Escalation Rate & Escalation Reasons
This lesson is part of the course
In this lesson
You calculate Quill Assist's escalation rate, break the 2,700 handoffs down by reason, measure how many the bot team could fix itself and chart the reasons.
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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