Glossary
Support jargon,
30 terms in plain words.
What the metrics in a support report mean, how AI agents work, and the words support teams use every day.
Metrics
- First response time · FRT
- How long a visitor waits between their first message and the first reply.
- In AskCub: Shown as average and median in reports, per site and per agent.
- Learn more
- Resolution rate
- The share of conversations that ended with the visitor’s question solved.
- In AskCub: Resolved conversations divided by conversations in the period.
- Learn more
- Customer satisfaction · CSAT
- A rating visitors give at the end of a conversation, usually 1 to 5.
- In AskCub: Average score, number of ratings and recent ratings in reports.
- Learn more
- AI resolution
- A conversation the AI agent closed without a person stepping in.
- In AskCub: Reports show conversations Cubby handled and resolved alone.
- Learn more
- Knowledge base hit rate
- The share of questions the knowledge base could answer.
- In AskCub: Shown in reports, with the questions handed off.
- Learn more
- Chat conversion
- How visitors who chatted convert compared with those who didn’t.
- In AskCub: Uses your own goal events from analytics.
- Learn more
AI agent
- AI agent
- Software that answers customer questions in natural language, usually from a company’s own information.
- In AskCub: Cubby answers from your knowledge base and cites the source.
- Learn more
- Knowledge base
- The collection of answers and documents an AI agent and your team rely on.
- In AskCub: Q&A pairs, documents and imported web pages.
- Learn more
- Q&A pair
- A question and its fixed answer, used word for word when a visitor asks it.
- In AskCub: Exact matches don’t use AI answers.
- Learn more
- Hand-off · escalation
- Passing a conversation from the AI to a person, or from one person to another.
- In AskCub: The thread and visitor context move to the inbox in one piece.
- Learn more
- Grounded answer
- An AI answer based on a specific source rather than the model’s general knowledge.
- In AskCub: Every Cubby answer shows where it came from.
- Learn more
- Bring your own key · BYOK
- Using your own AI provider account instead of the vendor’s hosted model.
- In AskCub: Optional; the hosted model works out of the box.
- Learn more
Chat widget
- Chat widget · launcher
- The chat button and window on a website.
- In AskCub: A one-line install that loads after your page.
- Learn more
- Preview bubble · teaser
- A small message shown beside the chat button before the window opens.
- In AskCub: Used for welcome and proactive messages.
- Learn more
- Business hours
- The times your team is available to reply.
- In AskCub: Weekly hours in your time zone, with an offline message outside them.
- Learn more
- Offline message · lead
- A message a visitor leaves when nobody is online.
- In AskCub: Name, email and message land in the inbox and trigger notifications.
- Learn more
- Chat link
- A hosted chat page you can share without a website.
- In AskCub: Works on social profiles, in emails and as a QR code.
- Learn more
Team & inbox
- Canned reply · saved reply
- A saved message agents insert instead of typing it again.
- In AskCub: Type / in the inbox; site-wide and personal.
- Learn more
- Round robin
- Assigning new conversations to agents in turn.
- In AskCub: Or by lowest load, with a limit per agent.
- Learn more
- Agent-only role
- A team role that can reply to visitors but not see business data.
- In AskCub: Inbox access without analytics; extra rights by permission.
- Learn more
Engagement
- Proactive message
- A message the business sends first, before the visitor asks.
- In AskCub: One click from the live list; at most one per visit.
- Learn more
Privacy
- Masking
- Hiding part of sensitive data, such as all but the last digits of a card number.
- In AskCub: Applied before storage for card, ID and phone numbers.
- Learn more
- Retention period
- How long data is kept before it is deleted.
- In AskCub: Set per site, up to your plan’s limit.
- Learn more
- AI disclosure
- Telling people they are interacting with an AI system.
- In AskCub: AI label on every message and a notice before the first AI reply.
- Learn more