Disposition code

A ticket is the record of a single customer issue and everything done about it, including messages, internal notes, actions taken, and final disposition. The ticket is the unit most support reporting counts, which is why inconsistent ticket creation quietly distorts every downstream volume metric.

An intent taxonomy is the structured list of intents a support operation recognises and reports on. A good taxonomy is granular enough to drive different actions and stable enough to trend over time; taxonomies that grow uncontrolled become unusable for reporting well before routing.

Topic clustering groups conversations by theme to size the drivers behind contact volume, without requiring an analyst to define categories in advance. Because clusters emerge from what customers actually said, the method surfaces new issues that a fixed intent taxonomy would file under a generic other.

Resolution rate is the share of contacts closed with the customer’s issue actually solved, as distinct from contacts merely closed. The gap between the two is where reopened tickets and repeat contacts live, so the measure is only trustworthy when reopens are tracked against it.