Glossary

TERM
DESCRIPTION

Active Agent

A liveConnect Agent who has completed the sign up and verification processes

Administrator

A liveConnect service administrator is responsible for configuring the widget appearance, service features, tags, and accounts for agents.

Agent

A company employee who is responsible for answering service requests through the web-based agent dashboard.

Android liveConnect SDK

The combination of LiveConnectSDK, LiveConnectUIKit,
M800SDK, and PhoneVerificationSDK

Application Identifier

A unique identification label provisioned by M800 for an application

Application Key

A unique key provisioned by M800 for an application to initialize the SDK. It is unique for each platform.

Application Secret

A string generated by M800 to verify the application

App widget

A button-shaped visual element that is embedded on a mobile application and used to contact the agents and open a tag.

Audio note

An audio record that can be shared between an agent and an end user in an IM chat window

Carrier Name

A unique identification label that is provisioned by M800 for an application domain

Developer Key

A unique cross-platform key provisioned by M800 for an application to initialize the SDK

Developer Secret

A string generated by M800 to verify the application when using M800’s HTTP API

Device Model

The platform of the device utilized by the web visitor in accessing the liveConnect widget.

Directory

A list of available tags that can be opened through the app widget

Dual-tone Multifrequency (DTMF)

A signal to the phone company that is generated when pressing an ordinary telephone's touch keys

Embedded Mode

A liveConnect application with LiveConnectSDK core framework only

File sharing

A feature to share various files with an agent

First time visitor

A new visitor who contacts a liveConnect agent for the first time

Inquiry List

A list containing all the inquiries that are considered as new session. Once an agent picks up the session, it will transfer from inquiries list to recent chats list.

JavaScript Object Notation (JSON)

Human-readable text format that is built on a group of name/value combinations wherein applied conventions are commonly utilized by Python, Java, C, and Perl developers.

JID

Jabber Identifier. A unique identifier for end users

LiveConnect Web Portal

A comprehensive web interface tailored for the enterprise administrator to manage user roles and for agents to provide service information and resolve end user issues. Also known as the Web Dashboard.

LiveConnectSDK

A collection of methods and classes that covers the business logic and the management of inquiries and instant messaging

LiveConnectUIKit

A wrapper library implemented for LiveConnectSDK to enable the creation of a standalone app or build a customized app that allows extension of the default user interface with its own business logic screens

M800 Artifactory

A repository that maintains all M800 release frameworks

M800SDK

A liveConnect base technology that provides user authentication, notification, localization and logging services.

M800Verification

A collection of methods and classes designed to ensure that the user identity verification process is established prior to the accessibility of the mobile app functions

Metadata

Structured information that is essential to data application and data management. Data supplying supplementary information with reference to one or more attributes of the data.

Mobile Widget

Integrated into the customer's mobile application and seen by the end users (app visitors) as a visual element, in the shape of a button that will appear in customer's mobile application for end users to contact the agents.

Not Active Agent

A liveConnect Agent who has not completed the sign up and verification processes

Off-net call

A call that is made to a different network. For instance, a VoIP call placed between application and a regular phone line (VoIP-to-PSTN/mobile) assigned to your agents, or a dedicated call center. It relies on the data connection of the mobile device

On-net call

A call that is made to the same network. For instance, a VoIP call placed between an application and an agent who uses a web portal (VoIP-to-VoIP). It relies on the data connection of the mobile device.

Phone Number Verification

A service that requires end users to provide their phone number as part of the first time use of the app widget. The phone number verification procedure that validates that the phone numbers provided by the end users are the same as the ones used on their devices.

PhoneVerificationSDK

A collection of methods and classes designed to ensure that the user identity verification process is established prior to the accessibility of the mobile app functions

Pre-chat Survey

Survey intended for users to obtain more information

Return Visitor

A visitor who had previous communication with a liveConnect agent and established a binding connection with a liveConnect agent

Security Sockets Layer (SSL) Certificate

A digital certificate consisting of hostname, corporate name, address, certificate expiration period, and the issuing authority.

Software Development Kit (SDK)

A set of tools and related instructions that enables developers to both build and add features to a program on a particular platform.

Standalone mode

A liveConnect application containing both LiveConnectUIKit and LiveConnectSDK

Suspended Agent

A liveConnect Agent whose functionalities had been suspended by the liveConnect Admin

Tag

A contact that exists in a list from which agents can choose from and direct their communications to.

User

A person who contacted a liveConnect agent

User Interface (UI)

The aesthetics and usability of a computer application by embedding user-friendly and engaging visual design and elements.

User Interface Mapper (UI Mapper)

A class that maps a user interface to a controlling class’ properties.

Visitor

A person who contacts a liveConnect Agent who has not submitted the pre-chat survey

Voice over Internet Protocol (VoIP)

A technology that enables real time delivery of multimedia and voice signals over Internet Protocol (IP) networks

Web Widget

Embedded on customer's website and seen by the end users (website visitors) as a visual element, in the shape of a button that will appear in customer's website for end users to contact the agents.