> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/getting-started/glossary.md).

# Glossary

## Purpose

Provide a common vocabulary for Live Agent Console concepts.

## Terms

| Term                  | Definition                                                                                                                      |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| Agent Workspace       | Main interface where agents receive and manage chats.                                                                           |
| Archived chat         | Historical chat record available for analysis after closure and archival.                                                       |
| Chat                  | One interaction window between an end user and the system.                                                                      |
| Chat record           | Group of one or more chats for the same user journey until closure.                                                             |
| Console Direct Source | Source-level mode where handover is attempted directly to the agent console without contacting a bot first.                     |
| Dynamic assignment    | Automatic distribution of pending chats to available agents.                                                                    |
| Handover              | Transfer from automation to a human team in the Live Agent Console.                                                             |
| Source                | Channel configuration that connects origin (WebChat/WhatsApp) to routing logic.                                                 |
| Team                  | Group of agents configured to handle a defined routing scope.                                                                   |
| Unattended chat       | Chat where handover was requested but no agent took the chat before the customer disconnected while waiting (voluntary or not). |

## Related pages

* [Console roles](/syntphony-live-agent-console/getting-started/console-roles.md)
* [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index.md)
* [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md)
* [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md)
* [Archived Tab](/syntphony-live-agent-console/supervisor-workspace/archived-tab.md)


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