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Glossary

Terms and metrics used by support, sales, customer success and contact center teams.

Average Handle Time (AHT) Average handle time is the average amount of time it takes for an agent to handle a customer transaction, for example, a call or an inbound chat.
Business Process Outsourcing (BPO) Business process outsourcing is the practice of delegating business tasks to an external service provider.
Customer Effort Score (CES) Customer effort score is a survey-based metric that measures how much effort it took for a customer to resolve a particular issue.
Customer Satisfaction (CSAT) CSAT is a business metric intended to capture the level of satisfaction of customers for specific interactions or services provided.
First Call Resolution (FCR) First call resolution is a business metric for the fraction of the time that a customer request is resolved in the first interaction (as opposed to followup interactions).
First Response Time (FRT) First response time is a business metric that captures the typical amount of time that a team of agents takes to respond to an inbound customer inquiry.
Interactive Voice Response (IVR) Interactive voice response is a technology developed starting in the 1970s that uses pre-recorded messages and prompts to guide callers through an automated interaction flow.
Net Promoter Score (NPS) NPS is a well-established metric based on a simple question: how likely is a customer to recommend the company's product or services?