Escalations and performance

Analytics reports Escalations in Overview and in a fuller performance view. Counts include successful email or Inbox handoff actions. You can select a date range of up to 90 days for Analytics. The Overview’s “Last 7 days” value is always a rolling seven-day subtotal. It does not change with your selection.

A count shows that the action succeeded enough for the system to log it. It does not guarantee a support reply, an email delivery, or a 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 values are approximate. They measure the time between a user message and the next assistant message in the same session, not pure model latency. The gaps can include queue time and client time. The system excludes unsuitable gaps and very long gaps.

If the performance query fails, the escalation rate, p50, and p95 tiles show a dash and Temporarily unavailable. If only the response-time query fails, only the p50 and p95 tiles show it. This state is different from an empty range, which shows No sessions in range or approx · no responses in range. Reload the page or try again later. Do not read it as zero escalations or zero replies.

Use these metrics to find a change that needs investigation. Compare date ranges. Then open Activity. Before you treat a rate change as a regression, review the actual conversations.

Pair escalation results with source quality, confidence, and support operations. No single performance card explains why an experience changed.