Glossary
The terms, defined plainly.
Lead response, AI assistants, call forwarding. A clear definition, why it matters, an example.
- Speed to LeadSpeed to lead is the time between when a potential customer first contacts a business and when that business sends its first reply.
- Lead Response TimeLead response time is the measured interval between a customer inquiry and a business’s first substantive reply, typically reported as a median across many inquiries.
- AI ReceptionistAn AI receptionist is software that answers incoming calls or messages for a business, using rules or a language model to greet callers, answer common questions, qualify requests and book appointments.
- Conversational AI (Business Use)Conversational AI refers to software built on a language model that can hold a natural, multi-turn text or voice conversation with a customer, rather than following a fixed menu of pre-written replies.
- Lead QualificationLead qualification is the process of collecting the minimum information needed to know whether an inquiry is a real, actionable opportunity and what it will take to act on it.
- Virtual ReceptionistA virtual receptionist is a remote human agent, usually working for a staffing or answering-service company, who answers calls on behalf of a business they do not work for directly.
- Call ForwardingCall forwarding is a phone feature that automatically redirects an incoming call to a different number when the original number does not answer, is busy, or is unreachable.
- Lead ReactivationLead reactivation is the practice of recontacting past inquiries, quotes, or customers who went quiet, to see if the opportunity is still open, using consent already on record.
- No-Show RateNo-show rate is the percentage of booked appointments where the customer does not arrive and does not cancel in advance.
- First Response TimeFirst response time is the elapsed time from when a specific inquiry arrives to the first reply that actually addresses it, measured per inquiry rather than as a general average.
- On-Call RotationAn on-call rotation is a schedule that assigns a specific person as the one who gets alerted for urgent matters during a given period, usually with a backup if the primary does not respond.
- CRM Lead SyncCRM lead sync is the automated transfer of lead and booking information from wherever it was captured into a business’s customer relationship management software, without manual re-entry.