AI Agent Escalation Breakdown for Tickets
Quack AIโs Ticket Agent is built to resolve support tickets end to end. Sometimes, Quack may escalate a ticket - either as expected by your configuration or due to system or AI limitations. Understanding how escalations work for tickets helps you fine-tune your setup and continuously improve coverage.
Escalation Overview
๐ข Quack Resolved
Tickets Quack answered and fully resolved out of the "Handled" tickets.
๐ก Expected Escalations (Per Configuration)
Tickets Quack answered once, then escalated due to policy, configuration, or max back-and-forth settings.
๐ข๐ก Quack Handled
Total tickets that Quack either resolved or escalated to a human agent.
๐ด Unexpected Escalations (AI Limitations)
These occur when Quack cannot resolve a ticket due to missing or insufficient training data (knowledge gap), low confidence in its response, or a system error such as a bug or malfunction. In these cases, the ticket is escalated to a human agent.
๐ Auto-Skipped
Tickets Quack didnโt interact with at all, skipped due to configurations, most commonly topic not released.
Details by Escalation Type
๐ข Quack Resolved
Definition: Tickets Quack answered and fully resolved.
What it means: Ticket completed by Quack without escalation.
Action: No action needed; review occasionally for quality or insights.
๐ก Expected Escalations (Per Configuration)
Definition: Tickets Quack answered once, then escalated due to policy, configuration, or max back-and-forth settings.
Topic Not Released
What it means: Topic not enabled for Quack.
Action: Enable more topics if relevant.
Out of Policy
What it means: Restricted by business, legal, or compliance rules.
Action: Update briefs or policies if rules change.
User Requested Agent
What it means: User explicitly asked for a human.
Action: No action required.
Strict Mode Triggered
What it means: Strict mode blocked fallback, so Quack escalated.
Action: Adjust configuration or expand training.
Complex / Follow-up Escalation
What it means: Quack answered the first message but escalated the next due to limits.
Action: Expand training or refine escalation settings.
๐ข๐ก Quack Handled
Definition: Total tickets Quack either resolved or escalated.
What it means: Quack was actively engaged.
Action: Track this to measure overall coverage and impact.
๐ด Unexpected Escalations (AI Limitations)
Definition: Escalations caused by missing training, low confidence, or system issues.
Knowledge Gap
What it means: Missing information or insufficient training data.
Action: Add/update articles or expand training.
Low Confidence
What it means: Quack was unsure and escalated.
Action: Train with more edge cases and examples.
System Error
What it means: Technical failure (timeout, API, bug).
Action: Contact Quack support.
๐ Auto-Skipped
Definition: Tickets Quack didnโt interact with at all, skipped automatically due to configuration.
What it means: Most commonly caused by topics not released.
Action: Review skip rules or enable more topics.