Glossary of terms

This is a glossary of core terms relevant to working with the agent dashboard.

Agent dashboard

The interface used by support agents to assist end users. Agents can review conversations and talk to users via live chat, voice calls, and video calls.

See Intro to the agent dashboard for more, or get started with Tutorial - Your first live chat.

Agent group

A group of support agents that can be configured by a Mavenoid admin. Live support nodes can route conversations to different groups, so if your support team is organized by location, time zone, expertise, or any other factor, flows can ensure the right conversations go to the right agents.

See Understand agent groups for more.

Saved reply

A prewritten response available within the agent dashboard where it can easily be used (with any needed edits) by support agents to make common suggestions or ask common questions to end users during live chat.

See Use saved replies for more.

Conversation debrief

A short process that occurs when ending a live chat within the agent dashboard. Support agents are prompted to indicate whether the user's problem was solved, and if so, what the solution was.

See Understand conversation debrief for more.

Conversation link

A link generated in the agent dashboard that can be shared with end users to take them directly to a Mavenoid conversation.

See Understand conversation links for more.

Live chat

Real-time text-based chat between a support agent using the agent dashboard and an end user. In some cases, the agent can additionally initiate voice calls or video calls.

See Understand live chat for more.

Support agent

A person who provides product support to end users. Agents use the agent dashboard to resolve support requests raised by end users.

Support request

Any problem, question, or task that an end user encounters in their use of a product.

Triage

The process of collecting information about a support request. In traditional support processes this can be a tedious back and forth between an end user and a support agent that must be completed before any real progress can be made; with Mavenoid, the assistant automatically collects the relevant information as part of its troubleshooting flow. If the support request is escalated the information is provided automatically to the relevant support agent, saving time for both them and the end user.

Video call

During live chat, a call between a support agent and an end user in which the user is sharing their camera so that the agent can see what they see.

See Understand video calls for more.

Voice call

During live chat, a call between a support agent and an end user in which the user is sharing their microphone so that the agent can hear what the user hears and so that the agent and user can converse via voice.

See Understand voice calls for more.