Glia Glossary

Updated at August 11th, 2020

This is a auto-generated Article of all your definitions within the glossary.

Glossary

This is a auto-generated Article of all your definitions within the glossary.

  • AI Engine

    A link between the Glia platform and the conversational AI (a bot), used to power one or more virtual operators or operator assistants.

  • AI Engine Type

    The AI service provider that is used for creating AI engines: IBM Watson, Amazon Lex, Google Dialogflow, etc.

  • Business Rule

    An expression in the form of "when a certain event happens and the specific conditions are satisfied then execute given actions" that is used by businesses to run custom logic. The events are mainly related to visitor’s activities on the business’s website, such as filling a form or clicking on an element.

  • Call Visualizer

    A module that enables the handling of phone-first engagements.

  • CoBrowsing

    A type of interaction between the visitor and the operator where the operator can see in real-time what the visitor is doing on the website and can help the visitor by navigating, pointing to elements, filling in forms, etc.

  • Engagement

    A series of one or more engagement legs connected by transfer.

  • Engagement Leg

    An interaction between visitor, host operator and zero or more guests; may involve the use of one or more media and/or CoBrowsing. The first leg of an engagement is initiated by engagement request, the subsequent legs by transfer requests.

  • Engine

    A link between the Glia platform and the conversational AI (a bot), used to power one or more virtual operators or operator assistants.

  • Glia Hub

    The web application for accessing the Glia platform. Used by operators, managers, and other business’s staff.

  • Guest

    An operator (engagement participant) that was added to engagement leg by host operator.

  • Host Operator

    Or: Host. The operator who is responsible for a given engagement leg. Host can be changed using transfer.

  • Media

    The means for communication used by visitor, operator, or virtual assistant.

  • Operator

    A person working for the business or a virtual assistant whose main job is to serve visitors.

  • Operator Assistant

    A bot whose purpose is to assist the (human) operator in an engagement.

  • Proactive Engagement

    An engagement that was requested by the operator.

  • Queue

    A means for segmentation and advanced routing of visitors to the operators and virtual assistants, as well as for defining the behavior of many other aspects such as which Applets are shown to the operator.

  • Reactive Engagement

    An engagement that was requested by the visitor.

  • Site

    One or more websites the business wants to use Glia platform for and makes use of the shared pool of operators, business rules, queues and settings across these websites.

  • Team

    A group of operators or virtual assistants who are assigned to serve one or more queues.

  • Transfer

    Handover of the engagement from one host operator to another. Each transfer creates a new engagement leg.

  • Virtual Assistant

    A bot whose purpose is to serve visitors similarly to (human) operators.

  • Visitor

    A customer of a business who visits the business’s website or other digital properties and potentially needs assistance from the business’s staff when doing this.

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