← home
Contact Center AI glossary
The terms buyers and AI Overviews keep asking about — defined clearly, with formulas where they matter.
Agent Assist
Real-time AI guidance surfaced to a human agent mid-conversation.
Containment Rate
The share of contacts an AI resolves without escalating to a human.
Deflection Rate
The % of potential contacts resolved by self-service before reaching an agent.
Conversation Intelligence
AI that turns every customer conversation into scored, searchable insight.
Automated QA
Auto-scoring 100% of interactions instead of a small manual sample.
First Contact Resolution (FCR)
The % of issues resolved in a single interaction.
Average Handle Time (AHT)
The average duration of a customer interaction, including after-call work.
CCaaS
Contact Center as a Service — cloud platform for customer service at scale.
UCaaS
Unified Communications as a Service — cloud comms for the whole organisation.
IVR
Interactive Voice Response — automated phone menus and routing.
IVA
Intelligent Virtual Agent — a conversational self-service bot.
Voice of the Customer (VoC)
Capturing and analysing customer feedback at scale.