WISMO Where Is My Order
“Where is my order?” A customer asking about the status or delivery of a purchase. A useful reply starts with the current order details.
Related: Stop WISMO tickets
Glossary
A few words.
A few words.
A clearer picture.
From customer satisfaction to AI handoffs, get to know the terms behind better support.
Tickets & volume
The work in your queue.
The questions customers ask and how support teams handle them.
WISMR Where Is My Return / Refund
“Where is my return or refund?” A customer asking what happened after sending an item back or requesting money back. The answer depends on the return and refund records.
Related: Automate return & refund status
Ticket deflection
Answering a customer’s question through self-service or AI before it needs a support representative. A useful measure counts solved questions, not abandoned attempts.
Deflection rate
The share of contacts resolved without a person’s help. Read it alongside reopened tickets and satisfaction to check whether customers got the answer they needed.
Related: Measure deflection rate honestly
AI agents
AI and your team.
The different ways AI can help, from drafting a reply to carrying out an approved action.
AI agent
Software that uses information to plan and carry out tasks. In BearScope, an AI agent has a defined role and permissions that govern what it can do.
Related: AI agents for support, explained
Agent assist copilot
AI that helps a person handle a conversation. It can bring up relevant information and draft a reply for the person to review and send.
Related: A copilot that drafts replies
Autonomous resolution
An AI agent resolving an issue without human review of each step. It still needs reliable sources, defined permissions, and a record of its actions.
Related: What autonomous resolution requires
AI-to-human handoff
Passing a conversation from AI to a person, with the history, available records, and unresolved request. The next person can continue from the work already done.
Related: Hand off with context
Quality & QA
A shared standard.
The terms behind conversation reviews and useful coaching.
Conversation QA
Reviewing customer conversations against a rubric. Scores show how the reply met each criterion, and coaching identifies a specific way to improve.
Related: How BearScope scores conversations
100% scoring vs. sampling
Full scoring reviews every conversation in scope. Sampling reviews a selected subset. The two approaches offer different coverage and review workloads.
Related: 100% scoring vs. sampling
QA calibration
Aligning reviewers on how to apply the rubric. The team scores the same conversations, discusses differences, and refines the criteria.
Related: Running QA calibration sessions
Reopen rate
The share of resolved tickets that reopen. It can help you understand whether a resolution lasted, especially alongside first-contact resolution and satisfaction.
Related: Reopen rate as a quality metric
Metrics
Get to know your numbers.
Different measures answer different questions about the customer experience.
CSAT Customer Satisfaction
A survey of how satisfied a customer was with an interaction. Read it alongside conversation reviews, and remember that it reflects the customers who respond.
Related: CSAT vs. NPS vs. CES
NPS Net Promoter Score
A survey asking how likely customers are to recommend a brand, from 0 to 10. Subtract the percentage of detractors (0–6) from promoters (9–10) to get a score from −100 to 100.
Related: CSAT vs. NPS vs. CES
CES Customer Effort Score
A measure of how easy or difficult a customer found an interaction. It helps identify unnecessary steps, repeated questions, or other sources of effort.
Related: Reduce customer effort
FCR First Contact Resolution
The share of issues resolved during the first contact. Check how resolution is defined and read it alongside reopened tickets.
Related: First contact resolution, explained
AHT Average Handle Time
The average time spent handling a contact, including the conversation and follow-up work. Use it with quality measures so speed doesn’t become the only goal.
Related: The tradeoffs of average handle time
SLA Service Level Agreement
An agreed response or resolution target, such as replying within one hour. Targets can vary by channel, service, or plan.
Related: Setting achievable SLAs
Cost to serve
The cost of handling customer work, including people, tools, and overhead. Divide by the conversations handled to calculate an average cost per conversation.
Related: Cost to serve per conversation
Trust & safety
Control and confidence.
How AI uses information, follows permissions, and records its work.
Receipt the audit record of an action
A record of an action, including what was attempted, who authorized it, and the result. It lets your team review the work afterward.
Related: Reading an AI receipt
Guardrails
The rules that define what an AI agent can do, what needs approval, and when it must hand over. These rules are checked before actions run.
Related: Guardrails checklist
Grounding
Using source information to support an AI answer. A grounded response can point to the order, conversation, or policy behind an important detail.
Related: Grounding AI support in real data
Fail-closed
A control that blocks an action when the required checks cannot pass. The action stays stopped until its permissions or other requirements are satisfied.
Related: Why AI support should fail closed
CX operations
The work of running customer support: conversations, people, AI, quality reviews, and service improvement. BearScope brings these into one workspace.
Related: What is CX operations?
Read more
Keep exploring.
Practical guides for your next step.
- Deflection vs. resolution and the true cost of a WISMO ticket
- Chatbot vs. AI agent and sampling QA vs. 100% AI scoring
- Pass/fail vs. weighted QA scores and preventing AI hallucinations
- Receipts for AI actions and why you never get a double refund
- Help desk vs. contact center vs. CX operations and meet Letra, your business AI
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