Glossary of terms

Glossary of terms

ACD Summary report

The ACD Summary includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat. We recommend grouping this report by operator to see if agents are answering or missing chats when they are assigned. For more information, see ACD Summary report.

Digital DX

Refers to the entire Digital DX Suite. This term is also sometimes used to refer to the live agent functionality within the Digital DX Suite that supports live chat and messaging - that is, the Digital DX Agent functionality.

Web Admin Center

The portal at https://admin.bold360.com that administrators use to manage the live agent environment.

Agent Workspace

The portal at https://agent.bold360.com/ that live agents use to provide customer support and messaging.

AI Console

The portal that administrators and content editors use to work with the knowledge base and configure a chatbot. You must have a Digital DX AI subscription to access this portal. The location of this portal varies depending on your account name and is in the following format: <acount_name>.nanorep.co

Digital DX Suite

The umbrella term for the Digital DX line of products. For an overview of features provided by the individual offerings in the product line, see https://www.bold360.com/pricing.

Digital DX AI

Functionality in the Digital DX Suite that supports chatbots, knowledge base use, and AI-powered self-service. These features were previously provided by a product called "Nanorep"; that name may occur in some places, such as URLs and API names.

Digital DX Agent

This product option provides omni-channel engagement and support without the advantages of AI.

Service

This product option extends the functionality of Digital DX Agent by providing AI-powered chatbot and self-service. The knowledge base stores and serves content to provide a better experience for customers and agents.

  • Agents support customers using the Agent Workspace.
  • Admins manage the live agent environment using the Web Admin Center and manage the knowledge base and chatbots using the AI Console.

Advise

This product option provides AI-based internal support for customer-facing employees, who need quick access to content to help them solve customers' issues. Internal support is available through a Google Chrome widget and a Salesforce app. This product does not include chatbot support.

  • Agents and employees receive internal support directly using Google Chrome or Salesforce.
  • Admins set up the knowledge base using the AI Console.

Acquire

This product option proactively guides your website visitors through personalized shopping experiences. It provides extended integration with sales tools and focuses on helping customers with product discovery and conversion.

Desktop Client

An older version of Digital DX. Desktop Client users download a .NET-based Desktop Client to provide support for customers.

chat widget / chat window

An HTML window, where customers can chat with agents. The Digital DX Agent platform refers to it as "chat window", whereas the Digital DX AI platform refers to it as "chat widget".

escalation

The process of transferring control from a chatbot to a live agent or other support solution when the chatbot is unable to meet customer needs. Ideally, customers will receive the information they need through conversation or search in the Digital DX AI widget. If they do not, you can offer them one or more options using channeling policies to escalate their query. One escalation path is to a live chat.

knowledge base

A repository of answers for the AI to draw upon when responding to customers. This repository may contain information about your products, services, and more. "KB" is often used as an abbreviation for "knowledge base".

Monitor View

A view in the Agent Workspace where you can supervise agents' workload. See How to monitor the chats of your organization.

swimlane

Another name for a panel in the Agent Workspace. A panel may contain a work item (chat, email, message), customer information, canned messages, Smart Advisor, discussion, the transfer panel, or any other custom integration panel.