed to lead: time from lead creation to first call. A lead answered in minutes is worth several times one that waited a day.
- FCR (first-call resolution): the share of issues closed in one call. The service metric most tied to satisfaction and cost.
- QA coverage: the share of calls actually reviewed. Manual: 3%-5%. Automated: 100%.
AI terms
- LLM (large language model): the AI engine that understands text and formulates answers. The brain behind semantic analysis and live copilots.
- STT / TTS: speech-to-text and text-to-speech. The two ends of any voice system.
- Live AI copilot: a layer that listens to the call and shows the rep whispers, a checklist and data in real time. Silent toward the customer.
- Whisper: a suggestion the copilot shows the rep at a specific moment, like a worded answer to the objection just raised.
- Voice agent: a bot that runs the conversation with the customer itself. Works well on bounded tasks; in full selling it still loses to a human rep.
- Real time: processing during the call, at sub-second latency. The technical bar separating live whispers from after-the-fact analysis.
Dialing terms
- Power dialer: dials one lead at a time automatically. Saves typing, not waiting.
- Predictive dialer: dials based on statistical prediction of rep availability. Fast, but produces abandoned calls when no rep is free.
- Smart auto-dialer: dials for the rep and routes only answered calls, with prioritization and follow-ups. The base of Saleso Live (Call Cannon).
- Abandoned call: a customer who answered with no rep to connect. Burns leads and hurts the number's reputation.
- Lead prioritization: setting the dialing order by data: lead freshness, behavior and answer likelihood, instead of list order.
Missing a term?
The glossary updates. If you met a term that is not here, tell us on the demo call and we will add it, right after explaining it in person.
Frequently asked questions
What is the difference between sales intelligence and conversation intelligence?
Conversation intelligence is the analytical component: understanding calls that already happened. Sales intelligence is the full loop that also includes producing conversations (dialing and prioritization), live guidance, and returning the learning to the field.
Which metric should we start measuring first?
Script adherence. It is fully in the rep's control, improves fast once measured, and almost always drags conversion up with it.
What is the difference between a predictive and a smart auto-dialer?
Both dial many leads, but predictive gambles on rep availability so some customers answer into thin air (abandoned calls). A smart auto-dialer routes only answered calls to an actually free rep, and adds lead prioritization.