Handling
The way a system or agent manages a customer interaction from start to finish, including resolution, transfer, or follow-up.
renmar@crewbloom.comHandling Time
The total time spent on customer interaction, including talk time and after-call work. Reducing handling time without hurting quality is a common […]
Handoff (AI to Human)
When an AI call agent transfers a customer to a live agent, if the query requires personal assistance. A smooth handoff avoids […]
Helpdesk
A centralized support system where customer issues are tracked and resolved. Betty can log tickets directly into the helpdesk software.
Hold Time
The time a customer spends waiting on hold. AI agents help minimize hold time by instantly addressing common requests.
Human-in-the-Loop (HITL)
A setup where AI handles most tasks, but humans step in when judgment or empathy is needed. This ensures both efficiency and […]
