HELP FILE

What is the Escalation Reduction chart?



Escalation Reduction Rate
Questions that were not escalated to representatives.
Answered Rate
Questions that received an answer and were not escalated.
Escalation Rate
Questions that were asked and escalated to representatives.

Note: Escalation apply to email escalations (submitted via your contact form), while "Chats" apply to chat escalations.

To view the Escalation Reduction chart:

  1. Log into your Bold360 ai Console.
  2. Go to Analytics > Traffic .
  3. Go to the Escalation Reduction chart.