Analytics > Escalation

This particular shows you the level of autonomy of the bot as well as an estimation of the cost saved by the bot

This report is currently only available for the following livechat solution:

  • Crisp
  • RingCentral Engage Digital

The escalation report

At the top of the report, you can find for the followings KPI:

  • Sessions escalated: The number and the rate of the conversations escalated to human agent at least once
  • Sessions not escalated to a human: The number and the rate of the conversations not escalated to human, eg fully managed by the bot with no human intervention

Then the graph will show you how the evolution of the sessions not escalated (eg fully managed by the bot)


Start date of this report

The escalation report will start recording data starting the release of version `2.20.1`` of the platform in July 2022

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