AI Agent & CX Glossary

Plain-language definitions of the enterprise AI and customer experience terms CX leaders use every day, plus the Maven AGI platform concepts behind agents that actually resolve issues.

Ticket Volume

The total number of customer support requests received during a specific time period.

Time to Resolution

The total elapsed time from when a customer initiates a support request until their issue is fully resolved.

Customer Effort Score (CES)

A metric measuring how easy it is for customers to get their issues resolved or complete a task with a company.

Cost Per Ticket

The average expense incurred to resolve a single customer support request, including labor, technology, and overhead.

Average Handle Time (AHT)

The average duration of a customer service interaction from start to finish, including hold time and after-call work.

Net Promoter Score (NPS)

A metric measuring customer loyalty and likelihood to recommend a company to others.