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This page defines key terminology used throughout Veratrace documentation. Last verified: 2025-12-26

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Core Terms

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Instance

A multi-tenant configuration container. Each instance has its own isolated data (users, TWU models, agents, integrations) and AWS Cognito authentication. Fields: id, userPoolId, clientId, region Source: Feature Inventory - Core Objects (Instance)

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TWU Model

A Trusted Work Unit Model defines the structure for work operations. It specifies entities, actions, events, and outcomes that describe how work is performed. Statuses: DRAFT, PUBLISHED, ARCHIVED Source: Feature Inventory - Core Objects (TWU Model)

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Agent

An agent represents either an AI or human performer of work operations. Agents have types (AI/HUMAN) and optional capabilities. Types: AI, HUMAN Source: Feature Inventory - Core Objects (Agent)

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Integration

A connection to an external system for evidence ingestion and data synchronization. Veratrace supports integration types across contact centers, CRM, AI agents, BPO, IDP/HR, policy engines, data systems, finance, and observability platforms. Statuses: active, inactive, connecting, error Supported Types:
  • Contact Center/CX: AMAZON_CONNECT, GENESYS_CLOUD, FIVE9, NICE_CXONE, ZENDESK, SERVICENOW_CSM, SALESFORCE_SERVICE_CLOUD
  • CRM/Sales: SALESFORCE, HUBSPOT, MICROSOFT_DYNAMICS, OUTREACH, SALESLOFT, APOLLO
  • AI Agents: INTERCOM_FIN, ZENDESK_AI, SALESFORCE_EINSTEIN, MICROSOFT_COPILOT, LANGCHAIN, LLAMAINDEX, POLYAI, KORE_AI, COGNIGY
  • BPO: TELEPERFORMANCE, CONCENTRIX, FOUNDEVER, TTEC, GENPACT, ACCENTURE_OPS
  • IDP/HR: OKTA, AZURE_AD, PING_IDENTITY, WORKDAY, NICE_WFM, VERINT
  • Policy: OPEN_POLICY_AGENT, CEDAR, ZANZIBAR
  • Data/Documents: AWS_S3, GOOGLE_CLOUD_STORAGE, AZURE_BLOB, SHAREPOINT, GOOGLE_DRIVE, SNOWFLAKE, BIGQUERY, COLLIBRA, ALATION
  • Finance: COUPA, SAP_ARIBA, NETSUITE, STRIPE, AWS_BILLING, OPENAI_USAGE
  • Observability: SPLUNK, DATADOG, ELASTIC, NEW_RELIC, MICROSOFT_SENTINEL
  • Legacy: MONDAY_COM
Source: Feature Inventory - Core Objects (Integration)

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Work Ledger Entry

A record of a TWU execution or work operation. Each entry tracks execution status, policy compliance, actor types (AI/HUMAN), cost, time, and related entities. Policy Statuses: compliant, non_compliant, review_required Source: Feature Inventory - Core Objects (Work Ledger Entry)

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User

A user account within an instance. Users have usernames, emails, names, and can be enabled or disabled. Source: Feature Inventory - Core Objects (User)

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TWU Model Components

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Entity

Objects that work operates on. Entities define the data structure for work operations. Source: Feature Inventory - Core Objects (TWU Model)

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Action

Operations performed on entities. Actions define what work can be done. Source: Feature Inventory - Core Objects (TWU Model)

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Event

State changes or occurrences. Events track what happens during work execution. Source: Feature Inventory - Core Objects (TWU Model)

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Outcome

Results with expressions. Outcomes define how to compute results from work operations. Source: Feature Inventory - Core Objects (TWU Model)

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Agent Capabilities

Capabilities vary by agent type. AI agents may support model-based capabilities, and human agents may have role-specific capabilities. The capability structure and available options should be verified against the agent type definitions. Source: Feature Inventory - Core Objects (Agent)

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Roles

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Administrator

Full access to all features and settings (24 permissions in mock data). Source: Feature Inventory - User Roles and Permissions (mock data)

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Manager

Access to management features and reporting (16 permissions in mock data). Source: Feature Inventory - User Roles and Permissions (mock data)

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Viewer

Read-only access to reports and dashboards (8 permissions in mock data). Source: Feature Inventory - User Roles and Permissions (mock data)

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Editor

Can create and edit content, but cannot delete (12 permissions in mock data). Source: Feature Inventory - User Roles and Permissions (mock data)

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Glossary

This glossary provides concise definitions of key Veratrace terms derived from core objects and system behavior.

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Active Time

The duration in seconds that a work operation was actively performed. Tracked in work ledger entries. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Actor

An entity that performs work operations. Can be AI, HUMAN, or HYBRID (both). Tracked in work ledger entries. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Agent Type

Classification of an agent as either “AI” or “HUMAN”. Determines available configuration options. Source: Feature Inventory - Core Objects (Agent)

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Archive

Status for TWU models that are no longer active. Archived models cannot be modified or used for new work operations. Source: Feature Inventory - Core Objects (TWU Model)

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Capabilities

Skills or functions that an agent can perform. Structure and available capabilities vary by agent type and should be verified against agent type definitions. Source: Feature Inventory - Core Objects (Agent)

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Client ID

AWS Cognito OIDC client identifier used for authentication. Part of instance configuration. Source: Feature Inventory - Core Objects (Instance)

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Compliance Status

Policy compliance state of a work ledger entry. Values: “compliant”, “non_compliant”, “review_required”. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Cost

Monetary value associated with a work operation, tracked in dollars in work ledger entries. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Draft

Unpublished version of a TWU model. Drafts can be edited and then published to make them active. Source: Feature Inventory - Core Objects (TWU Model)

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Entity

Data structure that work operates on. Defined in TWU models as part of the model structure. Source: Feature Inventory - Core Objects (TWU Model)

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Health Check

Status verification for integrations. Includes isHealthy boolean, lastHealthCheck timestamp, and optional metrics. Source: Feature Inventory - Core Objects (Integration)

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Instance

Multi-tenant configuration container. Each instance has isolated data (users, TWU models, agents, integrations) and AWS Cognito authentication. Source: Feature Inventory - Core Objects (Instance)

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Integration Status

Operational state of an integration. Values: “active”, “inactive”, “connecting”, “error”. Source: Feature Inventory - Core Objects (Integration)

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Integration Type

Category of external system being integrated. See the Integration section above for the complete list of supported types. Source: Feature Inventory - Core Objects (Integration)

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Model Name

Identifier for the TWU model used in a work ledger entry. Links entries to their defining model. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Outcome Expression

Formula or expression that computes results from work operations. Defined in TWU model outcomes. Source: Feature Inventory - Core Objects (TWU Model)

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Policy Status

See Compliance Status. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Priority

Agent priority level: “high”, “medium”, or “low”. Used for agent management and routing. Source: Feature Inventory - Core Objects (Agent)

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Publish

Action that makes a draft TWU model version active and available for use in work operations. Source: Feature Inventory - Core Objects (TWU Model) Human-readable name or description of the entity associated with a work ledger entry. Source: Feature Inventory - Core Objects (Work Ledger Entry)

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Temporary Password

Initial password set for new users. Users must change this password on first login. Source: Feature Inventory - Core Objects (User)

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User Pool ID

AWS Cognito User Pool identifier in format region_xxxxxxxx. Part of instance configuration. Source: Feature Inventory - Core Objects (Instance)

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Version

Numeric identifier for a TWU model version. Models can have multiple versions, with one published version active at a time. Source: Feature Inventory - Core Objects (TWU Model)

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Work Ledger Entry

Record of a TWU execution or work operation. Tracks execution status, policy compliance, actors, cost, time, and related entities. Source: Feature Inventory - Core Objects (Work Ledger Entry)