Glossary
Screen sharing and remote support glossary
Plain definitions of the terms you run into when choosing a way to see, or share, a screen.
Screen sharing
Screen sharing is sending a live picture of one device's screen to another person, so they see exactly what you see. In support, the customer shares and the helper watches. Screen sharing alone is view-only: the viewer can't tap, click or type on the shared device.
Remote support
Remote support is helping someone with a device problem from a different location, usually by viewing or controlling their screen over the internet. Remote support tools range from view-only screen sharing to full remote control of a computer.
Remote access
Remote access is controlling a computer from somewhere else, moving its mouse and typing on its keyboard as if you were sitting in front of it. IT teams use remote access tools such as TeamViewer and AnyDesk to fix computers. Third-party tools can't remotely control an iPhone.
Attended access
Attended access is a remote session that requires the person at the device to be present and to approve the connection. Most customer support sessions are attended. GuidedView sessions are always attended: the customer approves and can pause or stop.
Unattended access
Unattended access is connecting to a device when nobody is there, using software installed in advance. It's common for IT teams managing company computers and servers. It doesn't fit customer support on personal devices, and GuidedView doesn't offer it.
Co-browsing
Co-browsing (collaborative browsing) lets an agent see and sometimes interact with a customer's view of the business's own website or app. It requires code installed on that website or app, and it can't show anything outside it, such as another app, email or device settings.
Visual customer support
Visual customer support is any support where the agent sees what the customer sees, through screen sharing, co-browsing or the customer's phone camera, instead of relying on spoken descriptions.
Screen broadcast (iPhone)
Screen broadcast is the iOS feature that lets an app send a live copy of the whole iPhone or iPad screen. The user starts it from a system prompt or Control Center, and iOS shows a red indicator while it runs. Every app that shares a full iPhone screen uses it, including GuidedView.
Screen recording indicator
The screen recording indicator is the red status bar marker, pill or dot that iPhone shows whenever screen recording or broadcast is active. Tapping it lets the user stop. It appears even if the app isn't saving a recording, as with GuidedView.
Privacy pause
A privacy pause is a control that temporarily hides the shared screen so the customer can type a password, code or payment detail privately. In GuidedView, the customer taps Pause, the agent's view goes blank, and only the customer can resume.
One-time invitation link
A one-time invitation link works for a single session and then expires, so it can't be reused, forwarded or replayed. GuidedView invitations work once and unused ones expire after 30 minutes.
WebRTC
WebRTC (Web Real-Time Communication) is the open standard browsers and apps use to send live audio and video. WebRTC encrypts media in transit. GuidedView uses it to send screen video from the customer's device to the agent's browser.
TURN relay
A TURN relay is a server that forwards real-time video when two devices can't connect directly, for example behind strict firewalls. The relay forwards encrypted media packets and doesn't need to decode them.
Average handle time (AHT)
Average handle time is the average length of a customer interaction, usually talk time plus hold time plus after-call work. Seeing the customer's screen can shorten the describe-and-guess part of a call.
First contact resolution (FCR)
First contact resolution is the share of issues solved on the first call or contact, with no callback or follow-up. Problems that are hard to describe aloud are a common cause of repeat calls.
Remote access scam
A remote access scam is fraud where someone pretends to be tech support, a bank or a government agency and persuades a person to share their screen or install remote control software, then steals money or information.
E-signature
An e-signature is a legally recognized way to sign a document electronically, usually by clicking or drawing a signature inside an emailed envelope. Agents often help customers find and complete e-signature requests over the phone.
Multi-factor authentication (MFA)
Multi-factor authentication requires a second proof of identity, such as a code from a text message or an authenticator app, in addition to a password. Setting up MFA on a phone is one of the most common help desk tasks.