Ticket volume

Ticket volume refers to the total number of customer inquiries or support requests received by a customer support team within a specific period.

What is ticket volume?

Ticket volume is the total count of support requests or customer inquiries that a customer support team receives over a set timeframe. It is a key metric for assessing the workload and demand placed on support agents.

Why ticket volume matters

Understanding ticket volume is essential for managing resources and ensuring efficient customer support operations. It helps businesses allocate the right number of agents and prioritize tasks, leading to better customer service.

How to manage ticket volume

Monitor trends: Keep track of ticket volume trends to anticipate busy periods and prepare accordingly.
Resource allocation: Adjust staffing levels based on expected demand to maintain service quality.
Use of Neople: Implementing a digital coworker like Neople can help manage repetitive inquiries, freeing agents to focus on more complex tasks.

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AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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