Glossary

Definitions of the terms used throughout the MiaRec documentation.

Conversations and their data

Term	Definition
Conversation	The unit of capture and analysis in MiaRec: a recorded interaction between your organization and another party — today, a recorded phone call.
Recording	The captured audio (or screen) file of a conversation. Used when the media file itself is meant; the interaction as a whole is a conversation.
Screen recording	A capture of the agent's desktop screen during a conversation, linked to that conversation.
Grouped conversation segments	Related recordings (from transfers, holds, and resumes) linked together and presented as parts of one conversation.
Transcript	The speaker-separated, timestamped text of a conversation, produced automatically by speech-to-text.
Summary	A short AI-written digest of a conversation: reason, key points, outcome, next steps.
Tag	A label users apply to conversations to categorize and filter them. Tags can be organized hierarchically.
Note	A free-text comment attached to a conversation. Notes support replies and can be anchored to a specific moment in the transcript.
Custom field	A data field your organization adds to conversations, filled manually, by an integration, or by an AI task.
Client	A directory record for a customer or account your organization talks to — a name plus phone numbers. Conversations are matched to clients by phone number.
Confidential	A flag restricting a conversation's visibility to users with confidential-conversation access.
Do not delete	A flag protecting a conversation from automatic retention cleanup.

AI analytics

Term	Definition
Conversation Analytics	The MiaRec product that automatically analyzes conversations: transcription, summaries, sentiment, topics, insights, and CX metrics.
Insight	A piece of information the AI extracts from a conversation, such as the call reason or a satisfaction score.
AI task	A configured instruction (prompt) that produces an insight and stores the result — as a summary, sentiment score, topic match, custom field value, or Auto QA evaluation.
Sentiment score	An AI-assessed score of a conversation's emotional tone, from -100 (most negative) to +100 (most positive), assessed separately for the conversation overall, the agent, and the customer.
Topic	A named subject your organization wants to detect in conversations. The AI identifies which topics each conversation discusses.
CX metrics	Customer-experience scores — such as CSAT, NPS, or NES — estimated per conversation by AI tasks your organization configures.
Entity recognition	Detection of specific information types in transcripts (names, dates, amounts, card numbers, and similar). Abbreviated NER.
Redaction	Removal of sensitive content from conversations: masked in the transcript and silenced in the audio, according to rules your administrator defines.

Quality Assurance

Term	Definition
Quality Assurance (QA)	The MiaRec product for evaluating conversations against your quality standards — Auto QA first, manual evaluation second.
Scorecard	The evaluation template: weighted sections and questions with a passing threshold. (Shown as evaluation form in some older parts of the product.)
Auto QA	AI-powered scoring of conversations against a scorecard, with a justification and evidence for every answer.
Manual evaluation	An evaluation completed by a person, question by question.
Evaluation	A scored assessment of a conversation, produced by Auto QA or by an evaluator.
Override	A reviewer's correction of an AI answer on an auto-scored evaluation. The original AI answer is preserved alongside the override.
Passing threshold	The minimum score, set on the scorecard, that an evaluation must reach to pass.

People and access

Term	Definition
Your organization	Your company's own environment in MiaRec — its users, conversations, and settings.
User	Any person with a MiaRec login.
Customer	An end customer of your organization — the other party in a conversation. Customers are not MiaRec users.
Agent	A user whose conversations are captured and analyzed.
Supervisor	A user who manages a team: reviews conversations, evaluations, and dashboards for their groups.
Administrator	A user who configures your organization: accounts, roles, AI settings, and data management.
Group	A set of users within your organization, usually a team; used for dashboards, access scoping, and license tracking.
Role	A named set of permissions assigned to a user.
Permission	An individual capability a role grants, such as playing audio or evaluating conversations.
Access scope	The data-visibility level of a role: Organization, Selected Groups, or User.

Platform and capture

Term	Definition
Ingestion (or capture)	How conversations enter MiaRec: real-time recording, telephony platform sync, bulk import, or manual upload.
Live monitoring	Listening to a user's active conversation in real time; requires a monitoring license.
Extension	A telephony endpoint identifier (extension or phone number) assigned to a user so their conversations are matched to them.
Retention	Automatic deletion policies applied to aged conversations. The do not delete flag exempts a conversation from retention.
License (or seat)	A per-user entitlement to a capability such as recording, conversation analytics, quality assurance, live monitoring, or screen recording.
Subscription	The set of MiaRec products and capacity your organization has purchased. See Subscriptions & Licensing.
Service provider	The party operating the MiaRec platform for your organization, when MiaRec is delivered as a service. Some platform settings are provider-managed.
MCP (Model Context Protocol)	A standard interface through which external AI tools can query your MiaRec data.