> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Metrics

> Understanding how Conduit calculates your team's performance metrics

## 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.

<Tip>
  Every metric card on the dashboard has an info icon (ℹ) that shows the formula when you hover over it.
</Tip>

## 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.

### Formula

```
Automation Rate = (Messages handled by AI / Total incoming messages) × 100
```

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 skills 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](/dashboard/ai-automation-dashboard).

## Resolution Rate

Resolution rate measures the percentage of conversations the AI resolved without human intervention during the selected period.

### Formula

```
Resolution Rate = (Conversations whose latest qualifying AI run was resolved / Conversations with a qualifying AI run) × 100
```

For each conversation, Conduit looks at the latest qualifying AI run in the selected date range. A conversation counts as resolved when that latest run has a `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
```

It is not an average of the visible chart buckets.

## Hours Saved

Hours saved estimates the total time your AI agent has saved your team by handling messages and calls autonomously.

### Formula

```
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.

### Formula

```
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.

### Formula

```
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.

### Formula

```
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.

### Formula

```
Booking & Transfer Rate = Booking Conversion Rate + Transfer Rate
```

## Phone Connection Rate

Phone connection rate measures how effectively your outbound calling efforts are reaching contacts.

### Formula

```
Phone Connection Rate = (Contacts who answered or called back / Total contacts called) × 100
```

A contact is considered "connected" if they answered an outbound call, were transferred, or called back after receiving an outbound call.

## Text Connection Rate

Text connection rate measures how effectively your outbound messaging efforts are generating responses.

### Formula

```
Text Connection Rate = (Contacts who responded / Total contacts messaged) × 100
```

A contact is considered "connected" if they sent at least one incoming message after receiving an outbound message during the selected period.

## Transfer Rate

Transfer rate measures the percentage of calls that were escalated to a human agent.

### Formula

```
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.

### Formula

```
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                          |