Analysis of Escalation (Transfer to Human Agent Reason): Analyze tickets transferred by Solvea to human customer service.

Analysis Metrics

► Transfer to Human Agent Rate

► Impact on Total Ticket Volume

► Ticket Data Performance (Last 4 Weeks)

Insight Analysis

► Transfer to Human Agent Rate: Identify which week/type of ticket shows a sudden increase in transfers to human agents (e.g., “Refund” type tickets have a transfer rate exceeding 40%). Determine if AI lacks the corresponding script and supplement the AI reply template for this type of issue.

► Impact on Total Ticket Volume: Compare ticket volumes over the four weeks to identify weeks with sudden increases or decreases (e.g., ticket volume doubled in W23). If the reason is an event/activity, add event-related Q&A to AI before the event.

► Ticket Data Performance (Last 4 Weeks): View the trend of weekly ticket volume changes (e.g., high ticket volume on Fridays for two consecutive weeks). Identify patterns or anomalies from the trend (e.g., a sudden 50% drop in a particular week).

Step-by-Step Guide

① After logging in, click “Data Analysis” in the left sidebar, select “Transferred Tickets”. The redirected page will display ticket and message data successfully responded to by Solvea.

② Here, you can filter by the time Solvea transferred to a human agent.

③ Here, you can filter by the source channel of user messages.