LiveAgent Glossary link
Explains the main features and terminology used in LiveAgent.
AI Features link
| English | Original English | Description |
|---|
| AI Answer Assistant | AI Answer Assistant | AI automatically creates reply suggestions. Significantly reduces response time by only requiring confirmation and editing. |
| AI Chatbot | AI Chatbot | Automatically responds to visitors. Provides real-time answers to questions and reduces human workload. |
Live Chat Features link
| English | Original English | Description |
|---|
| Chat button | Chat button | Chat start button placed on your site. Used to create inquiry channels. |
| Chat button animations | Chat button animations | Attracts attention with movement to improve start rates. |
| Chat button gallery | Chat button gallery | Allows design selection from templates. |
Chat Operations Management link
| English | Original English | Description |
|---|
| Chat distribution | Chat distribution | Automatically distributes multiple chats to agents. Reduces wait times. |
| Chat embedded tracking | Chat embedded tracking | Measures chat usage within pages to analyze utilization patterns. |
| Chat history | Chat history | References past chats to provide contextual responses. |
| Chat invitation gallery | Chat invitation gallery | Select pop-ups and other elements to encourage visitors to start chats. |
| Chats overview | Chats overview | Overview of ongoing chats. Instantly check assignments and status. |
| Chat window docking | Chat window docking | Fixed display at screen edge to improve usability. |
| Internal chat | Internal chat | Used for quick internal communication between staff. |
| Max queue length | Max queue length | Limits maximum number of chats in queue to prevent excessive waiting. |
| Real-time typing view | Real-time typing view | Displays what customers are typing for proactive responses. |
| Proactive chat invitations | Proactive chat invitations | Automatically suggests chats based on visitor behavior. |
Ticket Management link
Agent Management link
| English | Original English | Description |
|---|
| Agents | Agents | Staff members who handle inquiries. Clarifies roles and responsibilities. |
| Agent collision detection | Agent collision detection | Prevents duplicate work on the same ticket to improve efficiency. |
| Agent ranking | Agent ranking | Visualizes response quality based on evaluations. Clarifies improvement targets. |
| Agent rating | Agent rating | Collects and analyzes customer feedback. Service quality indicator. |
Ticket Operations link
| English | Original English | Description |
|---|
| Attachments | Attachments | Attach images and documents to facilitate situation sharing. |
| Automated ticket distribution | Automated ticket distribution | Automatic assignment to optimal staff. Reduces manual workload. |
| Canned messages (Macros) | Canned messages (Macros) | Templates for common replies to reduce inconsistency and time loss. |
| Merge tickets | Merge tickets | Consolidates multiple inquiries about the same issue to prevent duplicate responses. |
| Split tickets | Split tickets | Manages tickets containing multiple issues separately. |
| Multiple ticket tabs | Multiple ticket tabs | Process multiple tickets in parallel to improve work efficiency. |
| Ticket filters | Ticket filters | Filter and display tickets based on conditions. |
| Mass actions | Mass actions | Execute bulk operations on multiple tickets. |
Ticket Management Functions link
| English | Original English | Description |
|---|
| Companies | Companies | Organize customers by company and manage related inquiries across departments. |
| Contact groups | Contact groups | Group management by attributes for efficient segment handling. |
| Contacts | Contacts | Reference basic information and history to maintain context during staff changes. |
| Departments | Departments | Distribution by department to leverage expertise and speed up responses. |
| Tags | Tags | Labels used for ticket classification and search. |
| Custom fields | Custom fields | Add custom input fields tailored to your business needs. |
CRM Features link
| English | Original English | Description |
|---|
| Customer info panel | Customer info panel | Displays detailed customer information during interactions. |
| Interaction history | Interaction history | Displays all past interaction history in chronological order. |
| Customer notes | Customer notes | Records internal notes about customers. |
Call Center Features link
| English | Original English | Description |
|---|
| Interactive Voice Response | Interactive Voice Response | Automatic voice response to route customers to appropriate departments. |
| Call recording | Call recording | Records call content for quality management and training. |
| Internal calls | Internal calls | Internal calling function between agents. |
| Call transfers | Call transfers | Transfer calls to other agents or departments. |
| Callback | Callback | Manages callback requests from customers. |
Automation Features link
| English | Original English | Description |
|---|
| Rules | Rules | Settings to automatically execute actions based on conditions. |
| Triggers | Triggers | Starts automatic processing when specific events occur. |
| Service Level Agreement | Service Level Agreement | Sets response time targets and monitors compliance. |
| Auto-responder | Auto-responder | Automatically sends confirmation emails upon receipt. |
| Spam filter | Spam filter | Automatically identifies and classifies spam emails. |
| Time rules | Time rules | Automatically executes actions based on elapsed time. |
Customer Portal link
| English | Original English | Description |
|---|
| Knowledge base | Knowledge base | Publishes FAQs and manuals to promote customer self-service. |
| Contact forms | Contact forms | Customizable inquiry input forms. |
| Forums | Forums | Community feature for customer-to-customer information exchange. |
| Suggestions | Suggestions | Collects and manages improvement suggestions from customers. |
| Ticket submission | Ticket submission | Allows customers to submit their own inquiries. |
Reports & Analytics link
| English | Original English | Description |
|---|
| Dashboard | Dashboard | Screen to view key metrics at a glance. |
| Agent reports | Agent reports | Analyzes performance by agent. |
| Department reports | Department reports | Analyzes response status by department. |
| Channel reports | Channel reports | Analyzes inquiry trends by channel. |
| Tag reports | Tag reports | Analyzes inquiry trends by tag. |
| SLA reports | SLA reports | Checks SLA compliance status. |
Gamification link
| English | Original English | Description |
|---|
| Badges | Badges | Titles awarded based on achievements. |
| Levels | Levels | Ranks that advance based on performance. |
| Leaderboard | Leaderboard | Displays agent rankings. |
Security link
| English | Original English | Description |
|---|
| Two-factor authentication | Two-factor authentication | Additional authentication during login for enhanced security. |
| IP restrictions | IP restrictions | Restricts source IPs to manage access. |
| Audit log | Audit log | Records operation history for traceability. |
| GDPR compliance | GDPR compliance | Complies with General Data Protection Regulation. |
