Deriving Insights From Your Team and Agents
Conduit’s Insights page gives you a complete overview of how your AI and team members are handling customer conversations. In this video, you’ll learn how to track automation rates, review escalations, analyze calls, and compare performance across your team. With this, you can improve efficiency and get the most out of Conduit.
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
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