Agent Group
Discover how LiveAgent's agent groups streamline customer service by organizing skilled teams for efficient support. Start your free trial today!
Customer support
Help desk
+2
Customer Service Glossary: Call Center and Help Desk Terms
Plain-English definitions of customer service, help desk and call center terms, from SLA and first response time to IVR, routing and ticket statuses.
A
Agent Interface
Explore LiveAgent's agent interface for streamlined customer service management with features like ticket handling, reporting, and more!
Customer support
Help desk
+2
Agent Panel
Call center technology includes tools for inbound and outbound calls, featuring trends like cloud solutions, omnichannel communication, self-service, and AI. It...
Customer support
Call Center software
+1
Agent Role
Define roles for agents in LiveAgent to boost productivity and optimize service. Explore agent, admin, and owner roles. Try free now!
Customer support
Help desk
+2
Agent Signature
Discover the power of personalized agent signatures with LiveAgent. Customize your email and message signatures for a branded touch, enhancing customer interact...
Customer support
Help desk software
+1
Agent Ticket Scope
Learn what agent ticket scope means, how ticket access control for support agents works, and how LiveAgent admins configure ticket visibility by department and ...
Customer support
Help desk
+3
Agent Utilization
Boost call center productivity with improved agent utilization! Learn key metrics, calculation tips, and tools like LiveAgent. Start free!
Customer support
Call Center software
+1
AI Knowledge Management
Discover how AI transforms knowledge management with enhanced efficiency, decision-making, and innovation while addressing challenges. Explore now!
Customer support
Knowledge Management
+1
Assign Ticket
Learn how to efficiently assign tickets in LiveAgent to enhance customer support, streamline processes, and increase satisfaction. Customize criteria for ticket...
Customer support
Ticketing system
+1
Attended Transfer
Learn about attended transfers: streamline calls, boost customer satisfaction, and enhance agent productivity with LiveAgent's smart features!
Customer support
Call Center software
+1
Automatic Call Distribution (ACD)
Automatic call distribution (ACD) sends incoming calls to agents by set rules. How it works, the main distribution methods and how it differs from IVR.
Customer support
Call Center software
+1
Automations
Boost customer support with LiveAgent's automations! Save time, enhance efficiency, and provide quick, consistent service. Learn about automation rules, benefit...
Customer support
Help desk
+2
Average Handle Time (AHT)
Average handle time (AHT) is the time an agent spends per contact. The formula with an example, the 7-minute call center average and figures by channel.
Customer support
Call Center software
+1
B
Bulk Import
Discover the power of bulk import with LiveAgent, streamlining your data management by allowing quick and efficient import of large data sets. Ideal for IT supp...
Customer support
Help desk software
+1
C
Call Center Software
Call center software lets a team answer, route, record and report on customer calls from a computer. What it does, the main types, and what it usually includes.
Customer support
Call Center software
+1
Call Center Supervisors
Discover the essential role of call center supervisors in ensuring top-notch customer support. Learn about their key responsibilities, including managing daily ...
Customer support
Call Center software
+2
Call Disposition
Discover how call disposition streamlines call center operations, boosts sales ROI, ensures DNC compliance, and enhances customer satisfaction.
Customer support
Call Center software
+1
Call Masking
Boost privacy and save costs with call masking. Enhance customer engagement and manage calls efficiently. Try LiveAgent free today!
Customer support
Call Center software
+2
Call Time
Learn about call time, a key call center metric measuring talk and hold duration. Improve agent productivity and efficiency with insights!
Customer support
Call Center software
+1
Call Volume
Discover how to efficiently manage high call volume in call centers with strategies like adding support channels, developing self-help resources, optimizing IVR...
Customer support
Call Center software
+1
Canned Responses
What canned responses (canned messages, saved replies) are, examples for chat and email, how they differ from macros, and how to keep them human.
Customer support
Help desk
+2
Chat Client
Explore chat clients for real-time communication & collaboration. LiveAgent offers customizable features like chats, calls & integrations.
Customer support
Communication
+1
Chat Service
Boost customer satisfaction with LiveAgent's real-time chat service! Personalized support, AI chatbots & CRM integration. Try free for 30 days!
Customer support
Live Chat
+1
Chat Support
Discover the benefits of chat support with LiveAgent for efficient customer communication. Learn basic chat rules, implementation tips, and how to impress custo...
Customer support
Live Chat
+1
Chat Tool
Boost customer support with LiveAgent's advanced chat tool! Enjoy real-time communication, screen sharing, and a free 30-day trial today.
Customer support
Live Chat
+2
Chatbox
Discover the potential of chatboxes for business growth. Learn the difference between chatboxes and chatbots, explore key benefits, best practices, and how to i...
Customer support
Live Chat
+2
Chatting Apps
Chatting apps allow you to communicate with a customer in real time. You can find live chat tool as a one of 175 features in LiveAgent helpdesk.
Customer support
Live Chat
+2
Churn
Learn what churn rate is, how to calculate it, and strategies to reduce it. Boost customer retention and satisfaction with actionable tips!
Customer support
Customer retention
+1
Closed Ticket
Learn what a closed ticket means in customer support, its benefits, lifecycle, and how LiveAgent automates closure for better efficiency.
Customer support
Ticketing
+1
Community Forum
Discover LiveAgent's Community Forum – a platform for customer interaction, self-service, peer support, and seamless problem-solving. Try free now!
Customer support
Community Forum
+1
Contact Center
A contact center handles customer conversations on phone, email, chat, social media and messaging. How it differs from a call center, its types, and the metrics...
Customer support
Contact Center
+1
Content Management vs Knowledge Management
Discover the key differences between content and knowledge management. Learn how to integrate both for streamlined processes and business growth!
Customer support
Knowledge Management
+1
Cost Per Call
Learn about cost per call, its calculation, and strategies to reduce it while maintaining service quality. Boost your call center efficiency now!
Customer support
Call Center software
+2
Cost Per Contact
Learn how to calculate and reduce cost per contact in call centers with LiveAgent's solutions. Optimize customer interaction costs today!
Customer support
Call Center software
+2
Custom Status
Enhance customer service with LiveAgent's custom statuses! Tailor ticket workflows, boost efficiency, and start your free trial today!
Customer support
Ticketing
+2
Customer Delight
Exceed expectations and boost loyalty with LiveAgent's customer delight tools. Start a free trial today for outstanding service!
Customer Engagement
Boost satisfaction, loyalty, and revenue with effective customer engagement strategies. Explore tips and tools for success!
Customer support
Customer engagement
+1
Customer Engagement Model
Discover customer engagement models to build lasting relationships, boost experience, retention, and conversions. Explore strategies now!
Customer support
Customer Engagement
+1
Customer Experience
Explore the growing importance of customer service in enhancing customer experience. Learn 6 tips to boost satisfaction, retention, and revenue with effective s...
Customer support
Customer Experience
+1
Customer Information
Discover the importance of customer information for personalized experiences, improved service, and business growth. Start your free trial today!
Customer Information
Customer Data
+1
Customer Interaction
Effectively managing customer interactions is key to building strong relationships and enhancing satisfaction. Learn how to streamline communications with real-...
Customer support
Customer service
+2
Customer Lists
Customer lists are essential for targeting leads, enhancing customer service, maintaining relationships, and creating effective marketing strategies. Learn how ...
Customer support
Contact Management
+1
Customer Relations
Discover the essentials of customer relations with our comprehensive guide! Learn the differences between customer relations and customer service, explore key f...
Customer support
Customer Service
+1
Customer Relationship
Build lasting customer relationships with active listening, empathy, and personalization. Boost loyalty using LiveAgent's customer service tools!
Customer support
Customer Service
+1
Customer Representative
Discover the role of a Customer Representative—a key player in managing customer interactions and enhancing satisfaction. Learn about essential skills, training...
Customer support
Customer service
+1
Customer Satisfaction Survey
Which questions and scale a customer satisfaction survey should use, how to calculate CSAT, what a good score is, and how it compares with NPS and CES.
Customer support
Customer feedback
+2
Customer Service Callback
Enhance customer satisfaction with LiveAgent's automated callback feature. Try a 30-day free trial to reduce call queues and boost productivity!
Customer support
Call Center software
+1
Customer Service Center
Discover the importance of customer service centers in managing communication across all channels. Learn about features, types, and benefits with LiveAgent.
Customer support
Contact Center
+1
Customer Service Tools
Customer service tools are the software support teams use to answer customers: the main types, examples by type, and which ones a small team needs first.
Customer support
Help Desk
+2
Customer Service Training
Boost customer satisfaction with customer service training. Learn essential skills, methods like e-learning & mentoring, and drive business success!
Customer support
Training
+2
E
E-mail Forwarding
Efficiently manage emails with LiveAgent's forwarding tool, ensuring seamless communication and preventing mailbox flooding. Learn how email forwarding works an...
Customer support
Help Desk software
+1
End User
Discover the role and importance of end users in product development and customer service. Learn how LiveAgent enhances user experiences!
Customer support
Product development
+1
Escalation Management
Explore effective escalation management strategies to enhance customer satisfaction by prioritizing and resolving issues efficiently. Learn about functional and...
Customer support
Ticketing
+1
Escalation Manager
Discover the role of an Escalation Manager in customer service. Learn key skills, best practices, and how they enhance customer satisfaction.
Customer support
Escalation Management
+1
External E-mail Domain
Learn about external email domains and how they enhance company communication. Discover LiveAgent's solutions with a free trial today!
Customer support
Email
+1
F
First Call Resolution
First call resolution (FCR) is the share of issues solved on the first contact. The formula, a worked example, the 71% average and benchmarks by industry.
Customer support
Call Center software
+1
Fixed VoIP
Fixed VoIP is an internet-based phone number linked to a physical address, offering transparency, enhanced security, and emergency call support. Ideal for busin...
Customer support
VoIP
+1
Free Trial
Experience LiveAgent's customer service software free for 30 days. Test all features without any commitment. No credit card needed. Start your free trial today!
Customer support
Help Desk software
+1
Front Line
Discover the importance of front line support in shaping brand image, boosting sales, and enhancing customer satisfaction. Learn key characteristics and best pr...
Customer support
Helpdesk
+1
H
Help Desk
What a help desk is, how it differs from help desk software and a service desk, why it matters and what to consider when you set one up.
Customer support
Help desk software
+2
Help desk ticket priorities
Optimize customer support with help desk ticket priorities. Learn to manage urgency, improve response times, and enhance customer satisfaction!
Customer support
Help desk software
+1
I
In-App Support
Discover the power of in-app support with LiveAgent! Enhance customer satisfaction and loyalty by allowing users to report issues directly within the app, avoid...
Customer support
Mobile Support
+2
Inbound Call
Learn about inbound calls, their types, strategies, and tools to boost customer service & sales. Improve call handling with expert tips!
Customer support
Call Center software
+1
Inbound Call Center
Discover how LiveAgent's inbound call center software enhances customer support with IVR, call routing, and analytics. Start a free trial today!
Customer support
Call Center software
+1
Information Management vs Knowledge Management
Discover the key differences between information management & knowledge management. Learn how both drive business growth with actionable insights.
Customer support
Knowledge Management
+1
Instant Chat
Enhance customer support with LiveAgent's instant chat! Real-time messaging, GIFs, and media sharing. Try it free—no credit card required!
Customer support
Live Chat
+1
IVR
IVR meaning: interactive voice response is an automated phone menu that routes callers by keypad or voice. See how it works, its types, examples and limits.
Customer support
Call Center software
+1
J
Jitter Buffer
Learn how jitter buffers improve VoIP call quality by preventing choppy audio and resolving latency issues. Enhance your communication today!
Customer support
VoIP
+1
Jitter VoIP
Discover solutions for improving VoIP call quality by addressing jitter issues caused by delays and lost packets. Improve your calls now!
Customer support
VoIP
+1
L
Live Chat Agents
Boost customer support with efficient live chat agents! Learn their skills, response times, and tools to enhance productivity. Free trial!
Customer support
Live Chat
+1
Live Chat Support
Live chat support is essential for customer service, offering real-time responses and enhancing satisfaction. It's versatile for various industries, improving e...
Customer support
Live Chat
+1
Live Customer Service
Discover the power of live customer service with real-time support through live chat and video. Enhance customer satisfaction and retention with LiveAgent.
Customer support
Live Chat
+2
Live Support
Live support, via live chat on websites, enhances customer service with real-time communication, traffic analysis, and ticketing tools. It boosts customer exper...
Customer support
Live Chat
+1
M
Mobile SDK
Learn about Mobile SDKs: integrate apps with help desk tools, manage tickets, access knowledge bases, and enhance mobile user experience!
Mobile Development
SDK
+2
Multi-Channel Support
Enhance customer support with multi-channel solutions! Engage customers via email, chat, & social media. Discover LiveAgent's tools today!
Customer support
Communication channels
+1
N
Non-fixed VoIP
Learn about non-fixed VoIP numbers—flexible, cost-effective virtual phone lines for global communication. Ideal for businesses, but prone to misuse.
Customer support
Call Center software
+1
Non-Restricted Agent
Discover the power of non-restricted agents in LiveAgent! Full access, system control, and seamless customer support management. Try free today!
Customer support
Help desk
+3
O
Omnichannel Customer Service
Master omnichannel customer service with expert strategies! Boost satisfaction, streamline service, and enhance loyalty across all channels.
Customer support
Omnichannel
+2
Online Chat
Explore the power of real-time communication with LiveAgent's online chat. Enhance your customer service with quick responses, data collection, and over 15 adva...
Customer support
Live Chat
+2
Online Customer Service
Master online customer service! Boost satisfaction with live chat, email, social media support. Learn best practices and tools. Try LiveAgent free!
Customer support
Online Service
+1
Open Ticket
Discover the power of open tickets in customer support software to effectively track and resolve customer issues. Learn how open tickets enhance communication b...
Customer support
Ticketing system
+1
Outbound Call Center
Learn how outbound call centers boost sales, retain customers, and enhance service with LiveAgent's software. Try a free trial today!
Customer support
Call Center software
+2
Outbound Calls
Discover outbound calls, strategies for success, and improve KPIs with LiveAgent's call center software. Start your free trial today!
Customer support
Call Center software
+1
P
Partner Addresses
Discover how partner addresses in LiveAgent prevent email loops by managing sharing agreements with organizations. Easily add them in the Configurations section...
Customer support
Email management
+1
Pending Ticket
Learn about pending tickets in customer service, their role in prioritizing tasks, and how LiveAgent's ticketing software boosts efficiency.
Customer support
Ticketing
+1
Phone Ticketing
Discover how phone ticketing streamlines customer service by converting calls into tickets. Enhance efficiency & customer satisfaction with ease!
Customer support
Call Center software
+1
R
Real-time Chat
Discover the benefits of real-time chat with LiveAgent, offering immediate, personalized communication through text, pictures, videos, and audio. Enhance custom...
Customer support
Live Chat
+1
Reassign
Learn about ticket reassignment in LiveAgent, its benefits, challenges, and best practices. Boost efficiency and customer satisfaction!
Customer support
Help Desk software
+1
Resolution Time
Learn what resolution time is, why it matters, and how to improve it with tools like LiveAgent for faster, efficient customer support.
Customer support
Help desk metrics
+1
Resolved Ticket
Learn what resolved tickets are, how to speed up resolution time, and improve customer support with LiveAgent's reliable ticketing system.
Customer support
Ticketing
+1
S
Service Management Software
Boost customer satisfaction & efficiency with service management software. Optimize your service today with LiveAgent's comprehensive solution!
Service Management
Customer Support
+1
Service Software
Streamline customer service with SaaS tools! Enhance communication, automate tasks, and boost customer satisfaction. Start your free trial today!
Customer support
Service Software
+1
Shared Mailbox
A shared mailbox is one email address, like support@, that a team reads and answers together. How it works, how it differs from a shared inbox, and how to set o...
Customer support
Email Management
+1
SIP Calling
Discover SIP calling, a cost-efficient, scalable solution for multimedia communication via VoIP. Learn how LiveAgent enhances it today!
Customer support
Call Center software
+2
Skills-Based Routing
How skills-based routing matches calls, chats and tickets to agents with the right skills, with an example, setup steps and when it pays off.
Customer support
Call routing
+2
SLA (Service Level Agreement)
SLA in customer service: its metrics, example targets and wording, how to calculate SLA compliance, good targets by channel, and SLA vs SLO, OLA and KPI.
Customer support
Help desk software
+1
SLA Violation
Avoid SLA violations by setting proper SLAs, using tools like LiveAgent for monitoring, empowering staff, and ensuring timely responses.
Customer support
Help desk software
+1
Software Support
Explore LiveAgent's comprehensive software support services that ensure efficient problem-solving, updates, and bug fixes. Join our trusted community to enhance...
Customer support
Technical Support
+1
Staff Agent
Discover the role of a staff agent in LiveAgent—handle tickets, manage tasks, and provide excellent customer service. Start a free trial today!
Customer support
Help desk
+2
Support Channel
Explore various support channels like email, live chat, phone, and social media to boost customer satisfaction with LiveAgent's multi-channel system. Improve re...
Customer support
Multi-channel support
+1
Support Ticket
Discover the benefits of support tickets: boost organization, efficiency, and communication in your customer support team. Learn more now!
Customer support
Ticketing system
+1
T
Talk Time
Discover the importance of talk time in call centers! Learn how it measures agent efficiency, boosts customer satisfaction, and enhances KPIs.
Customer support
Call Center software
+1
Target
Learn about Targets in LiveAgent to set measurable goals, track progress, and optimize customer service strategies. Start your free trial today!
Customer support
Help desk
+2
Technical Support
Explore LiveAgent's tools for efficient technical support with chat & ticketing systems. Boost customer satisfaction—start your free trial now!
Technical Support
Customer Support
+1
Telemarketing Software
Telemarketing software automates outbound calls to boost efficiency, featuring adjustable dial modes, voice messages, and mobile tech. Learn about features, adv...
Customer support
Call Center software
+1
Ticket Deflection
What ticket deflection is, how to measure it with the self-service score and deflection rate, the channels that deflect tickets and the mistakes to avoid.
Customer support
Help Desk
+1
Ticket Detail
Learn about Ticket Details: key info like subject, notes & attachments for efficient ticket management. Boost support with LiveAgent—Try Free!
Customer support
Help desk
+2
Ticket ID
Learn how LiveAgent's unique Ticket ID system streamlines customer support by organizing, prioritizing, and managing inquiries efficiently.
Customer support
Ticketing system
+1
Ticket Lifecycle
Learn the stages of a ticket lifecycle from creation to closure. Enhance efficiency, customer satisfaction, and service with LiveAgent tools!
Customer support
Ticketing system
+1
Ticket Triage
Ticket triage is how support teams log, categorize, prioritize, and route tickets. See the 7-step process, priority matrix, and AI automation tips.
Customer support
Help desk
+2
Ticket Watcher
Track ticket progress effortlessly with LiveAgent's Ticket Watcher. Stay updated on VIP tickets or monitor new hires. Try it free for 30 days!
Customer support
Help desk
+2
Ticketing System
A ticketing system turns every customer request into a ticket with a status and an owner. How it works, what ticket statuses mean, and the basic features.
Customer support
Help Desk software
+1
Time-Based Events
Discover how time-based events in LiveAgent automate tasks, boost workflow efficiency, and enhance customer satisfaction. Learn about time rules, automation, an...
Customer support
Help Desk software
+1
Trouble Ticket
Streamline customer support with LiveAgent's trouble ticket system. Enhance efficiency, resolve issues fast, and boost satisfaction. Try free today!
Customer support
Ticketing system
+1
Troubleshooting
Discover effective troubleshooting techniques for hardware and software issues in customer support. Learn how diagnostic tools, communication skills, and new te...
Customer support
Problem-solving
+1
U
Unified Conversations
Discover how unified conversations in LiveAgent centralize customer interactions for personalized support, boosting efficiency & satisfaction.
Customer support
Omnichannel
+1
User Error
Discover common user errors, their causes, and prevention tips to improve user experience and satisfaction. Start your free trial today!
Customer support
User Experience
+1
V
Voice User Interface
Explore Voice User Interfaces (VUI) and discover how voice commands offer hands-free control over devices, providing accessibility, speed, and multitasking. Lea...
Customer support
Call Center software
+2
VoIP PBX
Discover the benefits of VoIP PBX, a flexible, cost-effective phone system for businesses offering scalability, mobility, and data security.
Customer support
VoIP
+1
W
Web Chat Online
Web chat online enables real-time communication between customers and businesses through the internet. Learn how web chatting improves customer service, increas...
Customer support
Live Chat
+1
Web Widget
Enhance your website with interactive web widgets like chat buttons, forms, or calendars. Boost engagement, save time, and drive traffic!
Customer support
Live Chat
+1