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.
Every metric card on the dashboard has an info icon (ℹ) that shows the formula when you hover over it.
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
Response time reflects who actually responds, giving you accurate data about each team member’s responsiveness.
Automation Rate
Automation rate measures the percentage of incoming messages that are fully handled by AI without requiring human intervention.
Automation Rate = (Messages handled by AI / Total incoming messages) × 100
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
For more details on escalation types and how to address them, see the AI Automation Dashboard.
Resolution Rate
Resolution rate measures the percentage of conversations the AI resolved without human intervention during the selected period.
Resolution Rate = (Conversations whose latest qualifying AI run was resolved / Conversations with a qualifying AI run) × 100
resolved disposition.
What Counts
- Included: Completed AI runs linked to a conversation
- Excluded: Sandbox runs, runs without a disposition,
no_op runs, and runs that are not linked to a conversation
- Inbox filters: When an inbox type is selected, only conversations in that inbox type are included
- Comparison periods: The same formula is applied to the comparison date range, then aligned with the selected period on the chart
Chart Buckets vs. Headline Number
The line chart groups conversations by the time of each conversation’s latest qualifying AI run. Depending on the selected range, buckets are hourly or daily in the workspace timezone.
The headline percentage is calculated from the full selected period:
Headline Resolution Rate = Total resolved conversations / Total qualifying conversations × 100
In the legacy Trends dashboard, resolution rate is shown only when viewing an inbox type with auto-mark-as-done enabled. That legacy view calculates resolution rate from AI response records: resolved AI responses divided by non-sandbox AI responses.
Hours Saved
Hours saved estimates the total time your AI agent has saved your team by handling messages and calls autonomously.
Hours Saved = Message Hours + Call Hours
Message Hours = (AI messages × Minutes per response) / 60
Call Hours = Total connected call duration (minutes) / 60
- Minutes per response defaults to 3 minutes but can be customized in dashboard settings
- Call duration includes only connected calls (answered or transferred), not missed calls
Est. Labor Saved
Estimated labor saved converts the hours saved into a dollar value based on your configured hourly wage.
Est. Labor Saved = Hours Saved × Hourly Wage
- Hourly wage defaults to $25/hr and can be customized in dashboard settings
Triage & Context Switch Savings
This metric estimates the cost savings from AI handling your inbox, eliminating the overhead of reading, categorizing, and switching between conversations.
Triage Hours = (Total incoming messages × 1 min per message) / 60
Context Switch Hours = (AI-handled messages × 2 min per switch) / 60
Total Hours = Triage Hours + Context Switch Hours
Triage & Context Switch Savings = Total Hours × Hourly Wage
- 1 min per message represents the estimated time to read, categorize, and route an incoming message
- 2 min per switch represents the cognitive overhead of switching between conversations
Booking Conversion
Booking conversion measures the percentage of contacts that resulted in a booked appointment or meeting.
Booking Conversion = (Contacts with bookings / Total contacts) × 100
Booking & Transfer Rate
When no custom aggregation attributes are configured, the headline metric on the Capture tab shows the combined booking and transfer rate.
Booking & Transfer Rate = Booking Conversion Rate + Transfer Rate
Phone Connection Rate
Phone connection rate measures how effectively your outbound calling efforts are reaching contacts.
Phone Connection Rate = (Contacts who answered or called back / Total contacts called) × 100
Text Connection Rate
Text connection rate measures how effectively your outbound messaging efforts are generating responses.
Text Connection Rate = (Contacts who responded / Total contacts messaged) × 100
Transfer Rate
Transfer rate measures the percentage of calls that were escalated to a human agent.
Transfer Rate = (Calls transferred to humans / Total calls) × 100
After-Hours Coverage
After-hours coverage measures the percentage of conversations (calls and messages) that occurred outside your configured business hours.
After-Hours Coverage = (Conversations outside business hours / Total conversations) × 100
- Conversations include both incoming calls and incoming messages
- Business hours are configured in your workspace settings
- If business hours are not configured, this metric will not be available
AI Responses
A simple count of all outbound messages sent by AI agents (autopilot) during the selected period.
Escalations
Total count of conversations escalated to human agents during the selected period. Escalations include:
- Topics marked as urgent
- AI needs confirmation or authorization
- Insufficient information to respond
- Messages with unprocessable attachments
Conversation Insights
The conversation insights tab shows per-user and per-conversation metrics. These are the formulas behind each column.
Positive Conversation Rate
Measures the percentage of conversations where the customer had a positive experience.
Positive Conversation Rate = (Conversations with CX score ≥ 3.0 / Total conversations with CX scores) × 100
CX Score
An AI-generated customer experience score on a 1-5 scale, based on conversation sentiment analysis.
- Green (≥ 4.0): Positive experience
- Amber (≥ 3.0, < 4.0): Neutral experience
- Red (< 3.0): Negative experience
AI %
The percentage of outgoing messages in a conversation that were sent by AI.
AI % = (AI messages / Total outgoing messages) × 100
Escalations (per conversation)
Count of AI escalation events within a single conversation. Escalations are triggered by:
- Topics marked as urgent
- AI needs confirmation or authorization
- Insufficient information to respond
- Messages with unprocessable attachments
Messages (per conversation)
Total count of all messages (incoming + outgoing) in a conversation during the selected period.
Configurable Settings
Several metrics depend on configurable values that you can adjust in the dashboard settings:
| Setting | Default | Affects |
|---|
| Hourly wage | $25/hr | Est. Labor Saved, Triage & Context Switch Savings |
| Minutes per response | 3 min | Hours Saved, Est. Labor Saved |
| After-hours multiplier | 1.5× | After-hours calculations |
