Glossary
The language of support that resolves
Plain-English definitions of the metrics and concepts behind modern e-commerce customer support - written for CX leads who have to run the numbers, not just read them.
WISMO
WISMO ("Where is my order?") is the shorthand for order-status support tickets - the highest-volume question in e-commerce customer service.
Read definition →Ticket deflection
Ticket deflection is when a customer question is resolved by self-service or automation instead of reaching a human agent.
Read definition →Resolution rate
Resolution rate is the percentage of handled conversations that end fully resolved - the customer got the outcome, with no follow-up needed.
Read definition →AI support agent
An AI support agent is software that autonomously resolves customer-service tickets end to end, including taking real actions in your commerce systems.
Read definition →CSAT
CSAT (customer satisfaction score) is the share of customers who rate a support interaction positively, usually on a 1-5 scale after the conversation.
Read definition →First response time
First response time (FRT) is the elapsed time between a customer opening a ticket and receiving the first substantive reply.
Read definition →Average handle time
Average handle time (AHT) is the mean total time an agent spends on a ticket, including reading, system lookups, replying, and after-work.
Read definition →Escalation
Escalation is transferring a customer conversation from automation (or a frontline agent) to a human with more authority or context.
Read definition →Co-pilot mode
Co-pilot mode is a human-in-the-loop configuration where the AI agent drafts replies and actions, but a human reviews and approves each one before it reaches the customer.
Read definition →RAG
Retrieval-augmented generation (RAG) is a technique where an AI model retrieves relevant passages from your own knowledge base and grounds its answer in them, instead of relying on what the model memorized.
Read definition →Auto-resolution
Auto-resolution is when an AI agent completes a support conversation end to end - correct answer given or action executed - without any human involvement.
Read definition →Per-resolution pricing
Per-resolution pricing is a billing model where you pay only for support conversations the AI agent fully resolves, rather than per seat, per reply, or per conversation touched.
Read definition →See the metrics on your own tickets
Replay your past tickets in a sandbox and watch the resolution rate before you pay.
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