> Source: https://builder-docs.ema.ai/introduction/glossary > Title: Glossary # Glossary A unified alphabetical reference of terms used throughout the Ema Builder Platform documentation. * * * ## A - **Action-Based Rule** -- A QA evaluation rule that verifies actions taken in external systems (CRM, ticketing) rather than analyzing transcript content alone. - **Dashboard** -- A spreadsheet-style AI Employee interface optimized for high-volume, repeatable workflows such as triage queues or data enrichment. - **Agent (Platform)** -- A modular AI component that performs a specific task within the Ema platform, such as transcription, categorization, or rule validation. An autonomous process combining planning, reasoning, and memory. - **AI Employee (AIE)** -- A configured instance that coordinates multiple agents to accomplish a specific business objective. AI Employees are orchestrated by the Generative Workflow Engine and represent complete end-to-end workflows. - **Audit Log** -- A chronological record of actions, configuration changes, and workflow executions within a workspace or AI Employee. Audit logs provide traceability for compliance, debugging, and operational review. - **Autopilot** -- An AI-assisted creation tool that lets you describe the AI Employee you want in natural language and have Ema generate a starting workflow automatically. Available as an entry point on the AI Employees page. - **Auto-Fail** -- A critical QA rule that, when failed, results in an automatic score of zero regardless of other parameter results. - **Auto-Learning** -- Ema's batch calibration feature that automatically generates and refines QA parameter instructions using a golden dataset of human-graded examples. ## B - **Binding** -- The mechanism by which a workflow definition connects data sources to action inputs. Sources include outputs from other actions, workflow inputs, constants, and persona widget names. - **Builder** -- A user role responsible for designing and assembling multi-agent workflows, either from scratch or by customizing an AI Employee template. ## C - **Call Driver** -- The most specific (L3) level of contact reason categorization, representing the root cause for a customer call. - **Contact Reason** -- Hierarchical categorization of why customers are calling, organized into L1 (high-level), L2 (detailed), and L3 (specific) levels. - **Continuous Learning** -- Ema's feature for improving evaluation accuracy incrementally through feedback provided during daily quality reviews, as distinct from batch Auto-Learning. - **CSAT (Customer Satisfaction)** -- A metric measuring customer satisfaction with a service interaction, often collected via post-call surveys or predicted by AI analysis. - **Custom Code Agent** -- A GWE agent type that allows builders to execute arbitrary code logic within a workflow. Custom Code agents enable advanced transformations, calculations, or integrations that go beyond the capabilities of pre-built agents. ## D - **Data and Resources Agent** -- An agent category that leverages knowledge graphs and other repositories to surface information relevant to the current task. - **Dead Air** -- Periods of silence during a call where neither party is speaking. Tracked as part of silence time analysis. - **Diarization** -- The process of separating audio into segments corresponding to different speakers (agent vs. customer). - **Document** -- An AI Employee interface providing live co-authoring inside a Word/Google Docs-style environment for drafting and reviewing long-form content. ## E - **EmaFusion** -- Ema's proprietary Mixture-of-Experts model that routes each subtask to the optimal LLM from 40+ models across 9+ providers, with cascading fallback when confidence thresholds are not met. - **End User** -- A user role that interacts with a finished AI Employee to obtain outcomes but cannot alter its configuration. ## G - **Glossary (Feature)** -- A per-AI-Employee feature that defines custom vocabulary (terms and definitions) to ensure consistent, accurate responses aligned with an organization's terminology. Uses whole-word, case-insensitive matching with strict word boundaries. - **Golden Dataset** -- A collection of transcripts with verified human evaluations (Pass/Fail/N/A for each parameter) used to train and calibrate the Auto-Learning system. - **GWE (Generative Workflow Engine)** -- Ema's orchestration layer that coordinates multiple agents within a workflow, managing data flow, dependencies, and execution. Provides a visual builder and a curated library of reusable agents. ## H - **Human-in-the-Loop (HITL)** -- A capability allowing agents to seek human help mid-task for disambiguation, assistance, or approval. Can be conversational (chat) or structured (dashboards). ## I - **Integration** -- A connector linking an Ema workspace to an external application (e.g., Salesforce, ServiceNow). Each integration authenticates with the target system and scopes read/write permissions. - **Interaction** -- A single customer service call processed by Agent QA, including audio, transcript, and all evaluation results. ## K - **Knowledge Base** -- A collection of documents (policies, procedures, product information) that Ema references when evaluating knowledge-verified rules or answering questions. - **Knowledge-Verified Rule** -- A QA evaluation rule that cross-references transcript content against knowledge base documents to verify information accuracy. ## M - **Maintenance Mode** -- A workspace-level or AI-Employee-level state that temporarily suspends workflow execution for planned updates or configuration changes. While in maintenance mode, incoming requests are held or rejected with a maintenance notice. - **Multi-Binding** -- A workflow configuration where multiple upstream action outputs are bound to a single array-typed input port. Elements from skipped actions are removed; if all elements are skipped, the binding is treated as absent. ## N - **Named Inputs** -- Key-value pairs configured as named bindings in a workflow, allowing users to pass supplementary context (search results, external tool outputs) to an action beyond its primary query. ## P - **Parameter** -- A QA evaluation criterion or rule used to assess agent performance. Each parameter has pass/fail criteria and a weight. - **PII (Personally Identifiable Information)** -- Sensitive customer data (names, account numbers) that is detected and masked by Ema during processing. - **Pre-Built AI Employee** -- A template from Ema's catalog providing a ready-to-deploy blueprint for a specific use case (e.g., Agent Assist, Employee Assistant). - **Protected Parameter** -- A QA parameter that achieved 90%+ accuracy during Auto-Learning and is excluded from further automatic modification. ## Q - **QA Form** -- A document defining all evaluation parameters, their criteria, weights, and criticality levels. - **QA Score** -- The weighted overall score (0--100) calculated from all parameter results, representing the quality of a customer service interaction. ## S - **Scorecard** -- A summary view displaying all parameter evaluations for a single interaction, including pass/fail status and Ema's reasoning. - **Sentiment Analysis** -- AI analysis of customer emotional state during an interaction, categorized as Positive, Neutral, Negative, or Mixed. - **Skill Agent** -- An agent category that applies domain-specific capabilities, drawing on user data, enterprise knowledge bases, external systems, or the open web. ## T - **Transcript** -- The text representation of a call conversation, including speaker labels and timestamps. - **Trigger** -- The event that initiates a workflow execution (e.g., a chat message, a scheduled event, or an API call). - **Trigger-when** -- A boolean expression on a workflow action instance that is evaluated at runtime. If true, the action executes; if false, it is skipped along with dependent downstream actions. ## W - **Weight (Weightage)** -- A numerical value (0--10) indicating the importance of a parameter in calculating the overall QA score. - **Widget** -- A named configuration block attached to a persona that provides shared settings consumed by workflow actions at runtime. - **Workflow** -- A directed acyclic graph (DAG) of action instances, defined in a WorkflowDef, that the Generative Workflow Engine parses, validates, and executes. Each node is an action instance; each edge is a binding. - **Workflow Builder** -- The visual interface for creating and modifying AI Employee workflows, including agent configuration and data flow connections. - **WorkflowDef** -- The protocol buffer definition of a workflow, specifying action instances, their bindings, triggers, conditionals, and outputs. - **Workflow Version History** -- A feature that tracks changes to workflow definitions over time, allowing builders to view previous versions, compare differences, and restore earlier configurations when needed. - **Workspace** -- An organizational workspace in Ema containing AI Employees, integrations, users, and configuration. All resources within a workspace share the same permission and policy context.