Overview
Conduit tracks key performance metrics to help you understand how your team and AI are handling customer conversations. This guide explains how these metrics are calculated.Response Time
Response time measures the duration between when a customer message arrives and when a reply is sent. This metric helps you understand how quickly your team is responding to customers.How It’s Calculated
- Attribution: Response time is attributed to whoever sends the reply, not who the conversation is assigned to
- Median calculation: The dashboard shows the median response time across all replies in the selected time period
- Exclusions: Response times over 48 hours are excluded from the calculation to prevent outliers from skewing results
Common Scenarios
| Scenario | Who gets the response time? |
|---|---|
| Staff A replies to Staff B’s conversation | Staff A’s response time is counted |
| Multiple people reply to an unassigned conversation | Each person gets their own response time recorded for their reply |
Things to Keep in Mind
- Quick responders: Someone who frequently jumps in to quickly handle others’ conversations will naturally have a lower median response time
- Complex conversations: Team members who handle more complex conversations requiring research or investigation may have a higher median response time
Automation Rate
Automation rate measures the percentage of incoming messages that are fully handled by AI without requiring human intervention.How It’s Calculated
The automation rate is calculated as: Messages handled by AI / Total incoming messages A message is considered “handled by AI” when the AI successfully responds to the customer without escalating to a human team member. Messages that result in escalations (where AI needs human help) are not counted as automated.What Counts as an Escalation
The AI escalates a conversation when:- A topic is marked as urgent
- The AI needs confirmation or authorization to complete an action
- There isn’t enough information to provide an adequate response
- The message contains attachments the AI can’t process
Improving Your Automation Rate
To increase your automation rate:- Add more knowledge to your AI agent about common questions
- Create procedures for repetitive tasks
- Review escalation patterns to identify gaps in AI training