Ticket

A disposition code is the label an agent or AI applies to a closed contact to describe what actually happened. Disposition data drives volume reporting and root-cause analysis, so inconsistent or overly broad codes quietly destroy a support team’s ability to explain why contacts arrive at all.

Backlog is the set of unresolved tickets carried past their target response window. A growing backlog signals that arrival rate has outpaced capacity, and because ageing tickets attract follow-up contacts, backlog tends to generate additional volume rather than simply waiting quietly to be cleared later.

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.

A unified inbox is one workspace where conversations from every channel land, so agents work a single prioritised list instead of switching between tools. It reduces context-switching cost and makes cross-channel history visible at the moment an agent is drafting a reply.