Glossary: Engage Platform Terminology
This glossary defines key terms and features in Engage, DataEQ’s customer service platform for managing and responding to online conversations in real-time. It also includes industry terms that help contextualise how Engage supports social customer care best practices.
Ticket
A ticket is a bundle of one or more customer mentions grouped into a single unit for response. It includes the conversation history, sentiment, priority tags, author metadata, and response tools.
Mention
A mention is an individual social media post, comment, or message directed at your brand. In Engage, mentions are grouped into tickets when posted by the same author.
Ticket Status
- Open: New and requires action.
- In Progress: An agent has begun working on it.
- Pending: Awaiting customer or internal feedback.
- Closed: Resolved with no further response needed.
- Reassigned: Moved to another agent or returned to the last handler.
- Muted: Hidden from the queue unless a new high-priority response comes in.
Priority (RPCS)
Tickets are prioritised based on urgency using RPCS tags:
- Risk: Legal threats, reputational complaints, regulatory triggers.
- Purchase: Indications of sales interest or intent.
- Cancel: Customer is threatening to churn.
- Service: Customer needs help, feedback, or product support.
- Low: Non-critical mentions or general brand chatter.
Queue
The queue is where tickets are listed and prioritised based on urgency and SLA expiry. Agents are assigned tickets from this list based on role, availability, and ticket ranking.
Engage Button
The Engage button assigns the next highest-priority ticket to the agent and opens it automatically for action. This optimises workflow and reduces cherry-picking.
Preset Response
A preset response is a predefined reply that agents can use for quick, consistent communication. These are managed by supervisors or admins and can be edited before sending.
Suggested Response (AI)
Engage may offer AI-powered response suggestions based on the customer’s message context. Agents can select or edit these before sending.
Conversation Tree
The conversation tree displays the full dialogue between a customer and your brand—public and private—within a single ticket. Useful for reviewing context before responding.
DM Request
A direct message (DM) request is a prompt sent from a public post, inviting the customer to continue the conversation privately. Typically used for sensitive issues or personal data requests.
Notes
Internal comments added to tickets for context:
- Ticket Notes: Relevant only to the current ticket.
- Author Notes: Persist across tickets for the same author.
Reassignment
The act of transferring a ticket to another agent or team. This occurs when additional expertise or escalation is needed.
Muting
Muting a ticket suppresses it from resurfacing in the queue unless the author posts a new message that meets a higher priority threshold.
Tag (Ticket Tag)
Custom labels applied to tickets to aid in categorisation, routing, and reporting. Tags may represent product types, issue categories, campaigns, or business units.
Moderation Words
- Blocked Words: Prevent messages from being sent if they contain restricted language.
- Review Words: Require supervisor approval before messages can be published.
SLA (Service-Level Agreement)
The timeframe in which a ticket must be addressed or resolved. Engage uses SLA timers to guide prioritisation and reporting.
Nudge
A nudge automatically reopens a ticket after a set interval to prompt follow-up. Useful for escalation workflows or delayed customer responses.
Take a Break
Removes the current ticket from your queue and makes it available to others, allowing agents to pause without holding up the workflow.
User Roles
- Admin: Full system access.
- Supervisor: Oversees workflows, reviews messages, and manages tickets.
- Agent: Responds to tickets based on queue assignment.
- Trainee: Drafts replies pending supervisor approval.
- Annotator: Labels and tags mentions but cannot reply.
Performance Dashboard
An area within Engage that tracks:
- Agent productivity
- Response times
- Resolution status
- Ticket volumes
Accessible to supervisors for performance evaluation.
Queue Activity Report
A report showing:
- Ticket volumes over time
- Engagement trends
- Peak times
- Backlogs and ticket flow
Author Profile
Displays details about the ticket’s author including username, engagement stats, past ticket volume, and sentiment trends. Helps identify high-impact users or repeat complainers.
Survey
Engage allows for post-interaction surveys, such as:
- CSAT: Customer Satisfaction
- NPS: Net Promoter Score
- CES: Customer Effort Score
- FCR: First Contact Resolution
Surveys are sent via DM and track user satisfaction over time.
Social Customer Service (SCS)
A customer support strategy that uses public and private social media channels to respond to queries, complaints, or praise in real time. Engage operationalises SCS via prioritisation, tagging, and automation.
First Response Time (FRT)
The time taken between ticket creation and first agent reply. Common KPI used to benchmark customer service efficiency.
Handle Time
The total time an agent spends working on a ticket. Used for measuring agent efficiency and queue management.
Escalation Pathway
A structured process for passing a ticket up to more senior team members or departments. Often used when legal, technical, or sensitive cases arise.
Auto-Close (Pending Timeout)
Tickets in pending status may auto-close after a set period if no further action is required. This is configurable per client or queue.
Inbound Engagement Rate
A metric tracking how many mentions require a response versus total brand mentions. Helps assess responsiveness and engagement workload.
Channel-Specific Permissions
Different actions (e.g., hiding comments, sending DMs) may be available depending on the platform (Facebook, Twitter/X, Instagram).