Bridge Escalations
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Last updated
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Bridge Escalations report helps you review the outcomes and agent performance per Bridge live escalation. Choose from a specific team of agents or an agent to analyze the conversations happened in a given period of time.
Agent Name
Name of a live agent
Agent Email
Email of a live agent
Seconds to First Response
Amount of seconds that the end user waited till the live agent reply
Inbound Message Count
Number of messages received in a conversation
Outbound Message Count
Number of messages sent by a live agent in a conversation
Last Message Direction
Last message sent by a user or by a live agent
Last Message Date
The date of the last message
Last Message Time
The time of the last message
Escalation Status
Status of an escalation, which can be resolved, open or snoozed
Seconds to Resolution
Time spent to resolve the conversation
Resolution Flag
An escalation is marked as resolved if the agent marked it as closed AND they sent the user at least one message. This corrects for the fact that an agent might miss an escalation and later mark it as closed, even though they didn't actually help the user with their question.
Inbox Name
Most clients only use the main inbox name.
There is also Email inbox name if clients have added Email as a channel
Team Name
Name of your team based on the Team Management settings in Bridge
Conversation Code
All messages from a given user on a given date (local time), on a given bot page.
End User Code
Unique users. A customer who holds conversations on multiple dates is still a unique end-user.
Use the "Agent Name" and "Agent Email" components to analyze the performance of individual agents.
Combine "Seconds to First Response" and "Seconds to Resolution" to assess agent response times and efficiency.
Utilize "Last Message Direction," "Last Message Date," and "Last Message Time" to identify and prioritize unresolved or outstanding conversations.
Analyze "Escalation Status" and "Resolution Flag" to monitor the resolution rate and identify areas for improvement in handling escalations.
Use "Inbox Name" and "Team Name" components to distribute workload effectively across inboxes and teams.
Combine "Seconds to First Response" and "Seconds to Resolution" to evaluate the overall customer experience and identify areas for improvement in response times.
Analyze data over time to identify trends in customer inquiries, agent performance, and resolution rates.
