Escalation

Conversation Assignment

Conversation assignment is the act of attaching an incoming chat to the specific operator who is responsible for answering it. In Eloqra, assignment is implicit "first responder": the first operator who replies to a conversation is recorded as its assigned agent.

Chat Routing

Chat routing is the logic a live-chat or support platform uses to direct each incoming conversation to the right operator, team, or queue. It applies rules based on agent availability, capacity, skills, and customer attributes so that visitors reach a qualified responder quickly.

Support Ticket

A support ticket is a tracked record of a single customer request, capturing the customer's message, their contact details, and internal metadata so a support team can route, prioritize, and resolve the issue. [1] Each ticket carries a unique identifier and a status that reflects where it sits in its lifecycle. [3]

First Response Time (FRT)

First Response Time (FRT) is the elapsed time between a customer's first message in a conversation and the first human reply from a support agent. It measures how quickly your team acknowledges an inbound request, not how long it takes to resolve it.

Bot-to-Human Handoff

Bot-to-human handoff is the moment a chatbot or AI agent transfers an active conversation to a live human operator, passing along the context it has gathered. It exists so automation can resolve routine questions while a person steps in for issues the bot cannot, or should not, handle alone.

First Contact Resolution (FCR)

First Contact Resolution (FCR) is the percentage of customer issues fully resolved in a single interaction, with no transfer, callback, or follow-up needed. It measures how often a support team solves a problem the first time the customer reaches out.