How the agent is performing.
Last 14 days. Volume, latency, quality, and review activity — operational metrics you can act on today.
Inbound (window)313 drafted · 10% coverage
Escalation rate100%3 of 3 drafts flagged
Avg first reply4mp50 3m · p90 5m
Review activity0%0 reviewed · 0 good
Volume trend
Last 14 days · inbound vs. drafted
13 Apr
inbounddrafted
26 AprWhat customers wrote about
Category mix · top 10
- refund_request1 · 33%
- sales1 · 33%
- account_access1 · 33%
Tone on arrival
How were they feeling when they wrote?
- calm3 · 100%
Language split
Arabic / English
- en3 · 100%
Review verdicts
0 reviewed · 3 pending
Good
0—
Needs edits
0—
Unusable
0—
Model confidence
Self-reported by Haiku + Sonnet
Classifier (Haiku)84%
Drafter (Sonnet)79%
Lower drafter confidence correlates with needing review. Track this against review-good rate over time.
Why drafts get escalated
Top 6 escalate_reason buckets
- missing_customer_context1 · 33%
- drafter flagged: Out-of-scope request: job application sent to customer care inbox; human should confirm refusal and redirect appropriately.1 · 33%
- drafter flagged: Customer needs to update payment card on file after card loss; specialist team must handle secure card update. Payment behavior flagged as NON_PAYER — account team should also review.1 · 33%