Live Chat Terms Starting with R
R
Real-Time Chat Monitoring
Real-Time Chat Monitoring lets managers watch live chat conversations as they happen. It's used for quality assurance, agent training, and quick intervention when needed. For example, a supervisor can step in during a tough chat or coach an agent afterward to improve support quality.
Repeat Contact Rate
Repeat Contact Rate measures how often customers contact support again about the same issue after an earlier interaction.
Resolution Evidence
Resolution evidence is the concise record that shows what action addressed a customer’s issue and how the outcome was confirmed.
Resolution Path Analysis
Resolution path analysis examines the steps in support conversations to identify where customers receive answers, encounter friction, or need additional help.
Resolution Verification
Resolution verification is the practice of confirming that a customer’s issue is solved before a support conversation is closed.
Round Robin Distribution
Round robin distribution assigns incoming support requests to agents one after another in a fixed order.