Conversations reveal what your knowledge system handles well and where it has gaps. Operations Overview is where your team reviews conversation quality, tracks customer gaps, and manages operators. Handling escalations themselves happens on the Escalations tab in Operations Overview, a dedicated three-pane view for claiming, replying to, and resolving conversations. Escalations feed directly into your system's improvement cycle, and an Overview stat card here links straight to customer-facing gaps on the Customer Gaps tab of Requests.
The Overview tab shows metrics across all your agents.
Key Metrics
Priority Queue
Visual breakdown of escalations by severity: Urgent, High, Medium, Low
Audit AI responses for quality. Find conversations to review and flag issues.
Conversation Outcomes
Flagging Conversations
When you spot a problem, flag the conversation with a reason: Incorrect Answer, Inappropriate Tone, Missed Context, Guardrail Failure, Hallucination, or Other.
AI Reasoning Panel
For each AI response, see behind the scenes: retrieval method and sections considered, confidence level, guardrails checked and any that triggered, whether the response was modified by safety rules, and source documents used for the answer.
When customers ask your public AI agents questions they can't answer well, the system tracks them as customer gaps. Triaging these gaps, including search, filtering by status/topic/occurrence, sorting, and the gap detail panel with assign, dismiss, and resolve actions, now happens on the Customer Gaps tab of Requests rather than in Agent Operations.
The Overview tab here keeps a Customer Gaps summary stat card that deep-links to the Customer Gaps tab on Requests, so you can jump straight from a spike in gaps to resolving them.
Operations Overview uses a 3-tier role system for access control.
Operator Status
Operators can set their availability status: Online, Away, Busy, or Offline
Managers and Admins can configure operational settings in the Settings tab.
Threshold Tuner
Adjust when escalations trigger automatically:
Response Templates
Pre-written responses operators can insert into live chats. Ensures consistent, quality messaging.
Team Assignments
Routing rules to automatically assign escalations to specific operators based on topic category (Billing → Billing Team), priority level (Urgent → Senior Operators), or trigger type (User Request → Customer Success).