SpeakSport Glossary: Platform Terms and Definitions

Definitions for key SpeakSport concepts used across the platform, including calendar events, call reporting, transfers, and facility configuration.

Use this glossary as a quick reference when configuring your facility, reviewing call data, or working with SpeakSport support. Terms are listed alphabetically.

After hours

Activity that occurs outside the facility's configured opening-to-closing window. SpeakSport evaluates after-hours status using the timezone set for your facility, so confirm that both the timezone and your open/close times are correct before reviewing after-hours reporting.

Booking opportunity

A call in which the caller expressed intent to make a booking. SpeakSport uses booking opportunities in reporting when confirmed booking data is not available through a direct integration with your reservation system. A high number of booking opportunities relative to confirmed bookings can indicate a conversion gap worth investigating.

Fixed spoken message

Optional exact wording that the AI says verbatim when it announces a specific calendar event. When you provide a fixed spoken message, the AI delivers that precise text rather than paraphrasing the event description. Leave this field blank if you want the event to be knowledge-only.

Knowledge-only event

A calendar event that has no fixed spoken message configured. The AI can draw on the event's description to answer caller questions when the event is relevant, but it does not proactively announce the event on every call. Use knowledge-only events for background information, ongoing policies, or anything the AI should know about but not lead with.

Question cluster

A thematic group of similar caller questions surfaced on the Questions page. SpeakSport automatically groups questions that share a common topic so you can spot patterns, identify knowledge gaps, and prioritize Knowledge Base updates without reviewing every individual question.

Speak window

The time range during which an Operations Calendar event is available to the AI on calls. An event outside its speak window is not visible to the AI, even if the event is published. Set the speak window to match exactly when you want callers to hear about or ask questions about an event.

Transfer destination

A configured team, desk, or phone number to which the AI can route a call. You define transfer destinations in your facility settings, and the AI uses them when a caller requests to speak with a person, when a call matches a transfer rule, or when no other resolution is appropriate.