Let’s be honest, in the world of customer service there are a lot of acronyms. As the technology we use everyday evolves, the list of acronyms seem to keep growing. To make your life and the lives of your fellow support superheroes a little easier, here’s a cheat sheet to keep you informed.
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Average resolution time is the average elapsed time between a player raising an issue and that issue being fully closed, covering the wait, the back-and-forth,
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Containment rate is the percentage of support conversations that finish inside an automated channel, a chatbot, IVR, or AI agent, without ever reaching a human.
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Every enforcement wave leaves a queue behind it. A ranked season ends, a cheat-detection pass runs, a chat filter updates, and within days your trust
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