Terminology
Avikto uses specific terms to describe common concepts. Here's a glossary to help you understand the platform.
Core Case Concepts
| Term | Definition |
|---|---|
| Case | A unit of work within the system. Could be a customer support ticket, patient request, legal matter, billing issue, or any other type of work that needs to be tracked and resolved. Every case has a unique ID, status, priority, assignee, and due date. |
| Case ID | A unique identifier assigned to each case when it's created. Format typically includes project code, case type, date, and sequence number (e.g., C-PRJ-TYPE-2026-00123). Used for searching, linking, and referencing cases. |
| Case Type | The classification of a case (e.g., Support Request, Patient Admission, Billing Inquiry). Determines which template is used and which workflows apply. |
| Case Status | The current stage a case is in. Common statuses include: Request Received, In Progress, On Hold, Verification In Progress, Resolved, Closed. Status is typically changed as work progresses. |
| Case Priority | How urgent a case is. Typical levels: Low, Medium, High, Critical. Used to determine routing and which cases get attention first. |
| Case Category | A business classification for the case (e.g., Healthcare, Sales, Support, Legal). Used for reporting and filtering. |
| Template | A reusable structure that defines what information is captured when a case is created. Templates standardize case data so all cases of a particular type have the same fields. |
| Case History | The complete audit trail of all actions taken on a case — creation, edits, status changes, assignments, comments, etc. Shows who did what and when. |
Routing and Assignment
| Term | Definition |
|---|---|
| Assignee | The person currently responsible for a case. A case can be reassigned from one person to another. |
| Queue | A collection of cases waiting for action. Queues represent processing stages or team boundaries. Cases move from queue to queue as they're processed (e.g., Triage → Review → Authorization → Resolved). |
| Routing | The process of moving a case to the right person or queue. Routing can be manual (a user assigns it) or automated (a workflow rule routes it). |
| Workflow | A set of automated rules that handle routing and actions on cases. Defined as: When [trigger event] occurs, IF [conditions are met] THEN [perform actions]. |
| Escalation | Moving a case to a higher-priority queue or person, usually because it's blocked or urgent. |
Project and Organization
| Term | Definition |
|---|---|
| Project | A self-contained workspace for a specific stream of work. Each project has its own cases, queues, dashboards, templates, and team members. Used to isolate different workstreams (e.g., Patient Intake vs. Billing). |
| Workspace | The entire Avikto instance that a user is logged into. Contains multiple projects and organization-wide settings. |
| Organization | The top-level entity containing all projects, users, and settings. Organization admins manage policies and users at this level. |
| Team | A group of people working together, typically within a project. |
Timeline and Deadlines
| Term | Definition |
|---|---|
| Due Date | The date a case is expected to be completed. |
| SLA (Service Level Agreement) | A commitment to complete or respond to a case within a specific timeframe. SLA deadlines appear on the calendar as special events. |
| Overdue | A case whose due date has passed without resolution. |
| Calendar | The global scheduling surface showing cases with deadlines, SLA dates, meetings, and other events. |
Data and Reporting
| Term | Definition |
|---|---|
| Dashboard | A live, customizable view showing cases, metrics, and trends. Dashboards are typically role-specific (Executive Dashboard, Team Dashboard, etc.) and update in real time. |
| Report | A structured analysis of case data, often with charts and tables. Reports can be scheduled for automatic delivery or exported for offline sharing. Unlike dashboards, reports show historical snapshots. |
| KPI (Key Performance Indicator) | A metric that measures organizational health. Common case management KPIs include: Average Resolution Time (mean time from case creation to closure), Average Response Time (mean time from creation to first response), Case Overdue Percentage (share of cases past their due date), SLA Compliance (percentage of cases resolved within SLA). |
| Filter | A way to narrow data. Common filters: project, queue, status, priority, assignee, date range. |
| Export | Downloading case data in formats like XLSX, CSV, or PDF for offline analysis or sharing. |
Collaboration
| Term | Definition |
|---|---|
| Comment | A text note added to a case, visible to everyone working on it. Comments create a threaded discussion history on the case. |
| Chat | Real-time messaging between team members. Can be direct (one-on-one) or group chats. Separate from case comments; used for side conversations. |
| Mention | An @ reference to notify a specific person (e.g., @jane, can you review this?). |
| Contact | A customer or external party record. Cases are linked to contacts, making it easy to see the full history with a particular person or organization. |
Automation and Integration
| Term | Definition |
|---|---|
| Trigger | An event that fires a workflow. Examples: queue change, status change, deadline approaching. |
| Condition | A requirement that must be met for a workflow action to run. Example: Priority is High. |
| Action | What a workflow does when triggered and conditions match. Examples: assign case, move to queue, send notification, add comment. |
| Notification | An alert sent to a user (in-app, email, or SMS) when something relevant happens. |
| Integration | A connection between Avikto and another system. Examples: Teams, Slack, Outlook Calendar, email, API. |
Access and Security
| Term | Definition |
|---|---|
| Role | A named bundle of permissions. Roles can be organization-wide (Admin, User) or project-specific (Lead, Processor, Reviewer). |
| Permission | A specific action a user is allowed to perform (e.g., create cases, view reports, manage users). |
| Audit Log | A record of all administrative and system actions in the organization, used for compliance and troubleshooting. |
| 2FA (Two-Factor Authentication) | An extra security layer requiring a second authentication method (like a code from an authenticator app) in addition to password. |
| Policy | An organization-wide rule governing how the platform works. Examples: "Allow public projects" (ON/OFF), "Enable IP conditional access" (ON/OFF). |
File and Document
| Term | Definition |
|---|---|
| Document | A file attached to or stored within a case for reference (e.g., a scanned form, a photo, a PDF). |
| Attachment | A file linked to a case comment or uploaded to the case itself. |
Common Phrases
| Phrase | Definition |
|---|---|
| "In the Queue" | A case is waiting for the next person to pick it up. |
| "Move to Queue" | Transfer a case from one queue to another, typically via workflow or manual assignment. |
| "On Hold" | A case whose progress is paused, typically because more information is needed or it's waiting for an external event. |
| "Close a Case" | Mark a case as resolved or complete, moving it out of active processing. |
| "Breach an SLA" | Fail to meet a service-level agreement deadline. |
| "Backlog" | Cases that are created but not yet being worked on, or cases waiting in a queue. |
Next: Check out Avikto Use Cases to see how these concepts work in practice.