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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
Back to Glossary
Service Level Agreement (SLA)
noun
The percentage of tickets that are addressed according to what you say on your website.
CS Industry Terms
Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Deflection
First Response Time (FRT)
Lifetime value
Net promoter score (NPS)
Omnichannel communication
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)
