eBanqo Definitions
Comprehensive definitions of key terms and concepts used throughout the eBanqo platform. Understanding these terms will help you make the most of our advertising and customer engagement tools.
Active Chats
Active Chats refers to a section where all real-time chat engagements can be viewed
Ads to Chat
A feature that converts advertising clicks into immediate chat conversations, allowing potential customers to engage directly from ad interactions.
Agent Activities
Metrics and logs tracking support agents' actions, including response times, conversation handling, and task completion.
Auto Assign
This feature automatically assigns a customer to an agent depending on the nature of their request
Billing History
This is the entire overview of your subscription payments.
Broadcast Messages
Mass communications sent simultaneously to multiple customers or users, typically for announcements, updates, or marketing campaigns.
Canned Replies
Pre-written responses that agents can quickly insert during conversations to address common questions or scenarios efficiently.
Chatbot
A virtual assistant that uses automated messages to answer questions, help users, or guide them through tasks on websites or apps.
Conversations by Channel
This is a filter to view all chat conversations by each channel.
Dashboard
This is where reports and data are displayed
Dynamic FAQs
Frequently asked questions that automatically update or change based on user behavior, preferences, or new information, so users see the most relevant answers first.
Escalation
This is a feature that allows an agent to raise and transfer a chat conversation to another agent who would be better suited to assist the customer.
FAQs
This is a collection of Frequently Asked Questions that provide quick answers to common customer inquiries.
Failed Responses
Metrics and logs tracking support agents' actions, including response times, conversation handling, and task completion.
Generative AI/Gen AI
A type of artificial intelligence that can create new content like text, images, videos, or audio based on the data it was trained on.
Help Centre
A self-service support page where users can find answers to common questions, guides, and troubleshooting tips about a product or service.
Inbox
This is where support tickets by an agent and the business are stored.
Knowledge Base FAQs
These are FAQs stored in a searchable database that provide detailed answers and support content.
Listed FAQs
Publicly visible FAQs that are organized and displayed for customers to browse by category or topic.
Open Chats
Conversations that are still ongoing and haven't been resolved or closed.
SLA
Service Level Agreement is a written promise between a service provider and a customer that defines the expected quality and speed of service.
Support Sessions
This is the total time an agent has spent on the platform.
Support Queue
This is where incoming conversations are displayed after being transferred to an agent.
Support Queue Drop Off
This shows when a customer leaves or abandons the support queue before being assisted.
Tags
Labels or keywords added to conversations or tickets to help categorize, filter, or track them.
Ticketing
A system used to track, manage, and resolve customer issues or requests by assigning each one a unique ID (ticket) for easy follow-up and organization.