Reading the reports

Reports are only useful if they change what you do. Here is which numbers earn their place and which ones flatter you.

Resolution rate, read carefully

Resolution rate on its own can be gamed by an agent that answers everything confidently. A model that never says “I do not know” will post an excellent resolution rate and a slowly worsening business.

Read it next to handover rate and, more importantly, next to the conversations that ended without a useful answer. An agent that resolves less and escalates well beats one that resolves more and is wrong, every time.

Handover rate is not a golf score

Lower is not automatically better. There is a floor below which you are not saving work, you are just not helping people.

What you want is handovers that happen for the reasons your brief says they should. A handover for a refund is the system working. A handover because the agent did not know your delivery times is a missing knowledge entry wearing a disguise.

Response time

The one number where the customer’s experience and your metric point the same way. Nothing subtle to say about it: faster is better, and the first response matters most.

The most useful screen is the worst-performing questions

Whatever your dashboard leads with, the thing that will actually improve your agent is the list of questions that went badly. That list is a to-do list for knowledge, sorted by how often people ask.

Work it weekly. Ten minutes on the top five beats an hour of tuning the brief.

What to change on Monday

In order:

1. Add knowledge for the top failed questions.
2. Fix any handover that fired for a reason not in your brief.
3. Replace starter prompts with the questions people actually ask.
4. Only then, touch the brief or the model.

Most teams do this list backwards, starting with the model, which is the setting with the widest blast radius and the least evidence behind it.