Glossary

Use this page as a quick definition reference for Birdie concepts and features.

For metric formulas and metric-specific definitions, use the Metrics Glossary page.

A

• Account (Audience) - an optional entity used to segment feedback at the company/account level (e.g., "Acme Inc.").

• Active customers - the customer volume input used to enable and calculate the Contact Rate metric.

• Agent - a support person whose conversations are monitored in Agent QA module.

• Agent Feedback - a workflow to create and track coaching feedback for agents, with a manual status lifecycle.

• AI Prompt Widget - a dashboard widget that runs a prompt on the filtered dataset and returns a narrative answer (optionally comparing two contexts).

• Alert - a notification triggered by a condition, delivered via a configured channel (e.g., Slack/email).

• Area - a broad theme derived from feedback that aggregates trends, issues, and insights across the organization.

• Area of Interest - another name for an Area.

• Audience - the set of Accounts and Users used for segmentation and joins during analysis.

B

• Batch ID - an optional ingestion field used to group uploaded records into a batch.

• Breakdown - a chart setting that splits a metric by a dimension (e.g., by segment, source, or reason).

C

• Calibration - a review step where you validate and align an AI-created entity (commonly Opportunities and Criteria) with your expectations.

• Channel - where something is delivered or collected (e.g., a feedback source channel, or a notifications delivery channel).

• Chart - a visualization of a metric over time or by breakdown, used in Exploration pages and dashboards.

• Collection - a container that groups Areas and Opportunities, often mirroring products, squads, journeys, or themes.

• Comment - a collaborative thread on an Area/Opportunity/Reason used to discuss insights and actions.

• Conversation - an ingested thread of messages (e.g., a support ticket) that Birdie can summarize and analyze.

• Criteria - the QA evaluation rules used to score and monitor service quality.

• Criteria Catalog - the admin area where QA criteria are created, edited, grouped into collections, and calibrated.

• Critical Criterion - a QA criterion that, if failed, makes the whole interaction fail regardless of other weights.

• CSAT - Customer Satisfaction Score; a common feedback source/metric used across Birdie.

• CSV Export / Import - a structured export format (multiple CSVs) used to analyze Birdie data outside the app and re-import into tools like Excel.

• Custom Chart - a saved chart configuration in Exploration (chart type, interval, metric, breakdown, top N, filters).

• Custom Dashboard - a user-built dashboard made of widgets to monitor metrics and share insights.

• Custom Fields - organization-specific fields used for filtering, segmentation, and joins.

• Custom Table (Widget) - a dashboard widget that renders a table with configurable columns and multiple metrics.

D

• Dashboard - a curated set of widgets to track and communicate metrics and insights.

• Dashboard visibility - dashboards belong to the environment they were created in (Organization-level or Workspace-level).

• Dashboard Widget - a dashboard building block (Text, Chart, Number, Table, Custom Table, Prompt).

• Data Lake / File-based ingestion - an ingestion path where Birdie ingests prepared files from storage or a warehouse (high control and compliance).

• DeBERTa - a self-hosted language model Birdie uses for specific NLP tasks.

• Digest - a scheduled notification recap, usually sent to a channel.

E

• Elasticsearch query string - the advanced keyword filter syntax Birdie supports for proximity search and complex queries.

• Exploration - the analysis experience where you explore feedback using filters, charts, segments, and tables.

• Export / Import CSV - the feature used to export Birdie feedback mappings and open them reliably in spreadsheets.

F

• Feedback - a single user-submitted record (e.g., NPS response or app review) analyzed alongside conversations.

• Feedback Details - a filter field group that includes core text fields and org-specific attributes.

• Filter - a rule that scopes the dataset used by charts, tables, AI summaries, and Skye.

• Foundation model - a base LLM/SLM used as a building block for AI capabilities (summaries, classification, RAG).

G

• GenAI - generative AI capabilities used for summaries, enrichment, and assistant experiences.

H

• Hallucination - an AI failure mode where the model generates unsupported claims; Birdie mitigates this with data-grounding and controls.

• Has Aspect - a filter indicating whether a comment contains actionable, relevant content (as opposed to generic/noise).

I

• Impact Score - a dissatisfaction-weighted metric that summarizes impact for a theme, using organization-defined source weights.

• Indicator (Header) - the metric cards shown at the top of navigation pages, including period-over-period variation.

• Ingestion API - Birdie's REST API for uploading conversations, messages, feedbacks, and optional audience data.

• Initiative - an action plan designed to activate a change based on a discovered opportunity.

• Intention - a classification that captures what the user is trying to do (e.g., Problem, Request, Question).

• IP filtering - an access control that restricts Birdie access to approved IP ranges (typically used with SSO).

K

• Keyword filter - a text filter that supports AND, OR, parentheses, and proximity operators.

• Kind - the ingestion schema type that defines additional fields for a record's origin (e.g., support_ticket, review, nps).

L

• LGPD - Brazil's data protection law; Birdie supports anonymization and region handling to help with compliance.

• LLM - Large Language Model; used for generative features like summaries and assistant answers.

• LLaMA - an open model that Birdie can self-host for specific workloads.

M

• Manual Criterion - a QA criterion flagged as requiring human evaluation (bypasses AI assessment).

• Message - one entry inside a Conversation (e.g., a ticket reply), uploaded via the ingestion API.

• Metric - a numeric measure computed over feedback (counts, scores, rates, impact); details live in the Metrics Glossary.

• Metrics Header - the top summary block on analysis pages showing key metrics for the current filter context.

• MIPM - Birdie's continuous improvement cycle: Monitor, Identify, Prioritize, Measure.

N

• Native connector - a standard integration that pulls data from a well-known SaaS source via API credentials.

• NLP - Natural Language Processing; used for enrichment tasks like sentiment and intention detection.

• Noise - feedback that lacks actionable content and is filtered out by signal detection.

• Notification - an outbound message from Birdie (alerts, digests) delivered to configured channels.

• NPS - Net Promoter Score; a common feedback source/metric used across Birdie.

• Number Widget - a dashboard widget that displays a single KPI for fast monitoring.

O

• OpenID - an authentication protocol supported for SSO.

• Opportunity - a specific insight derived from feedback that highlights trends, issues, or areas for improvement.

• Opportunity Status - labels that indicate an opportunity lifecycle state (e.g., Pending Calibration, Rejected, Processing).

• Organization - the top-level tenant boundary in Birdie; it controls base settings, metrics logic, and global defaults.

P

• PDCA - a classic improvement loop (Plan, Do, Check, Act) that inspired Birdie's MIPM cycle.

• PHI - Protected Health Information; handled via anonymization/redaction to avoid sensitive data storage.

• PII - Personally Identifiable Information; removed/redacted during ingestion by Birdie or by your company pipeline.

• Public / Private (Collections) - visibility settings for collections (organization-wide vs creator-only).

Q

• Qualtrics - an integration used to ingest Qualtrics feedback into Birdie.

• Quality Score - a QA score computed from criteria (weights and critical rules) across reasons, areas, and agents.

R

• RAG - Retrieval-Augmented Generation; grounds AI answers in your data instead of free-form generation.

• Reason (Contact Reason) - a QA category that represents why customers contacted you, used to apply criteria and monitor agent performance.

• REST ingestion API - the programmatic ingestion method where your systems upload records directly to Birdie endpoints.

• RoBERTa - a self-hosted language model Birdie uses for specific NLP tasks.

S

• Segment - a defined group of customers/feedback built from profile or behavior criteria, used to slice analysis.

• Segment Collection - a grouping mechanism for segments so you compare like-with-like (e.g., Lifecycle vs Firmographics).

• Sentiment - the emotional tone classification applied to feedback (Positive, Neutral, Negative, with levels).

• Signal - feedback that contains meaningful, actionable content (as opposed to noise).

• Skye - Birdie's AI assistant that answers questions and helps discover insights within the current filter context.

• Source - where feedback came from (e.g., NPS, tickets, reviews, social).

• SSO - Single Sign-On; integrates Birdie with your identity provider (often paired with IP filtering).

T

• Table Widget - a dashboard widget for structured data exploration with sorting and filtering.

• Template (Dashboard) - a dashboard shared across workspaces as a starting point, usually controlled by organization admins.

• Text Widget - a dashboard widget that supports Markdown to add narrative, instructions, and context.

U

• Unit costs - cost inputs used to compute potential savings metrics in Organization settings.

• User (Audience) - an optional entity used to segment feedback at the individual level (e.g., end-user profile).

V

• Voice of Customer (VoC) - the practice and product surface focused on understanding and acting on customer feedback.

W

• Widget - a component inside a Custom Dashboard (charts, tables, numbers, text, prompts).

• Workspace - a scoped environment inside an organization that controls data visibility, settings overrides, and access by role.

Z