Agent
A user of the unblu agent desk. Usually a representative of the company that offers collaboration services on their web site.
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 often acts as both a unique identifier and a secret token for authentication, and will generally have a set of access rights on the API associated with it.
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.
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
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.
Context sharing
Current visitor browser information is kept intact when the agent creates the session.
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.
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.
Filter
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. See Wikipedia)
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 session.
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. See
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
JSAPI
Java Servlet Application Programming Interface.
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.
JSON
JavaScript Object Notation (see http://www.json.org).
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
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 session.
On-premises
An 'on-site' integration. That is: Not a cloud integration (unless the customer implements their own cloud solution).
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)
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.
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.
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.
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.
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).
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