Containment Rate: Conversations Without a Human
This lesson is part of the course
In this lesson
You calculate how many of Quill Assist's conversations stayed with the bot, the containment rate per intent and overall, and how much of it is really just customers giving up.
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Lessons in this course
- Conversation Volume & Intent Mix Locked
- Containment Rate: Conversations Without a Human Locked
- Escalation Rate & Escalation Reasons Locked
- Deflection vs True Resolution: the 7-Day Re-Contact Test Locked
- Bot CSAT: Thumbs-Up Rate by Intent Locked
- Cost per Resolution: Bot vs Human Agents Locked
- Handoff Quality: Time to Agent & Repeated Questions Locked
- Intent-Level ROI & Roadmap Prioritisation Locked