Platform
How it Works
Products
AI Agent
Agent Assist
Insight
Channels
Email
Chat
Social Media
In-App
SMS
Partners
Partners
No Code Integrations
Featured Integrations
Regular Integrations
Custom Integrations
We Are Thankful
Our Approach
Manifesto
About Us
Team
Careers
Contact Us
See it in Action
Resources
Blog
Knowledge Hub
Case Studies
Whitepappers
FAQs
CX Glossary
Press & Media
Events
Platform
How it Works
Products
AI Agent
Agent Assist
Insight
Channels
Email
Chat
Social Media
In-App
SMS
Partners
Partners
No Code Integrations
Featured Integrations
Regular Integrations
Custom Integrations
We Are Thankful
Our Approach
Manifesto
About Us
Team
Careers
Contact Us
See it in Action
Resources
Blog
Knowledge Hub
Case Studies
Whitepappers
FAQs
CX Glossary
Press & Media
Events
Thankful CX Glossary
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
Y
Z
#
A
AI Agent
Agent Assist
Actions
Action ID Rate
Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
B
Backlog
BPO
C
Customer Wait Times
Capture
Capture Rate
CX
CS
Customer Satisfaction (CSAT)
Customer Effort Score (CES)
D
Differentiating/Routing High-Priority Tickets
Deep Learning
Deflection
F
First Response Time (FRT)
H
Handoff
I
Insight
L
Live Trial
Lifetime value
M
Machine Learning
N
NLP (Natural Language Processing)
Net promoter score (NPS)
O
Omnichannel communication
R
Resolution
S
Scaling Effectively
Service Level Agreement (SLA) Attainment
Service Snapshot
Service Level Agreement (SLA)
T
Resolution Rate
Transfer
Time to First Response (TTFR)
Tier 1 Agent
Text Analytics aka Text Mining
W
Workflow or Response Flow (?)
