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

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)

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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

1. Percentage of Sessions with Escalation Requests

This graph shows the proportion of total conversations in which a user requested to speak with a human agent. It helps you monitor how frequently the need for human intervention arises.

2. Percentage of Automated Sessions

This chart displays the percentage of conversations that were fully managed by the bot from start to finish, without any escalation requests. This is a key indicator of your bot's autonomy and success in resolving user queries.

3. Number of Escalation Requests

This graph tracks the raw number of times users initiated an escalation to a human agent. It allows you to see the absolute demand for live support over the selected period.

4. Number of Agent-Accepted Escalations

This final chart shows the total count of escalation requests that were successfully accepted and handled by a human agent. Comparing this data with the "Number of Escalation Requests" can help you assess the efficiency of your human handover process.