When to use
- When you open the Improvement Center and need to decide which suggestions to review first.
- When you want to understand where the number that appears on each card comes from.
- When you find it strange that the estimate of "recoverable tickets per month" no longer appears.
Prerequisites
- Improvement Center v2 enabled for your project. The release is done project by project by the Cloud Humans team.
How it works
Quality Queue: observed usage
Each Quality suggestion shows two counts for the analyzed period:
- How many conversations used that content.
- How many of these conversations still went to your team.
These are conversations counted within the period, not projections. You can verify each one.
When the content was not used in the period, the chip simply does not appear. The screen does not show zero, so the absence of usage is not confused with a measurement of zero.
Gaps Queue
The count remains the same: how many conversations fell into that topic without ClaudIA having a response. The only change was the label, which now says conversations without response in the period.
What has been removed from the screen
The estimate "~N recoverable tickets/month" was removed from the Quality cards. That number was a projection calculated based on usage, retention, and an estimated capture rate — not a count. When the actual result of approved contents was measured, the gain that the projection announced did not appear, and in some channels, the projected number was well below the conversations actually counted.
The queue ordering did not change: suggestions continue to be ranked the same way. What was removed was the display of the number with the ticket unit.
The Agents tab did not change
The Agent suggestions remain as they were. The premise there is different: an action that ClaudIA cannot perform.
Notes
- The two numbers refer to the analyzed period, shown at the top of the page.
- To prioritize, look at the second number. Content that is heavily used and still sends a lot of conversations to the team is where the adjustment yields the most.
- Approving a suggestion remains reversible: you can edit or disable the content later in Contents.