Field OperationsField Operations GlossaryPart 7 of 7
Running the Platform Glossary
29 terms from the Field Operations book's Running the Platform part, each defined in a line and linked to the chapter that explains it.
- AI voice agent: software that answers calls and books work. Placing calls with an AI voice is an artificial-voice call under the TCPA and needs consent; answering inbound calls falls under disclosure and recording law instead (AI in Field Operations; the law is in Artificial and AI Voices, the design in AI Agents in the Product).
- Arrival window adherence: the share of visits with a promised window and a recorded arrival whose arrival fell inside the window (Operating Metrics).
- Average ticket: revenue from completed jobs divided by completed, convertible jobs, best compared with the median for the same job types (Operating Metrics).
- Booking rate, booked-call rate: booked over booked plus unbooked inbound calls, excluding excused and abandoned calls (Calls and Leads; the outcome rules are in Call Outcomes and Booking Rate).
- Bounded context: a part of a large system with its own consistent model, so a property can be a point to scheduling and a tax jurisdiction to billing (Platform Architecture).
- Change data capture (CDC): streaming database changes from the log into a warehouse (Change Data Capture).
- Close rate: jobs sold above the sold threshold over jobs completed, excluding recall and warranty jobs (Operating Metrics).
- Crosswalk: the mapping from an old system's IDs to a new one's (Switching Platforms; the general pattern is in Crosswalks of External IDs).
- Custom fields: tenant-defined fields; first-class in enterprise platforms and a design decision in your own (Platform Architecture).
- Cutover: the moment a cohort of customers moves to the new system (Switching Platforms).
- Dark launch: running the new system on a cohort's real data (schedules, invoices) without sending or charging anything, to compare with the old one (Dark Launch and Shadow Reads; field cohorts in Switching Platforms).
- Evals: tests that grade an AI system's behavior on scenarios (Evals).
- First-time fix rate: computed per work order: the share of completed work orders fixed on their first completed visit with no callback work order inside the window (Operating Metrics).
- Human handoff: passing a conversation from an AI agent to a person with its context (Human Handoff Is a Product Feature).
- Logo churn, agreement churn: accounts whose last active agreement ended versus agreements terminated, each over its own base; an account can end one agreement and keep another (Operating Metrics).
- Mapping file: the file a new processor returns after a card import, linking the old processor's customer and card IDs to its own (Switching Platforms).
- Membership conversion: the share of eligible visits where a non-member bought a membership or service agreement (Operating Metrics).
- Modular monolith: one deployable with enforced internal module boundaries (Platform Architecture).
- PAN import: a processor moving stored card numbers from another processor's vault into its own (Switching Platforms).
- Parallel run: operating both systems on the same work to compare results (Big Bang, Phased or Parallel).
- Recovery rate, save rate: failed amounts later recovered over failed amounts, by channel; and cancellation requests ending saved over requests received, by offer and reason (Operating Metrics).
- Replacement rate: completed jobs whose total passes both the sold threshold and a replacement threshold over completed jobs, reported next to close rate (Operating Metrics).
- Revenue per call, calls per job: revenue on work orders booked from lead calls divided by lead calls, and inbound calls about a work order after it was booked (Calls and Leads).
- SLA compliance: the share of commercial work orders that met their response or resolution target, measured from the SLA clock's events (Operating Metrics).
- Strangler fig: replacing a system piece by piece while it keeps running (Strangle Instead of Rewriting).
- Technician utilization: time on field jobs divided by total time worked, kept on one clock with drive and on-site efficiency (Operating Metrics).
- Transactional outbox: a table written in the same transaction as a change and relayed to the event bus afterward (The Transactional Outbox).
- Transitional architecture: code built to be removed once a migration finishes, such as the crosswalk, the send-suppression switch and the comparison reports (Switching Platforms).
- Webhook signature: an HMAC over a webhook payload so receivers can verify the sender (Signatures).