Deriving Insights From Your Team and Agents

Summary

• Overview dashboard: track AI automation rate, escalations, and trends over time
• Automation rate: benchmark progress against Conduit’s 80% automation goal
• Escalations:
  
  • AI Needs Your Help: view cases where AI required human action
  • Urgent Tagged: see emergencies automatically flagged for human handling
  • Missing Information: fill gaps so AI can resolve future requests
• Escalations by topic: spot recurring themes and prioritize improvements
• Phone calls dashboard: review missed calls, calls by member, and AI-handled calls; access transcripts and recordings
• Manager dashboard: compare response times, AI vs. human message volume, and tickets resolved per team member
• Team + AI performance: monitor how both humans and AI contribute to customer support outcomes