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 any date range 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.

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.