---
schema_version: "1"
id: 27369ba7cdfc0466d14efc18bf1783090d8dd52b93664a453dda29c89f5036c9
title: Chart Guidance and Actions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_chart_guidance.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_chart_guidance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ba761b1037b76ed8829e9250efbb7ec27e76a69f9c35b5bd116d635eff179deb
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Chart Guidance and Actions

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](https://help.salesforce.com/s/articleView?id=ai.help_agent_billing_outcomes_by_channel.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.help_agent_billing_outcomes_over_time.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.help_agent_billing_outcome_details.htm&release=264.0.0&type=5)**  
    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.