Glossary

Abandonment rate: in the web context, the abandon rate is the percentage of people who stopped performing a task they initiated such as purchasing online or filling a form.

Applet: an applet is a program written in the Java programming language that can be included in an HTML page.

Call centre: is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming inquiries from consumers and outgoing calls for telemarketing, clientele, product services.

Click to call: is a form of Web-based communication in which a person clicks an object to request an immediate connection by phone with another person.

Click to chat: is a form of Web-based communication in which a person clicks an object to request an immediate connection via instant messaging with another person.

Click to video: is a form of Web-based communication in which a person clicks an object to request an immediate connection via an integrated video with another person.

Co-browsing: in the context of web browsing, is the joint navigation through the Internet by two or more people accessing the same web pages at the same time.

Conversion rate: In internet marketing, conversion rate is the ratio of visitors who convert casual content views or website visits into desired actions based on subtle or direct requests from marketers, advertisers, and content creators.

Executable: In computing, an executable file causes a computer "to perform indicated tasks according to encoded instructions",  as opposed to a data file that must be parsed by a program to be meaningful.

Monitoring: technical tool used to watch traffic or the functioning of a complex system