Use the billing resolution analytics charts to spot channel-specific escalation spikes, resolution trends, and knowledge gaps. Use this guidance to spot channel-specific escalation spikes, resolution trends, and knowledge gaps. Then take the recommended actions, such as reviewing escalation flows, updating the grounded knowledge, or refining the welcome greeting.
- Billing Outcomes and Reasons by Channel
This chart breaks down billing outcomes and reasons by channel to compare agent performance across them. Use it to spot channel-specific escalation spikes or low adoption. - Billing Outcomes Over Time
This chart tracks resolved versus unresolved outcomes and volume day by day to reveal trends rather than one-off snapshots. Rising unresolved rates or sudden volume drops signal issues worth investigating. - Billing Outcome Details
This chart shows the specific reasons behind each billing outcome with percentages, plus drill-down into individual conversations and turn counts. Filter by "Not Resolved" to uncover knowledge gaps or spot user drop-off points.