Glossary
Use this page as a quick reference for unfamiliar terms you encounter in the app.
Agent A member of your sales or support team who uses Univerx to take customer calls. You are an agent.
Availability Whether you are ready to take calls. In some systems, agents can toggle their availability on or off.
Battlecards A library of pre-written talking points, objection handlers, and product information your team has set up. During a call, you can search and view battlecards using the Battlecards panel.
Call history A log of all past video call sessions. Found in the left sidebar navigation under Call history. Shows session status (Completed, Missed, or Dropped), duration, customer name, agent name, and any recordings or transcripts.
Co-browsing A feature that lets you see the customer’s browser in real time and, with their approval, take control to guide them. Accessed via the Co-browsing floating action button during a call.
Completed (call status) A call that connected successfully and ended normally.
Consent status Whether the customer has agreed to recording. Shown as Granted or Pending in the queue table and during a call. Do not record a call until consent is Granted.
Critical (SLA status) A red badge on a queue entry meaning the customer’s wait time has exceeded your team’s limit. Answer immediately.
Customer queue The list of customers currently waiting for a call on the Dashboard. Each row is one waiting customer. You click Join to start a call with them.
Daily statistics A summary on the Dashboard showing your call activity for the day: calls handled, quotes sent, sales closed, and customers currently waiting.
Dashboard The main screen you see after logging in. It shows the Customer queue, your daily statistics, and quick access to other features.
Disposition A label you assign to a call to record the outcome (for example: “Sale made”, “Follow-up required”).
Dropped (call status) A call that ended unexpectedly, typically due to a connection problem, before it was completed normally.
Form library A collection of forms your team has set up that you can share with customers during a video call. Accessed via the Share form floating action button.
Good (SLA status) A green badge on a queue entry meaning the customer’s wait time is within your team’s target. No urgent action needed.
Join The button in the Customer queue table that starts a video call with a waiting customer.
MFA (multi-factor authentication) An extra security step at login that requires you to enter a code from an authenticator app on your phone, in addition to your password.
Missed (call status) A call where a customer was in the queue but left before an agent joined them. Check Call history and follow your team’s process for missed calls.
Mute Silence your microphone so the customer cannot hear you. Use the microphone icon in the video call toolbar. Always mute when not speaking.
Network status Shown in the status bar at the top of the video call screen. Indicates the quality of your internet connection during the call (for example: Good, Poor, Offline).
Pending (consent status) The customer has not yet responded to the recording consent request. Do not record the call until this changes to Granted.
Pre-call information A panel that opens automatically at the start of a video call. Shows the customer’s details (name, email, phone, company, queue) and their history of previous interactions with your team.
Queue A waiting list of customers who have clicked the video support button on your company’s website. You manage your queue from the Dashboard.
Recording Video and audio capture of a call session. Whether recording is on or off is shown in the status bar at the top of the call screen. Customers must give consent before a call is recorded.
Returning (badge) A badge shown on a customer in the queue or call history indicating that this customer has contacted your team before.
Session ID A unique identifier for each video call session. Shown in the status bar at the top of the call screen (e.g. “Session ID: abc123”). Share this with your IT team when reporting a technical issue.
Session notes A notepad available during a call via the Session notes floating action button. Notes auto-save every 5 seconds. Use this to capture key points during the conversation.
SLA (service level agreement) Your team’s agreed target for how quickly customers should be answered. Reflected in the SLA status badge (Good, Warning, Critical) in the queue table.
VIP (badge) A badge shown on a customer in the queue or call history indicating they have been flagged as a high-priority customer by your team.
Warning (SLA status) A yellow badge on a queue entry meaning the customer’s wait time is getting long. Answer soon to prevent it from becoming Critical.
Wrap-up The steps you take after a call ends: reviewing notes, recording the call outcome, and following up with the customer.