Customer Service Terminologies

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

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

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

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

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

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

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

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

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

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