Using three bytes per pixel in a color image. Also called "true color" and "RGB color," up to 16,777,216 colors can be represented in the color palette.
A user who has the authority to create, maintain and monitor one or more groups of CSRs. Administrators can also support Customers directly.
A ticket that has been picked up by a CSR, resolved, and closed by either an Administrator or a CSR.
A ticket that has been picked up by a CSR, resolved, and closed by either an Administrator or a CSR.
An eBLVD account can be co-branded to display the user's company or personal logo, colors, and contact info. When this has been set up, your customers will see your logo and colors, instead of the eBLVD brand when they access eBLVD.
Customer Support Representative. A person who monitors queues for incoming requests, picks up requests and handles customers’ problems.
A web site that provides the user interface for CSRs using the eBLVD Support Center® system. Support tickets can be picked up or generated by CSRs and many incident resolution facilities, such as PC diagnosis and remote control, can be used during the session.
A person who has requested assistance.
A small application that a customer must download and run to conduct a real-time support session using the eBLVD system
(CSR) - A person or technician who provides supportNewsgroups exist on practically every subject. Messages can be posted and read by anyone who has access to that group.
An interactive message box requesting permission from the customer.
A link that a CSR can send to a customer, which, when clicked by the customer, can result in a session being initiated.
The translation of data into a secret code. Encryption is the most effective way to achieve data security. To read an encrypted file, you must have access to a secret key or password that enables you to decrypt it.
Gateway that limits access between networks in accordance with local security policy
A set of parameters that matches the Support Center software to your organizational structure and processes.
see also: global configuration - A set of parameters that matches the Support Center software to your organizational structure and processes.
A small piece of web software that provides the functionality necessary for the CSR to view, diagnose and optionally control the customer's PC.
A picture or symbol that represents an object, task, command, or choice users can select by pointing and clicking with a mouse.
A support ticket initiated by a customer, but has not yet been picked up by a CSR.
A support ticket initiated by a customer, but has not yet been picked up by a CSR.
A ticket that has been picked up by a CSR. The support request is currently being worked on by a CSR.
A ticket that has been picked up by a CSR. The support request is currently being worked on by a CSR.
What the CSR is allowed to attempt to do on the customer’s PC. The customer can always prohibit a CSR’s action.
The act of a CSR starting work on a new ticket.
The place within eBLVD Support Center® from where Administrators perform their functions; defining CSRs; generating reports; and making global configuration changes.
The CSR taking over control of the customer’s PC. The customer’s screen is shown to the CSR and the CSR’s mouse and keyboard control the customer’s PC.
The CSR viewing the screen of the customer’s PC. The CSR can only view the screen, and the CSR’s mouse and keyboard do not control the customer’s PC.
An overview of one of many areas of performance over a specified time period.
The act of a customer requesting support by selecting a menu choice or clicking a link on a web page. The request is seen by the CSR as a new ticket.
The act of a customer requesting support by selecting a menu choice or clicking a link on a web page. The request is seen by the CSR as a new ticket.
Acronym for Return on Investment - a method of measuring the profitability of a company's action(s)
An interactive online session with a customer. The CSR is connected to the customer's PC using the Console Applet and can view, control, transfer files, and chat with the customer in real-time.
A unique 6-digit code generated by a CSR and provided to a customer to enable remote access to the customer's PC.
Secure Sockets Layer, a protocol developed for transmitting private data via the Internet. SSL uses a cryptographic system that uses two keys to encrypt data.
A customizable web address for your company where customers can request assistance from CSRs. The format is: http://support.eBLVD.com/[username].
A list of support tickets found in the CSR Support Center Console.
An interactive online session with a customer. The CSR is connected to the customer's PC using the Console Applet and can view, control, transfer files, and chat with the customer in real-time.
A request for support that has been initiated by a customer. The ticket appears in the queues with a status - New, Open, or Closed.
A secure-site on eBLVD.com where a CSR manages support sessions and performs support actions. The Console can be accessed from any PC on the Internet by any web browser.
An acronym for "Uniform Resource Locator," this is the address of a resource on the Internet.
The unique name assigned to identify your Administrator or CSR account on eBLVD. The username must contain at least 6 letters and/or numbers (the underscore may also be used).
Commonly called a browser. A software application for displaying HTML pages on the World Wide Web. Common browser applications include Microsoft Internet Explorer and Netscape Navigator.
World Wide Web. The graphical Internet hypertext service that uses the HTTP protocol to retrieve Web pages and other resources from Web servers.