AI and CX Glossary for Contact Centers
Explore definitions of key terms.
5 terms A–Z
A
- Average handle time (AHT) What is average handle time? Average handle time (AHT) is the average amount of time support agents spend on a single customer interaction from start to finish. It’s one of the most…
C
- Customer effort score (CES) What is customer effort score? Customer effort score (CES) is a customer experience metric that measures how much effort a customer had to put in to get their issue resolved. After an…
- Customer satisfaction score (CSAT) What is customer satisfaction score? CSAT, or customer satisfaction score, is a customer experience metric that measures how satisfied a customer was with a specific interaction. After a support call, chat session…
F
- First contact resolution (FCR) What is first contact resolution? First contact resolution (FCR) is a contact center support metric that measures what percentage of customer interactions are fully resolved within a single contact. That means after…
S
- Sentiment analysis What is sentiment analysis? Sentiment analysis is a branch of natural language processing (NLP) that uses AI to identify and classify the emotional tone of text or speech. In a contact center…