Glossary

An action refers to an operation triggered by the call center agent in response to a customer's request (e.g., creating a coupon or adding/removing a product to/from the cart).

Application; the Intershop Admin Center is an application, the Intershop Customer Engagement Center is another one.

The call center agent is the main actor in the Intershop Customer Engagement Center. The call center agent handles customer service requests via multiple communication channels, and acts and reacts according to a customer's needs with respect to, for example, orders, shipping, or payment matters.

The communication channel refers to the type of communication between the call center agent using the Intershop Customer Engagement Center and the customer, like phone, e-mail, chat, etc.

The Intershop Customer Engagement Center provides basic features designed to help merchants establishing and managing personal contact with their customers. It integrates multiple communication channels that offer one-to-one contact, and provides customers with a quick and easy way of obtaining information and getting help.

Functional component of an app. Each application comes with certain functionalities. For example: Application Management as well as User Management are modules of the Intershop Admin Center app.

The request refers to a single issue cycle within a contact session. A request has a reason, may involve an action, and has a solution.

The solution refers to a documented result of whether and how a customer's request is completed.