The uncvr.ai Glossary
Definitions of the proprietary intelligence terms that power uncvr.ai's CRM command center. These aren't generic industry buzzwords — they're specific signals designed to surface silent churn.
Terms in this glossary
- Ghost List
- A dynamically updated list of contacts in your CRM who have gone silent — stopped responding, stopped initiating, and stopped engaging — within a configurable time window. The Ghost List is uncvr.ai's primary churn-risk surface, identifying customers who are disengaging before they formally cancel. Ghost List contacts are scored by drift severity and filtered by pipeline stage, rep assignment, or custom CRM fields.
- Drift Score
- A proprietary metric computed by uncvr.ai that quantifies how far a contact has drifted from normal engagement patterns. Drift Score is calculated from response latency, message frequency decline, sentiment trajectory, and time-since-last-contact relative to that contact's historical baseline. A high Drift Score indicates a contact is in active disengagement — a leading indicator of silent churn.
- Sentiment Signals
- AI-graded analysis of conversation messages that detects cancel intent, frustration language, competitor mentions, and satisfaction signals. Sentiment Signals are generated by an LLM that reads conversation threads in real-time and assigns risk classifications. Unlike basic keyword matching, Sentiment Signals understand context — a customer saying "I'm done" means something different than a customer saying "I'm done with my current contract."
- Response Delay
- The elapsed time between a customer's inbound message and a rep's outbound reply, tracked per conversation, per rep, and per account. Response Delay is a supervisor accountability metric — it surfaces which reps are leaving customers waiting and for how long, enabling coaching before slow response times become a retention issue. Response Delay alerts are triggered when a conversation exceeds a configurable threshold.
- Communication Ranker
- A per-rep engagement scoring system that ranks team members by the quality and consistency of their customer communication. The Communication Ranker combines response time, message frequency, sentiment outcomes, and Ghost List attribution to produce a composite performance signal — framed as coaching data rather than a performance review. The goal is to surface who needs attention before their communication patterns affect customer retention.
Example: "The Ghost List shows 23 contacts who haven't responded in 14+ days. These are your highest silent-churn risk."
Example: "Contact's Drift Score jumped from 2 to 8 this week — they haven't responded in 9 days and their last message had frustrated language."
Example: "12 contacts have active Sentiment Signals this week — 4 with cancel intent, 6 with frustration language, 2 with competitor mentions."
Example: "8 conversations have Response Delay over 24 hours — 3 assigned to the same rep. This needs a supervisor conversation."
Example: "The Communication Ranker shows Rep A in the bottom quartile this month — their contacts have a 3x higher Ghost List rate than the team average."