In the analytics reports, what does the escalation rate indicate?

The escalation rate in analytics reports specifically refers to the percentage of issues that are escalated by a bot or automated system to a human agent or a higher level of support. This metric is crucial as it helps organizations assess how effectively their automated systems are handling customer inquiries. A high escalation rate might indicate that the bot is unable to resolve certain issues, signaling a need for improvement in the chatbot's capability or in the knowledge base it relies on.

By monitoring the escalation rate, organizations can gain insights into the types of problems that frequently require human intervention, which can guide improvements in both the bot's design and training and in the overall customer support process.