Affinity rules

Settings that establish relationships between virtual machines. Can also be expressed as 'anti-affinity' rules.

Agent

A user of the unblu agent desk. Usually a representative of the company that offers collaboration services on their web site.

Admin desk

The agent desk. The interface where agents and supervisors and admins do their daily work.

Agent desk

The graphical interface where agents control sessions and engage with visitors. The workspace where the daily work gets done, and where processes can be define and parameters configured.

API

An Application Programming Interface (API) is a set of subroutine definitions, protocols, and tools for building application software. When used in the context of web development, an API is typically defined as a set of Hypertext Transfer Protocol (HTTP) request messages, along with a definition of the structure of response messages, which is usually in an Extensible Markup Language (XML) or JavaScript Object Notation (JSON) format. See Wikipedia

APIKey

A code passed by computer programs calling an application programming interface (API) to identify the calling program, its developer, or its user to the Web site. The API key acts as both a unique identifier and a secret token for authentication, and has a set of access rights on the API associated with it.

Assigned agent

The main (or 'responsible') agent in a Conversation: The agent who either answers a Conversation request from the Queue or who starts the Conversation using 'Join' (PIN) or 'Show'.

Avatar

Graphical representation of entity (e.g., User, Account, Named Area)

Blob

A Binary Large OBject (BLOB) is a collection of binary data stored as a single entity in a database management system. Blobs are typically images, audio or other multimedia objects, though sometimes binary executable code is stored as a blob. See Wikipedia

Canned responses

Allows agents to prepare reusable short scripts and standard responses.

Chat

Both visitor and agent can enter text into a box then send that text to each other.

Cloud

A type of Internet-based computing that provides shared computer processing resources and data to computers and other devices on demand. It is a model for enabling ubiquitous, on-demand access to a shared pool of configurable computing resources (e.g., computer networks, servers, storage, applications and services) which can be rapidly provisioned and released with minimal management effort. See Wikipedia

Cluster

Multiple computers (nodes) working together as if they were a single system.

Co-browsing

The joint navigation through the World Wide Web by two or more people accessing the same web pages at the same time.

Co-visitor

The Support or Sales agent providing assistance to the visitor. We also call the co-visitor an "agent". (Also; supporter, consultant.)

Collaboration Session

A collaboration session represents a collaboration 'space' where multiple participants can collaborate. Collaboration here refers to any combination of collaboration features such as chat, embedded co-browsing, universal co-browsing, mobile co-browsing or document sharing. The term Collaboration Session must not be confused by the general term 'session' which sometimes refers to an individual users web session (identified by the x-unblu-session cookie).

Configuration files

Configuration files, or config files configure the parameters and initial settings.

Container

Lightweight, standalone, executable package of software that includes everything needed to run an application: code, runtime, system tools, system libraries and settings.

Context person

The main visitor within the Conversation. (The visitor who pressed the 'chat' button to initiate a Conversation, or the visitor who redeemed a PIN.)

Context sharing

Current visitor browser information is kept intact when the agent creates the session.

Conversation

The persistent communication channel(s). All activity that has happened and may be happening between the visitor and your agent(s). A Conversation = The sum of all sessions.

DNS

A hierarchical decentralized naming system for computers, services, or other resources connected to the Internet or a private network. See Wikipedia

Docker

An open-source project that automates the deployment of applications inside software container: Contains everything it needs to run: code, runtime, system tools, system libraries – anything you can install on a server. This guarantees that it will always run the same, regardless of the environment it is running in. See Docker site

Docker Hub

A cloud-based registry service which allows you to link to code repositories, build your images and test them, stores manually pushed images, and links to Docker Cloud so you can deploy images to your hosts. See Docker Hub

Document co-browsing

Using Universal Co-browsing two or more people can browse the same documents.

Document sharing

Uploading documents for sharing with other participants.

DOM

An object-oriented representation of the web page, which can be modified with a scripting language, such as JavaScript. See W3.org - What is the Document Object Model?

Domain

A distinct subset of the Internet with addresses sharing a common suffix or under the control of a particular organization or individual. See Webopedia

Domcap

Capture the Dom. In unblu this means using embedded co-browsing.

EAR

Enterprise Application aRchive: A Java archive (JAR) file format used to package modules as single archive files to ensure the coherent deployment of different modules to application servers. EAR uses enclosed Extensible Markup Language (XML) files, or deployment descriptors, to describe module deployment. See Wikipedia)

Element

A placeholder that allows a Web page to hold or display data. (An element or a node of type element returned by a member of the DOM API.)

Embedded Co-browsing

Embedded co-browsing captures the visitor browser Document Object Model (DOM) within a defined domain scope. Ensures that the agent browser never has to access the organization backend. All communication with the agent browser is done through the unblu server and the unblu server only ‘sees’ the objects that have been previously uploaded by the filter.

Failover

Ability to automatically switch to a secondary system, with minimal impact on users, if the first system should fail.

Filter

(AKA SecureFlow Manager) A computer program or subroutine to process a stream, producing another stream. While a single filter can be used individually, they are frequently strung together to form a pipeline. When the unblu Filter is configured (within such a pipeline) to secure unblu requests for dynamic, or otherwise protected resources, it can be called the SecureFlow Manager (although the unblu Filter may also, simultaneously, serve a number of differing, non-security-related functions).

Flap

(Or 'Offline Flap') The little tab that the visitor can click on to start a dialog that will send them to the queue or enable them to start a Conversation.

Headless browser

A headless browser is a web browser without a graphical user interface. See Wikipedia

Hierarchy

A system of ranking and organizing things or people, where each element of the system (except for the top element) is subordinate to a single other element.

Hop

A hop is one portion of the path between source and destination. Data packets pass through bridges, routers and gateways as they travel between source and destination. Each time packets are passed to the next network device, a hop occurs. A "double hop" usually has twice the latency of a single hop.

Horizontal scaling

Growing the number of nodes in the cluster using processing units or physical machines.

Identity Propagation

Identity propagation is the replication of authenticated identities through multiple business systems and processes.

JAR

A JAR (Java ARchive) is a package file format typically used to aggregate many Java class files and associated metadata and resources (text, images, etc.) into one file for distribution.JAR files are archive files with which include a Java-specific manifest file. They are built on the ZIP format and typically have a .jar file extension.

Java Naming and Directory Interface (JNDI)

A Java API for a directory service that allows Java software clients to discover and look up data and resources (in the form of Java objects) via a name. See https://en.wikipedia.org/wiki/Java_Naming_and_Directory_Interface

JEE

Java Platform, Enterprise Edition or Java EE is a widely used computing platform for development and deployment of enterprise software (network and web services). See http://www.oracle.com/technetwork/java/javaee/overview/index.html

Joint view vs Sharing

A "joint view" of a document means that all co-browsing participants are able to see the same document at the same time. Navigation, scrolling, clicking, etc., are updated for all participants, simultaneously. "Sharing" a document means that all participants of a co-browse session can receive the same document. This could be a Word or PDF document that all participants are able to view on their respective desktops.

JSAPI

Java Servlet Application Programming Interface.

JSON

JavaScript Object Notation (see http://www.json.org).

Kafka

Distributed, real-time, data pipeline and streaming platform. See https://kafka.apache.org/

Kubernetes

Open-source container-orchestration system for automating deployment, scaling and management of containerized applications. See What is Kubernetes.

LiveView Chat

Provides a secure, visual representation of the visitor browser. Fundamentally the most secure option as it is impossible for agents to manipulate the visitor's browser, nor to control the visitor's pointing device.The agent can only watch and chat.

Named Area

A 'quasi-domain' defined by adding tags to your existing web pages. Named areas can be constructed using pages from any registered (in unblu) domain.

Node

In Kubernetes/Openshift a Node is a worker machine; can be a virtual or a physical machine: Nodes run pods. OR (in the DOM): The primary data type for the entire DOM. A node can be an element node, an attribute node, a text node, or any other of the node types. (A node is the generic name for any type of object in the DOM hierarchy.)

Offline Flap

(Or Flap) The little tab that the visitor can click on to start a dialog that will send them to the queue or enable them to start a Conversation.

On-premises

An 'on-site' integration. That is: Not a cloud integration (unless the customer implements their own cloud solution).

OpenAPI Specification

An OpenAPI Specification (OAS) describes a RESTful API in a standardized and programming language-agnostic manner.

Openshift

Open-source container-application platform developed by Red Hat, based on Docker containers and Kubernetes. See What is Openshift? (Video).

PIN

Or PIN code: The identifier that matches visitor with co-visitor and brings them together into a co-browsing session. This identifier typically has 4 digits and is given to the visitor by the agent. Typically, the agent gives the visitor the PIN code over the phone. The visitor then enters the code to start the co-browsing session. (Also: token, security number, pin)

Pod

A group of one or more containers (such as Docker containers), with shared storage/network, and a specification for how to run the containers. See What is a Pod? for more.

Privacy mode

In private mode the other party can no longer follow activity. Useful when clients want the agent's view masked.

Remote Blob Store

Allows you to store metadata separately from the physical file or Binary Large Object (BLOB).

Resource History

The Resource History replicates resources in order that the agent can see everything in the visitor browser.

RESTful

Or REST: (Representational State Transfer). Relies on a stateless, client-server, cacheable communications protocol. A set of principles that defines how Web interoperability standards can be used. Any interface between systems using HTTP to obtain data and generate operations on that data in all possible formats, such as XML and JSON. See Wikipedia.

Reverse proxy

A type of proxy server that retrieves resources on behalf of a client from one or more servers. These resources are then returned to the client like they originated from the proxy server itself. A reverse proxy is an intermediary for its servers to be contacted by any client. See Wikipedia.

Secondary agent

Any agent in the Conversation other than the Assigned agent.

Secondary visitor

Any visitor(s), other than the Context person, invited into a Conversation.

SecureFlow Manager

SecureFlow Manager = the unblu Filter, configured specifically (using unblu core libraries) to enable the secure flow of dynamic and/or protected resources.

Servlet Container

A java enterprise edition servlet container, such as Tomcat or any other compliant standard. Servlet Container = Servlet Engine = Web Container.

Servlet Engine

Servlet Engine = Servlet Container = Web Container.

Session forwarding

Allows all agents, regardless of role, to forward sessions to either another agent or another team.

Snippet

A small region of re-usable source code, machine code, or text. Pasting the unblu snippet into a web page enables the page for unblu services.

SSL

Secure Sockets Layer is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and secure.

SSO

Single sign-on: A user logs in with a single ID and password to gain access to a connected system or systems without using different usernames or passwords. See Wikipedia. SSO can be implemented in unblu using Identity Propagation.

Swagger

Former name of the OpenAPI Specification.

TCP

The Transmission Control Protocol (TCP) is one of the main protocols of the Internet protocol suite. TCP provides reliable, ordered, and error-checked delivery of a stream of data between applications running on hosts communicating on an IP network. See Wikipedia.

Trusted header

Applications that use trusted headers determine user access by evaluating user identification data that they receive from the identity router. This data is provided in messages containing HTTP headers that the application trusts.

Universal Co-browsing

Where a headless browser runs on our server inside the rendering service and we render the graphical output to both the agent and visitor.

Vertical scaling

Adding more hardware (CPU/RAM/Disk) to your system.

Video chat

Allows the agent and visitor the possibility to see and talk to each other in real time.

Virtual Users

A virtual user is a user identity that is propagated to unblu using identity propagation. This means that unblu does not have any local information about that user (in the built in user directory) but fully trusts the system that propagates the user identity.

Visitor

The user requiring co-browsing for assistance (client, end-user, recorder). 'Recorder' means the visitor's browser is "recording" the Document Object Model (DOM).

WAR

A WAR file (or Web application ARchive is a JAR file used to distribute a collection of JavaServer Pages, Java Servlets, Java classes, XML files, tag libraries, static web pages (HTML and related files) and other resources that together constitute a web application.

Web API

In unblu the Web API offers REST-(like) services + Webhooks.

Web Container

A java enterprise edition servlet container, such as Tomcat or any other compliant standard. Web Container = Servlet Engine = Servlet Container.

WJAR

A '.WAR' file: Called a WJAR because it is a a valid .war file but can also be started directly as if it were a jar file (with something like java -jar unblu.war).

YAML

Human-readable data serialization language. Commonly used for configuration files. Named as a recursive acronym: (YAML Ain't Markup Language).

Zookeeper

Centralized service for maintaining configuration information, naming registry, distributed synchronization. See https://zookeeper.apache.org/

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