Glossary

The IntelePeer glossary defines common vocabulary, terms, acronyms, metrics, and phrases related to our service offerings. To find the term you’re looking for, use the search bar or navigate using the alphabet bar at the top of the page. 

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  • d

  • A detractor is a customer unhappy with the service provided during their CX journey. Read More

  • e

  • Escalation management is the process of developing a framework to handle and resolve customer escalations resulting from substandard levels of customer service Read More

  • f

  • First Contact Resolution, or FCR, is the gold-standard KPI for contact and call centers. Ideally, every customer interaction is resolved the first time a customer contacts a business. Read More

  • g

  • Generative AI is artificial intelligence that focuses on creating (or generating) content through text, code, images, and other mediums. Read More

  • h

  • Hold time is a customer experience & service metric that quantifies the amount of time the user stays on hold. Read More