Escalation rate is the share of conversations passed on to a higher support level or specialist, often an indicator of complexity or chatbot limits.
Escalation rate measures what percentage of conversations get escalated to a higher level: from chatbot to agent, or from Tier 1 to Tier 2/3. A rising rate can signal more complex questions or gaps in earlier support layers.
This is a useful metric to determine where training, documentation, or automation would have the most impact: many escalations on the same topic point to a knowledge base gap.
Bugalou's dashboard shows escalation rates per topic and channel, so you see exactly which questions are consistently too complex for the AI chatbot and where extra knowledge base content is needed.
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