Glossary
This glossary defines the terms you will encounter when using the UniverX admin console. Terms are listed alphabetically.
Active A status indicating that a member, queue, widget, or form is live and operational. The opposite is Inactive or Suspended.
Actor In the event log, the actor is the user or system that performed an action. For example, if an admin invited a new member, that admin is the actor.
Admin A role that gives full access to the admin console, except for billing management and organization deletion. See also: Owner, Agent, Viewer.
Agent A team member who handles customer sessions in the UniverX agent interface. Agents do not have access to the admin console. See also: Admin, Owner, Viewer.
Admin console The administrative section of UniverX where you configure your organization. Accessible from the left-hand sidebar after logging in.
Animation speed A widget appearance setting that controls how fast the widget opens and closes. Options: Slow, Normal, Fast.
Billing cycle The period between invoices — either monthly or yearly depending on your subscription plan.
Billing history A tab in the Billing section showing all past invoices with their status and download links.
Border radius A widget appearance setting that controls how rounded the widget’s corners are. Options: None, Small, Medium, Large, Extra large.
Button style A widget appearance setting that controls the shape of the widget’s launch button. Options: Rounded, Square, Pill.
Category In the event log, the category groups events by the area of the system they affect (e.g. Members, Queues, Widgets, Billing).
Domain
The website address where a widget is installed, e.g. yourcompany.com. Each widget is tied to a specific domain.
Domain verification The process of proving that you own the domain where your widget is installed. Methods include DNS verification, file verification, and meta tag verification.
Embed code The HTML/JavaScript snippet you paste into your website to display the UniverX widget. Found in the Embed code tab of each widget’s settings.
Event log An audit trail of all significant actions performed in your organization — who did what and when. Found at Admin console → Event logs.
Form template A reusable pre-call form configuration that you create in the Form builder and link to one or more widgets. Customers fill in this form before connecting to an agent.
Group A collection of team members who share the same permissions. Groups make it easier to assign permissions and queue access to multiple people at once.
Group membership A member’s association with a group. A member can belong to multiple groups.
Inactive A status indicating that a queue, widget, or form template has been paused and is not currently accepting requests or available for use.
Invited A member status indicating that an invitation email has been sent but the member has not yet accepted it and logged in.
Member Any person in your UniverX organization — whether an agent, admin, or viewer.
Maintenance A widget status indicating the widget is temporarily suspended, typically during planned downtime.
Owner The highest role in UniverX. Owners have full access to everything, including billing, subscription management, and organization settings. Every organization must have at least one owner.
Payment method A credit or debit card stored in UniverX for charging your subscription fees.
Permissions Specific capabilities granted to a group that determine what actions group members can perform. Available permissions include: Manage queues, Manage forms, Manage widgets, View analytics, and Manage members.
Position A widget appearance setting that controls where the widget button appears on the page. Options: Bottom right, Bottom left, Top right, Top left.
Pre-call form See Form template.
Queue A channel that routes incoming customer requests to available agents. Each queue has its own members, working hours, and SLA target.
Queue assignment A member’s or group’s association with a queue. Assigned members receive routing requests from that queue.
Role A permission level assigned to each member that determines what they can access. UniverX has four roles: Owner, Admin, Agent, and Viewer.
Seat A user license. Each active member uses one seat. The number of seats determines how many members can be active in your organization.
Severity In the event log, the severity indicates how significant an event is. Levels: Info, Warning, Critical.
SLA (service level agreement) In queue settings, the SLA is the target maximum wait time in seconds before a customer is considered waiting too long. It is used for monitoring and reporting purposes.
Storage usage The amount of storage your organization is using for video call recordings and transcripts.
Suspended A member status that revokes their access to the platform without deleting their data. A suspended member can be reactivated at any time.
Target In the event log, the target is the entity that was affected by an action — for example, the member who was removed or the queue that was edited.
Viewer A role that gives read-only access to the agent interface. Viewers cannot handle customer sessions and cannot access the admin console.
Widget The embeddable button that appears on your website and lets customers start a video call or chat session with your team.
Widget key A unique identifier for each widget, used internally by the UniverX system.
Working hours A queue configuration that sets the days and times when the queue is open to accept customer requests.