Live Chat Terms Starting with A
A
Agent Occupancy
Agent occupancy shows how much of a support agent’s working time is spent actively handling customer conversations.
Agent Routing
Agent routing is a live chat feature that automatically directs incoming chat requests to the most appropriate or available support agent based on predefined rules.
Agent Wrap-Up Note
An agent wrap-up note is a brief internal record added after a live chat to capture the outcome, next steps, and useful context for future support work.
AI Copilot
An AI Copilot in live chat is an artificial intelligence assistant that works alongside human agents, providing real-time suggestions to help agents handle inquiries more efficiently.
AI Support Agent
An AI Support Agent (often referred to as an AI chatbot or virtual assistant) is a fully automated virtual assistant powered by artificial intelligence, designed to handle customer inquiries, provide information, and resolve common issues without human intervention.
API (Application Programming Interface)
An API (Application Programming Interface) is a set of rules, protocols, and tools that allows different software applications to communicate and exchange data.
Asynchronous Messaging
Asynchronous messaging in the context of live chat allows customers and agents to communicate over an extended period without requiring both parties to be online or actively participating simultaneously.
Auto Assignment
Auto assignment is a feature that automatically assigns incoming chat requests to available agents based on predefined rules.
Automated Chat Reply
Automated chat replies are predefined messages or responses that are sent automatically to users based on specific triggers or keywords.
Automation Rules
Automation rules are a set of conditions and actions configured within a live chat system that automate various processes.
Average Resolution Time
Average Resolution Time tracks how long it takes to fully resolve a customer’s issue from start to finish. It’s a critical measure of operational efficiency.