Customer Service Terminologies

The average time it takes your support team to resolve a case completely.

• Business Hours

• Average Handle Time

• Metric

A support ticket that has not yet been handed over to a specific support agent.

• Unassigned Ticket

• Pending Ticket

A call or any other type of contact proposed to a call center but ends before any communication takes place.

• Abandoned Call

• Drop Call

• Missed Call

• Call Time

•The amount of unresolved customer support requests in a particular time frame.

• Pending Tickets

• Backlogs

• Unresolved Tickets

Everything your customers or the general public thinks or knows when they hear your company name.

• Service

• Effort

• Brand

• Legacy

The days and hours when your customers can directly reach your support team.

• Shift Time

• Business Hours

• Average Reply Time

The average time it takes your support team to get back to a customer (to any communication, not just the first contact).

• Canned Response

• Response Duration

• Reply Span

• Average Reply Time

A metric that measures your customers’ general happiness and loyalty with regard to your company.

• Customer Experience Rate

• Customer Satisfaction (CSAT)

Every stage of a support ticket during its lifecycle—for example, open, pending, closed, etc.

• Ticket Statistics

• Ticket Status

A collection of shared values, beliefs, and rules of behavior in a company regarding customer support.

• Brand

• Customer Culture

• Service Culture