📊 How to Improve Claudia's Retention?
Explanation of each tab, chart, and table, along with important notes on how to use and interpret the data.
🧭 General Structure of the Retention Section
📌 Important:
- The start and end date filters do not apply; they only apply to the main metrics tab.
Data is organized in fixed and complete weeks to ensure performance and standardization of analyses.
- All percentages shown in the tables are relative to the total tickets for that week.
For example, if an escalation reason appears with 2%, it means that 2% of all tickets in that week had that cause.
🧩 Tab 1 – Retention Metrics - Overall
This is the managerial tab, used to monitor progress, goals, and offenders in a consolidated manner.
🔶 Chart: “Total Tickets × % Retained per Week”
- Orange bars: total tickets received per week.
- Orange line: percentage of tickets retained by Claudia (without escalation).
- Helps understand volume trends and AI effectiveness.
🔶 Side indicators:
- Retention goal (set in the current operation's target)
- Difference from last week vs. goal
- Last week's retention
- Maximum retention in the last 8 weeks
- Average retention in the last 8 weeks
🔶 Table: “Percentage of Tickets by N2 Reason”
- Shows the main reasons for escalation to N2, week by week.
- Highlights the main offender from the past 4 weeks, with an average value.
- Helps identify persistent patterns or reasons, such as use of N2 content or transfer by Eddie.
🛠 Tactical / Operational Tabs
These tabs aim to support fine-tuning, content review, and case analysis. The structure is similar across all:
📁 Tab: Used N2 Content
🔶 Table: “Retention Gain Potential by Content – Last 8 Weeks”
- Displays the most recurring N2 articles in escalated tickets.
- Weekly columns show the percentage contribution of each content item relative to total tickets handled by AI.
- Use to prioritize adjustments and migration of content to N1 or interactive (Eddie).
🔶 Table: “Retention Gain Potential by Tags – Last 8 Weeks”
- Shows the most recurring tags in escalated tickets.
- Weekly columns indicate the contribution percentage of each tag relative to total tickets handled by AI.
- Use to prioritize adjustments related to themes/tags.
🔶 Chart: “Top Contents and % Retention Potential – Last 14 Days”
- Shows the accumulated retention percentage that could be achieved by optimizing the Top N contents.
- Example: optimizing the top 10 contents could yield an approximate 7.7% gain in retention.
- Clearly demonstrates the impact of prioritizing adjustments on the right articles.
🔶 Table: “Section Selection Errors – Used vs. Correct”
- Shows when Claudia used incorrect content, based on support feedback.
- Displays which section was used and which should have been (N1 or INTERACTIVE).
- Helps identify content usage issues.
📁 Tab: Transferred by Eddie (by design)
🔶 Table: “Retention Potential (%) by Eddie Flow”
- Indicates which Eddie flows appear most frequently in escalations.
- Values per week, allowing trend analysis.
- Used to prioritize content or flow structure adjustments.
🔶 Table: “Tickets Escalated by Flow”
- Lists real tickets, transfer reasons, and flow links.
- Serves for validation and context review.
📁 Tab: Customer Requested Human
🔶 Chart: “Agent Interactions Before Handover”
- Shows how many messages the customer exchanged with Claudia before requesting human support.
- If most cases fall in the 3 to 5 interactions range, it may indicate lack of initial engagement or ineffective
content.
🔶 Table: “Tickets by Interaction Range”
- Lists tickets corresponding to the interaction range depicted in the chart.
🔶 Chart: “Top 5 Topics Customers Ask for Human Support”
- Shows the most common topics where customers request human support.
- Column: absolute volume of tickets | Line: % of total requests.
- Helps identify topics with perceived low performance.
🔶 Table: “Content Used Before Customer Requests Human”
- Indicates which contents were shown by Claudia before the customer requested support.
- Useful to understand if content contributed to frustration or confusion.
📁 Tab: Transferred Due to Eddie Call Failure
🔶 Table: “Eddie Call Error % by Flow”
- Shows flows that failed in technical calling, leading to escalation.
- Used to identify infrastructure issues or bugs.
🔶 Table: “Tickets with Call Error by Flow”
- Lists tickets and flows with errors.
- Ideal for validation with the technical team and specific fixes.
📁 Tab: Transferred Due to Eddie Repetition
🔶 Table: “% of Eddie Flow Repetitions by Period”
- Indicates which flows reached the attempt limit without resolution.
- Shows problems with content effectiveness or the need to adjust the number of attempts.
🧠 Best Practices for Analysis
- Use the main tab to monitor overall progress, goals, and major offenders.
- Use the tactical tabs to explore specific causes and prioritize content, flow, or response model adjustments.
- Always consult ticket links when validating with real examples.
If you have questions on how to interpret any data or want to suggest dashboard improvements, contact our team! We’re
here to help 🧡
