AI Agent Escalation Breakdown for Tickets
Quack AI’s 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
🟢 Quack Resolved
Tickets Quack answered and fully resolved out of the "Handled" tickets.
🟡 Expected Escalations (Per Configuration)
Tickets Quack answered once, then escalated due to policy, configuration, or max back-and-forth settings.
🟢🟡 Quack Handled
Total tickets that Quack either resolved or escalated to a human agent.
🔴 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.
🟠 Auto-Skipped
Tickets Quack didn’t interact with at all, skipped due to configurations, most commonly topic not released.
Details by Escalation Type
🟢 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.
🟡 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.
🟢🟡 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.
🔴 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.
🟠 Auto-Skipped
Definition: Tickets Quack didn’t 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.