Resources

Glossary

Definitions for Common and Uncommon Terms

CSR? IVR? Here you’ll find a glossary of our terms. Consider it a FAV---Frequently Appearing Vocabulary.

Active Queue
An Active Queue system automatically routes inbound visitor requests to available agents. Thus, the queue of inbound requests is actively assigned by the SiteAcuity system. See Passive Queue.

Agent - same as CSSR, CSR, Rep
A point of contact for potential and current customers. Agents communicate with visitors by phone, email, or live chat (i.e., instant messaging) for the purpose of completing a sales transaction or providing support for a previously closed sales transaction. Some Agents work in large, structured Contact Centers, and some work in smaller, more virtual call center operations.

ASP - same as Hosted, On-Demand, SaaS
A software application delivery model where a software vendor develops a web-native software application and hosts and operates (either independently or through a third-party) the application for use by its customers over the Internet. Customers do not pay for owning the software itself but rather for using it. They use it through an API accessible over the Web and often written using Web Services or REST. The term SaaS has become the industry preferred term, generally replacing the earlier terms Application Service Provider (ASP), On-Demand and "Utility computing". (Source: Wikipedia) SiteAcuity’s products are available as ASP.

Call-in
A visitor who phone calls a company or agent directly, as opposed to contacting an agent through the Contact Portal.

Clickstream
A data record that shows what a user clicks on while browsing a website (i.e., a list of sequential clicks). This data is of great interest to marketers because it shows what visitors are doing on their Websites (i.e., the products they are looking at, items they are purchasing, etc.), and where those visitors came from.

Click-to-Call – same as Click-to-Talk
A type of visitor-to-agent communication where the visitor makes a request for the system to call the visitor with a live agent on the line.

Click-to-Chat – same as Click-to-Text
A type of visitor-to-agent communication where the visitor makes a request for the system to connect the visitor with a company rep using live (i.e. real-time) chat or instant messaging.

Click-to-Talk – same as Click-to-Call
A type of visitor-to-agent communication where the visitor makes a request for the system to call the visitor with a live agent on the line.

Click-to-Text – same as Click-to-Chat
A type of visitor-to-agent communication where the visitor makes a request for the system to connect the visitor with a company rep using live (i.e. real-time) chat or instant messaging.

Contact Center
A department within a client’s company that provides sales, customer service, and/or technical support to visitors by phone, email, or live chat. Traditionally, Contact Centers have been large, specialized departments. Today, many Contact Centers are taking shape as smaller, less formal operations that consist of a handful of agents with multiple responsibilities. SiteAcuity products cater to both types of Contact Centers.

Conversion
A marketing term used to denote the percentage of visitors who take a desired action (e.g., follow an ad, click a link, become a lead, make a purchase, etc.). Most commonly calculated as: Conversion = (Number of people taking a desired action) / (Total number of visitors).

Cookie
A random string of software code that is placed on a visitor’s computer by a Web server. The code identifies the visitor’s computer by the Web server only when subsequent visits are made. The cookie is used to provide personalization features to the visitor and is usually designated as "My [Web site]" Page. The cookie is used in site measurement to identify unique visitors.

CRM (Customer Relationship Management)
Software that is used by sales professionals to track sales leads, store useful information on customers and potential customers, etc.

CSR (Customer Service Representative)— same as Agent, CSSR, Rep
A point of contact for visitors or customers. CSRs communicate with visitors by phone, email, or live chat (i.e., instant messaging) for the purpose of providing support or assistance with an existing product or service. Some CSRs work in large, structured Contact Centers, and some work in smaller, more virtual call center operations. 

CSSR (Customer Sales and Service Representative) — same as Agent, CSR, Rep
A point of contact for potential and current customers. CSSRs communicate with visitors by phone, email, or live chat (i.e., instant messaging) for the purpose of completing a sales transaction or providing support for a previously closed sales transaction. Some CSSRs work in large, structured Contact Centers, and some work in smaller, more virtual call center operations. 

Dashboard
The SiteAcuity application default landing page that displays key performance information that relates to the current user such as “My avg. time per visitor today,” “Center’s avg. time per visitor today,” etc. The information that displays on the dashboard varies based on the user’s assigned role.

Device ID
A unique numeric code that identifies a distinct digital device (computer, PDA, Blackberry, cellular phone, etc) as a recognizable visitor to a website.

Hosted - same as ASP, On-Demand, SaaS
A software application delivery model where a software vendor develops a web-native software application and hosts and operates (either independently or through a third-party) the application for use by its customers over the Internet. Customers do not pay for owning the software itself but rather for using it. They use it through an API accessible over the Web and often written using Web Services or REST. The term SaaS has become the industry preferred term, generally replacing the earlier terms Application Service Provider (ASP), On-Demand and "Utility computing". (Source: Wikipedia) SiteAcuity’s products are available as Hosted.

Human Touch
SiteAcuity’s tagline which refers to the result when giving your customers and site visitors the ideal sales and service experience – including access to a real person. SiteAcuity’s live text chat, click-to-talk, and enhanced call-in solutions provide for more personalized, helpful visitor interactions.

Instant Messaging - same as Live Chat, Live Text, Text Messaging
A Web delivered service that allows businesses to communicate in real time with visitors to their Web site. Live support applications are typically based on Instant Messaging or “Chat” interfaces, and are commonly used to provide immediate customer support and information to clients and customers.

Integrated Marketing
A management concept that is designed to make all aspects of marketing communication such as advertising, sales promotion, public relations, and direct marketing work together as a unified force, rather than permitting each to work in isolation. (Source: Wikipedia)

Interaction Functions
The ways in which website visitors and agents communicate with each other. If a client has Site-to-Phone Standard or higher, then the visitor clicks on that client’s Visitor Code link (or another link defined by the client), to go to the Contact Portal. At that point, the visitor and agent can begin communicating with each other by phone, live chat, or email.

IVR (Interactive Voice Response)
Phone technology that allows a computer to detect voice and touch tones using a normal phone call. IVR systems can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. Also referred to as “menu-based”.

Knowledge Base
Any kind of file or database that contains information that is helpful to agents, such as product catalogues, troubleshooting guides, etc.

License
A legal agreement that covers topics such as copyright infringement, user permissions, user rights, user restrictions, and patent law. In order to use our software, the client must read and agree to the license agreement included with the software.

Live Chat – same as Instant Messaging, Live Text, Text Messaging
A Web delivered service that allows businesses to communicate in real time with visitors to their Web site. Live support applications are typically based on Instant Messaging or “Chat” interfaces, and are commonly used to provide immediate customer support and information to clients and customers.

Live Text – same as Instant Messaging, Live Chat, Text Messaging
A Web delivered service that allows businesses to communicate in real time with visitors to their Web site. Live support applications are typically based on Instant Messaging or “Chat” interfaces, and are commonly used to provide immediate customer support and information to clients and customers.

Marketing Intelligence
SiteAcuity’s tagline which refers to channel tracking and analytics that give companies insight into their e-business and beyond. SiteAcuity’s comprehensive dashboards and reports correlate marketing campaigns and site traffic with offline lead generation, sales and service requests through our patent-pending Visitor Code Technology™.

Multi-channel Marketing
Marketing using many different marketing channels to reach a customer. In this sense, a channel might be a retail store, a web site, a mail order catalogue, or direct personal communications by letter, email or text message. The objective of the company doing the marketing is to make it easy for a consumer to buy from them in whatever way is most appropriate. (Source: Wikipedia)

On-Demand - same as ASP, Hosted, SaaS
A software application delivery model where a software vendor develops a web-native software application and hosts and operates (either independently or through a third-party) the application for use by its customers over the Internet. Customers do not pay for owning the software itself but rather for using it. They use it through an API accessible over the Web and often written using Web Services or REST. The term SaaS has become the industry preferred term, generally replacing the earlier terms Application Service Provider (ASP), On-Demand and "Utility computing". (Source: Wikipedia) SiteAcuity’s products are available as On-Demand.

On-Premise
A software application delivery model where software is installed on the premises (in the building) of the person or organization using such software. SiteAcuity’s products will be available as On-Premise in 2008 and require special licensing agreements.

Page Tagging
The technical process by which we use Web Page Tags consisting of embedded Java code to identify returning visitors, log the source page that the visitor came from, collect click-stream data, and transmit all this information to our servers. This data is then made available to our clients for real-time call management, and batch analytics & reporting.

Passive Queue
A Passive Queue System does not actively route inbound visitor requests, but instead simply places all inbound requests into a simple queue from which client agents pro-actively go in and pull out the next appropriate/desired visitor. Thus, the visitor requests are passively queued. See Active Queue.

Click-to-Call, Click-to-Talk
A type of visitor-to-agent communication where the visitor makes a request for the system to call the visitor with a live agent on the line.

Real-time Communication
The process of communicating with minimal data, analysis and action latency.  In a modern sense it has evolved to mean immediate communications, as seen with standard telephone, chat, and e-mail systems.

Rep - same as Agent, CSR, CSSR
A point of contact for potential and current customers. Reps communicate with visitors by phone, email, or live chat (i.e., instant messaging) for the purpose of completing a sales transaction or providing support for a previously closed sales transaction. Some Reps work in large, structured Contact Centers, and some work in smaller, more virtual call center operations.

SaaS (Software-as-a-Service) same as ASP, Hosted, On-Demand
A software application delivery model where a software vendor develops a web-native software application and hosts and operates (either independently or through a third-party) the application for use by its customers over the Internet. Customers do not pay for owning the software itself but rather for using it. They use it through an API accessible over the Web and often written using Web Services or REST. The term SaaS has become the industry preferred term, generally replacing the earlier terms Application Service Provider (ASP), On-Demand and "Utility computing". (Source: Wikipedia) SiteAcuity’s products are available as SaaS.

Seat
For SiteAcuity products, a single concurrent user for a defined SiteAcuity product at a client worksite. The number of licensed seats for each SiteAcuity product determines the maximum number of concurrent users that may be logged in to that product at any given time.

SMB (Small and Medium Enterprise) - same as Small or Medium Enterprise (SME)
Companies whose headcount or turnover falls below certain limits. The US currently defines a small business as having less than 100 employees, and a medium business as having less than 500 employees.  (Source: Wikipedia)

SME (Small and Medium Enterprise) - same as Small or Medium Business (SMB)
Companies whose headcount or turnover falls below certain limits. The US currently defines a small business as having less than 100 employees, and a medium business as having less than 500 employees.  (Source: Wikipedia)

Text Messaging – same as Instant Messaging, Live Chat, Live Text
A Web delivered service that allows businesses to communicate in real time with visitors to their Web site. Live support applications are typically based on Instant Messaging or “Chat” interfaces, and are commonly used to provide immediate customer support and information to clients and customers.

Visitor Code (VCode)
A unique identification code created dynamically by our servers via the Visitor Code Tag. This tag identifies a unique cookie for each visitor. That cookie, in turn, identifies a visitor by the combination of their device, browser, and desktop profile. See also "Visitor Codes" in the CCA User Guide. Learn more >

Visitor Code Technology™
Visitor Code Technology™ from SiteAcuity identifies and tracks unique visitors to your website, and enables powerful new ways of correlating campaigns and web traffic with contact center activity (offline sales and service through live reps) and more. Learn more >

Web Analytics
The use of data collected from a web site to determine which aspects of the website work towards the business objectives; for example, which landing pages encourage people to make a purchase. This data is typically compared against key performance indicators for performance, and used to improve a web site or marketing campaign's audience response. (Source: Wikipedia)

If there is key information that you’d like to see, please email info@siteacuity.com.

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