Escalations and performance

Analytics reports Escalations in Overview and a fuller performance view. Counts include successful email or Inbox handoff actions. The Overview’s “Last 7 days” value is always a rolling seven-day subtotal, even when you selected another Analytics date range. A count proves an action completed successfully enough to be logged; it does not guarantee a support reply, email delivery, or ticket resolution.

Performance calculates escalation rate as distinct escalated sessions divided by eligible sessions created in the selected range. It also shows response-time p50 and p95 values. These are explicitly approximate: they are timestamp gaps from a user message to the following assistant message in the same session, not pure model latency. They can include queue and client time, and unsuitable or very long gaps are excluded.

Use these metrics to identify a change worth investigating. Compare date ranges, then open Activity and review actual conversations before interpreting a rate change as a regression. Pair escalation results with source quality, confidence, and support operations; no single performance card establishes why an experience changed.