Average Resolution Time
Average resolution time (ART) is a measurement of the average time it takes every contact center agent or the automated system to resolve a customer conversation fully.
Average Handle Time
Average handle time is a measurement of every contact center agent’s average time in communication (and on hold) with the customer. Average handle time was a key performance metric when most communications were handled by telephone but loses some potency as customers engage with your company through multiple channels, including self-service options.
Artificial Intelligence
Artificial intelligence (AI) is intelligence demonstrated by machines, as opposed to the natural intelligence displayed by humans.
Analytics
Analytics refers to the analysis of data and statistics. In the customer experience context, analytics is the process of collecting and analyzing customer data with the goal of better understanding customer needs, viewpoints, and experiences with your products and services.
Agent
A human (or digital proxy) that takes an active role in interacting with customers.