What actually happened, rather than what you hoped would happen.
| Surface | What it is for |
|---|---|
| Reports | Volume, resolution, handover rate, and response times. |
| Analytics | The detail underneath: which questions came up, which ones went badly. |
The number worth watching
Section titled “The number worth watching”Resolution rate on its own can be gamed by an agent that confidently answers everything. Read it next to handover rate and to the questions that ended without a useful answer. An agent that resolves less but escalates well beats one that resolves more and is wrong.
In this section
Section titled “In this section”- Reading the reports which numbers mean something
Still to come: how each metric is calculated, and exporting.