Terminology

Fundamentals

Account: An account often represents a group, company or organization that contains people.

Activity: Something your customer has done on your platform.

Engagement: An interaction with a person in the form of email, chat, meeting or phone call. They can be created manually and automatically using integrations with email and communication systems like Gmail, Office 365, Intercom.

Play: An account making its way through a playbook.

Playbook: A workflow for a specific purpose, e.g. onboarding. It has stages, and each stage has tasks.

Person: An individual who you may email, or who may log into your platform. A Person can be associated with multiple accounts.

Subscription: The recurring revenue for the account. There may be several subscriptions for an account.

Task: An individual task that can be standalone, for an account, or for an account's play.

Ticket: A service request submitted by a user. 

View: You can set Views for Accounts, People, Plays, and Tasks. Views are filters, so 'AND/OR' conditions are used to focus on one segment. Whichever view you have left active in these apps is the default when you return.

 

Accounts

Assignee: The Amity user assigned to the account.

Email domains: A tool that allows Amity to recognize new email or ticketing contacts. There can be multiple domains for an account. If several accounts have the same domain, only one account will capture the new contacts.

Final renewal: The last renewal date of the account's subscriptions.

Health: The condition of the account that is determined by Insights.

Insight: A label that Amity attaches to an account when a special condition is met.

Last activity: The last time there was activity recorded on this account.

Last engaged: The last time an engagement was logged with this account.

Next renewal: The earliest renewal date of the accounts subscriptions.

 

People

Last activity: The last time there was activity recorded for this person.

Last engaged: The last time an engagement was logged with this person.

Role: The different ranks a person may be assigned to.

Type: A read-only property that's automatically calculated by Amity. There are 3 types:

• Staff: The person is a staff member/employee of your company. 
• Customer: The person is associated with an account.
• Unknown: The person is neither Staff nor Customer. 

 

Subscriptions

Activation date: The subscription start date.

Acceptance date: The date the customer accepted the subscription agreement. This date is commonly the same as the activation date. It cannot be after the activation date.

ARR: Annual recurring revenue (ARR) calculates subscription recurring fees normalized to an annual value.

Billing period: The amount of time the subscription lasts before it has to be renewed. Can range from daily to annually.

Cancellation date: The date the subscription was canceled by the customer.

Churn rate: The rate of custom attrition. This measure is calculated as the number of customers who discontinue service during a specified time period, divided by the total number of customers at the start of that period.

Churned MRR: The amount of MRR from churned subscriptions that were not renewed during this period.

Current balance: The current balance for that account. 

Expansion MRR: The change in MRR from existing customers in this period.

Expiration date: The subscription end date.

MRR: Monthly recurring revenue (MRR) calculates subscription recurring fees normalized to a monthly value.

Net new MRR: The total change in MRR during the period. This value is the sum of New MRR and Expansion MRR less Churned MRR.

New MRR: The MRR from new customers in this period.

One-time amount: The one-time amount that was paid.

Overdue balance: The current balance owing is overdue.

Recurring amount: The recurring fee for each subscription period.

 

Tickets

Assignee: The name of the person assigned to the ticket.

Channel: The source of the ticket (e.g. a phone call).

Description: Outlines the reason why the ticket was opened.

Opened: The date and time that the ticket was opened.

Priority: The ticket's priority.

Status: The current status of the ticket.

Ticket number: The identifier number of the ticket.

Type: The ticket type.

Updated: When the ticket was last updated.